Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 1 of 1 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 (24 016 426)

    Category: Benefits and tax Date: 24-Jun-2025

    Summary

    Miss B complained that the Council had failed to reimburse her for the cost of all her utility bills in her temporary accommodation and was trying to recover housing benefit debts from her. We have not investigated the utility payments any further because Ms B was aware of the arrangement by March 2022 and could have complained about it at that point. We have not investigated the housing benefit issues because she was aware of some of the debts in 2023 and had a right of appeal against them. However the Council failed to deal with her complaint properly causing her to complain to us. The Council has agreed to pay her £100 and improve its complaint-handling procedures for the future.

    Service improvements

    The Council has agreed to ensure that complaints are properly investigated and responded to within its published timescales.

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