Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2024 and 31 March 2025

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 2 of 2 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Lewisham as a CSV file.

  • London Borough of Lewisham (23 020 345)

    Category: Children's care services Date: 02-Sep-2024

    Summary

    Miss X complained the Council wrongly decided her son did not meet the criteria for support from its Children with Complex Needs Team. She also complained the Council’s assessment contained inaccurate or misleading information. Miss X said the Council’s actions caused her avoidable distress. We found fault in how the Council handled Miss X’s complaint. However, we have not investigated Miss X’s complaint that the Council wrongly decided her son did not meet the criteria for support and that the Council’s assessment contained inaccurate information. This is because the Council has agreed to continue its investigation of these complaints via the statutory children’s complaints procedure.

    Service improvements

    Remind staff of the three-stage statutory children’s complaints procedure, (and the timeframes for each stage), for councils to follow when looking at complaints about children’s social care services, as well as the accompanying statutory guidance, and our practitioner guidance on the subject

  • London Borough of Lewisham (23 019 302)

    Category: Children's care services Date: 16-Jul-2024

    Summary

    The Council was at fault for failing to investigate Ms X’s complaint about the support she received as a Care Leaver at stage two of the statutory complaint procedure for complaints about children’s services. The Council has agreed to apologise, make a payment to Ms X, investigate the complaint, and act to improve its services.

    Service improvements

    The Council has agreed to remind relevant staff that the Council must complete the children’s statutory complaints procedure once started.

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