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 - 3 of 3 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 (23 014 781)

    Category: Housing Date: 08-Mar-2024

    Summary

    The Council failed to carry out an agreed action to investigate and respond to Miss X’s concerns about damp in her property, following a previous investigation by the Ombudsman. There was also fault by the Council in failing to move Miss X when it decided her temporary accommodation was not suitable. The Council has agreed to make a financial payment and service improvements.

    Service improvements

    The Council will engage in discussions with Company A about a framework agreement to set out clear expectations around service standards, repairs policy and timescales.

  • London Borough of Lewisham (23 010 798)

    Category: Housing Date: 05-Mar-2024

    Summary

    there was fault in the way the Council considered Miss X’s request for a medical assessment and a review of her priority on the Housing Register. She has recently been offered a property. But she did not get a decision on her request for medical priority and is left with the uncertainty of not knowing whether she might have been awarded higher priority on medical grounds. The Council has agreed to provide a personal remedy for Miss X and to make service improvements.

    Service improvements

    Share the final decision statement with officers in the Housing Register and corporate complaints teams to ensure they understand the Council is responsible for the actions of partner organisations in the allocations scheme and should consider complaints about their actions.Review and amend its housing allocations scheme so it clearly explains the different procedures for assessing applications made by Housing Association tenants and for considering their review requests;Arrange for a senior manager responsible for the Housing Register team to meet a manager from the Housing Association to review their current performance in carrying out medical assessments and find out whether there is a wider issue with delays or blockages in the process. If there is a systemic problem, they should agree an action plan to address this.

  • London Borough of Lewisham (22 016 544)

    Category: Housing Date: 28-Sep-2023

    Summary

    Mr Y complained about the Council’s handling of his homelessness application. He said it did not do enough to help him when he became homeless or act on his review request of its decision on his homelessness application. On the evidence available, we found evidence of fault by the Council. We ask the Council to apologise to Mr Y and make a payment in recognition of the uncertainty caused to him.

    Service improvements

    The Council will undertake a review of its process and procedures for storing Personalised Housing Plans following the closure of cases and produce protocols for staff to ensure Personalised Housing Plans can be retrieved after a case is closed.

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