Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2023 and 31 March 2024

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 (23 008 554)

    Category: Education Date: 25-Jan-2024

    Summary

    Mr X complained about the Council’s handling of his application for continued home to school transport for his disabled son. Mr X says the Council’s actions negatively impacted the family. We found fault by the Council and the Council has agreed to apologise to Mr X and consider a new application for travel assistance.

    Service improvements

    Review the Council’s Travel Assistance Policy to include details about the Independent Travel Training program.Remind staff to adhere to the statutory guidance and the Council’s own Travel Assistance Policy, specifically when providing decision notifications to service users, (to include why the Council has reached its decision, how the Council conducted the review and the factors considered in reaching the decision).Remind staff of the Ombudsman’s principles of good administrative practice and the importance of keeping proper and appropriate records in relation to decision-making.

  • London Borough of Lewisham (22 017 915)

    Category: Education Date: 08-Mar-2024

    Summary

    Most of Ms X’s complaints are not within our remit because they have been appealed to the Special Educational Needs and Disability Tribunal, or they could have formed part of the appeal. There was a failure to complete the annual review process after the review meeting in July 2021 which was fault. This caused avoidable confusion, uncertainty and a delay in appeal rights. The Council will apologise and make a symbolic payment of £150.

    Service improvements

    The Council will remind officers in the Special Educational Needs and Disability Team of the duty to complete the annual review process in line with legal timescales.

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