Service improvements

London Borough of Lewisham

Showing service improvements between 1 April 2025 and 31 March 2026

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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 (24 008 982)

Category: Education Date: 08-May-2025

Summary

Miss C complained that, after her son’s laptop broke, the Council refused to fund another one, despite the fact he did not have any other way to receive his online tutoring. The Council did not respond to her contacts and delayed arranging a school placement. We uphold the complaint, due to the Council not responding to Miss C’s contacts and delaying its consultation with schools. Miss C and her son experienced avoidable distress and her son missed education. The Council has agreed to our recommendations to remedy this injustice and to carry out a review.

Service improvements

The Council will review the faults found in this complaint and produce recommendations for how it can avoid a situation in the future where consultations with educational institutions are delayed and contacts from parents go unanswered. These recommendations should be considered by an officer with sufficient seniority to implement any changes recommended.

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