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 - 10 of 16 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 (25 011 192)

    Category: Housing Date: 30-Mar-2026

    Summary

    The Council was at fault in how it helped Miss X when she was being evicted and for failing to tell her of her right to ask for a review of her homelessness accommodation’s suitability and her priority on the social housing register. The faults caused Miss X avoidable distress, confusion and uncertainty and meant she remained in unsuitable accommodation for too long. The Council will apologise to Miss X, make a symbolic payment, review her priority and take action to prevent similar fault in future.

    Service improvements

    The Council will amend its homelessness main housing duty decision letters to ensure it tells an applicant of their right to request a review of their housing register band priority.The Council will review why it failed to use the version of the main housing duty decision letter it created following the Ombudsman's previous investigation, with the section on the applicant's right to request a review of the suitability of their temporary accommodation. The Council will consider what steps it needs to take to prevent similar fault in future and tell the Ombudsman its decision, along with timescales for completing the steps.The Council will identify why it failed to communicate its decision on the outcome of the complainant's homelessness assessment, on whether it owed her the main housing duty and on the landlord's decision not to let their accommodation to her in a timely way. The Council will tell the Ombudsman what steps it will take to improve its communication in future and when it will complete those steps by.

  • London Borough of Lewisham (25 008 753)

    Category: Housing Date: 27-Mar-2026

    Summary

    Ms X complained about the Council’s handling of her homelessness application and safeguarding around domestic violence. She said she experienced distress, uncertainty and risk of further violence as a result. We found fault by the Council for its failure to provide interim accommodation and properly consider risks to Ms X for over two weeks. It was not at fault after this as it made a housing offer with review rights. The Council agreed to apologise and make payment to acknowledge the injustice its faults caused her. It will also complete a service improvement recommendation.

    Service improvements

    The Council will by training or other means, remind officers of the low threshold for triggering the its duty to offer interim accommodation when an applicant first makes their homelessness application. It should also remind officers of: 1. the provisions of Section 21.25 of the Homelessness Code of Guidance when dealing with applicants who may be fleeing domestic abuse. 2. the requirement to complete Domestic Abuse, Stalking and Honour Based Violence risk assessments where domestic abuse is disclosed.

  • London Borough of Lewisham (25 006 307)

    Category: Housing Date: 20-Feb-2026

    Summary

    We found fault in the Council’s handling of Miss X’s homelessness case. While the Council followed the correct process when assessing the suitability of temporary accommodation, it delayed in progressing matters, communicated poorly across teams, handled her complaints inadequately, and failed to provide proper reasons for the medical assessment or conclude the related review. These faults caused Miss X avoidable distress, uncertainty, and time and trouble. The Council has agreed to apologise, make a financial payment, issue a fresh reasoned medical decision with review rights, and improve its administrative practice.

    Service improvements

    Remind relevant housing and complaints staff of the importance of coordinated communication where a case involves multiple teams,and of the need for complaint responses to clearly identify fault, address injustice, and explain what action is being taken to put matters right.

  • London Borough of Lewisham (25 004 042)

    Category: Housing Date: 24-Mar-2026

    Summary

    Mr X complained the Council wrongly removed him from its housing register and failed to provide him with interim accommodation following a homelessness application. Mr X also complained about delays in the Council’s complaint handling. Mr X says the Council’s actions caused significant harm to his mental and physical health and negatively impacted his relationship with his children. We found fault by the Council. The Council has agreed to provide an apology and financial remedy to Mr X and reconsider his request for a review regarding his eligibility to be placed on the housing register.

    Service improvements

    Provide training to relevant staff regarding the principles of good administrative practice and the importance of demonstrating decision making in case notes.

  • London Borough of Lewisham (25 003 681)

    Category: Housing Date: 11-Mar-2026

    Summary

    Ms X complained the Council placed her and her child in unsuitable temporary accommodation. She also complained it failed to complete housing needs and risk assessments for her, offered alternative temporary accommodation which was unsuitable and charged her rent for accommodation she did not move to. We found fault by the Council on all matters. The Council has agreed to apologise and pay Ms X £7750 in recognition of the distress, frustration and uncertainty caused to her. It will also write off the rent arrears she has accrued due to the Council’s errors.

