Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2022 and 31 March 2023

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.

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London Borough of Lewisham (21 009 125)

Category: Other Categories Date: 20-Dec-2022

Summary

Mr C said the Council charged him too much rent for his business premises and failed to provide evidence to show what he owed. Much of this complaint is out of time as Mr C could have complained earlier so we have not investigated. However, the Council is at fault for the way in which it dealt with Mr C’s concerns. This caused Mr C injustice in the form of distress and uncertainty. The Council has agreed to apologise to Mr C and pay him a sum in recognition of the injustice caused.

Service improvements

The Council was at fault for poor record keeping and failures to respond to complaints. It has agreed that agreed that it will review its procedures, record keeping and systems to see how it can improve internal communication to prevent similar errors occurring in future and to write to the Ombudsman to inform us of any changes made.

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