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 - 4 of 4 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 (24 003 953)

    Category: Education Date: 03-Feb-2025

    Summary

    Miss X complained that the Council failed to hold an annual review of her son Z’s Education, Health and Care Plan (EHCP) within the required statutory timescale. We have concluded our investigation making a finding of fault. We found fault with the Council for failing to meet the statutory deadline for the annual review. The Council has agreed to our recommendations to address the injustice caused by these delays.

    Service improvements

    Review its procedures for monitoring and ensuring timely annual reviews of EHCPs to prevent similar delays in future. This should include clear escalation processes where schools or colleges are unable to meet deadlines, to ensure the Council fulfils its statutory responsibilities.

  • London Borough of Lewisham (23 020 687)

    Category: Education Date: 10-Feb-2025

    Summary

    Dr X complained the Council did not consider its section 19 duties when her child was too unwell to attend school. This meant her child was unable to access education. We have found the Council at fault for a delay in providing access to suitable provision after receiving a medical letter. This caused distress, uncertainty and frustration for Dr X and her child. The Council has agreed to apologise, make a symbolic financial payment and remind its staff of the Ombudsman’s guidance on how we expect councils to fulfil their responsibilities to provide education for children who do not attend school full-time.

    Service improvements

    The Council will share the decision on this case with its attendance staff and remind them of our guidance on how we expect Council's to fulfil their responsibilities to provide education for children who, for whatever reason, do not attend school full-time.

  • London Borough of Lewisham (23 019 471)

    Category: Education Date: 09-Dec-2024

    Summary

    Mr X complained the Council delayed completing his daughter, Y’s, Education, Health and Care needs assessment. He complained the Council denied the opportunity to meet him twice and issued the plan without his agreement. Mr X said Y did not have the provision she needed and the situation distressed the family. There was fault in the way the Council delayed issuing Y’s plan, did not agree to meet with him and did not follow its complaint process. This distressed Mr X, frustrated his appeal rights to the Tribunal and Y missed plan provision. Mr X was also put to time and trouble to complain. The Council has agreed to apologise, make a financial payment and provide guidance to its staff.

    Service improvements

    Remind relevant staff of the importance of effective complaint handling.Remind relevant staff of the Council’s duties and responsibilities regarding EHC Plan’s and needs assessments.

  • London Borough of Lewisham (23 015 552)

    Category: Education Date: 10-Oct-2024

    Summary

    Miss X complained the Council has failed to provide a suitable full-time education for her son. And that the Council delayed in completing a review / re-assessment of her son’s Education, Health and Care (EHC) needs and in issuing and amended final EHC Plan. We found the Council made a suitable offer of education pending a re-assessment of Miss X’s son’s needs. However the failure to complete the re-assessment and issue a final EHC Plan within the statutory timeframe is fault. This fault has caused Miss X an injustice.

    Service improvements

    The Council has agreed to issue written reminders to relevant officers about the statutory timescales for completing EHC needs assessments and EHC Plans and the need to comply with these timescales.

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