    Service improvements

    The Council will, by training or other means, remind officers of the provisions of Section 1.43 of the Homelessness Code of Guidance when dealing with applicants at risk of domestic abuse.

  • London Borough of Lewisham (25 002 786)

    Category: Housing Date: 09-Dec-2025

    Summary

    Miss X complained about the Council’s handling of her homeless application. The Council was at fault for failing to carry out a medical assessment. The Council was not at fault for providing temporary accommodation to Miss X in an area she was at risk of abuse. There is no evidence it knew Miss X was at risk when it placed her there and it moved her promptly to new accommodation when it became aware. The Council has agreed to apologise, pay Miss X a symbolic amount and carry out the medical assessment to remedy the injustice caused.

    Service improvements

    The Council agreed to review its process and consider how it will ensure medical records are received in a timely manner for the medical assessment to take place.

  • London Borough of Lewisham (25 000 607)

    Category: Housing Date: 12-Nov-2025

    Summary

    Miss B complained that the Council failed to carry out repairs to her temporary accommodation. We found the Council delayed in carrying out the repairs and failed to give Miss B a written decision about the suitability of the accommodation with a right of review. This caused Miss B to live in unsuitable accommodation for longer than was necessary. The Council has agreed to apologise, make a symbolic payment to her and improve its procedures for the future.

    Service improvements

    The Council has also agreed to remind all staff involved in suitability assessments that they must issue a written decision with details of the right of review.

  • London Borough of Lewisham (25 000 331)

    Category: Housing Date: 11-Dec-2025

    Summary

    Miss X complained about the Council’s handling of her reports of disrepair in her temporary accommodation and that it took too long to complete a suitability review of the accommodation. We found fault by the Council on both matters. This caused Miss X and her child to live in unsuitable accommodation for longer than they should have. It also caused them distress, financial loss and uncertainty. The Council agreed to our recommendations to address the injustice caused.

    Service improvements

    The Council will review its compensation policy so that it allows for homeless applicants to be reimbursed for costs they incur due to disrepair in temporary accommodation provided to them under the Council's housing duty.The Council will remind housing staff who deal with temporary accommodation suitability reviews to ensure review decisions are clearly recorded and a decision letter is sent to the applicant.

  • London Borough of Lewisham (24 022 480)

    Category: Housing Date: 31-Oct-2025

    Summary

    We have not investigated a complaint about delay by the Council in addressing repair issues in a temporary accommodation property, because it is late. There was fault in the way the Council then carried out the repairs, but the Council is currently negotiating a settlement about new matters with the complainant’s solicitor, which means there is no value to further investigation by us. The Council was at fault because it signposted the complainant to the wrong Ombudsman scheme to pursue her complaint further. Although this did not cause her an injustice, the Council has agreed to ensure its staff understand which scheme to refer complainants to in future.

    Service improvements

    the Council has agreed to circulate guidance to relevant staff, to ensure they are aware that complaints about conditions in temporary accommodation (as distinct from permanent social housing) fall within the jurisdiction of the Local Government and Social Care Ombudsman, and not the Housing Ombudsman Service.

  • London Borough of Lewisham (24 021 488)

    Category: Housing Date: 14-Nov-2025

    Summary

    Miss X complained that the Council failed to resolve disrepair in her temporary accommodation, which resulted in persistent damp and mould over an extended period. The Council was at fault for delay in addressing the leak, failing to complete or clearly record remedial works, and for not reviewing the suitability of the accommodation despite reports of health concerns and property damage. These faults caused significant distress to Miss X and her family. The Council has agreed to our recommendations.

    Service improvements

    Remind relevant officers that where a household in temporary accommodation raises concerns about disrepair, health impacts, or suitability, the Council should consider whether these issues require a reassessment of suitability. Any decision not to review should be clearly documented, with reasons.

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