Lewisham Couple Awarded £900 in LGSCO Adoption Complaint Ruling

Key Points

• A couple from Lewisham, South London, referred to as Ms X and Mr Y, have been awarded £900 in compensation by the Local Government & Social Care Ombudsman (LGSCO) due to Lewisham Council’s poor handling of their adoption-related complaint.
• The total award comprises £650 for inadequate complaint handling and an additional £250 for the distress, frustration, and uncertainty caused to the couple.
• Lewisham Council has accepted all LGSCO recommendations, apologised for any distress caused, and committed to improving its complaints process.
• The couple complained about insufficient support and oversight during the adoption process, feeling unsupported and isolated.
• Further grievances included the council’s failure to fully investigate complaints, poor communication, loss of trust in the adoption system, and trauma from false accusations by a foster carer.
• The LGSCO report was published on January 29, 2026.
• The council must provide evidence of the £900 payment to the ombudsman.

Lewisham (South London News) February 6, 2026 – A couple from Lewisham have been awarded £900 after Lewisham Council took too long to handle their complaint regarding an adoption process, as detailed in a Local Government & Social Care Ombudsman (LGSCO) report. The council has been criticised for failing to consider the couple’s complaints, which the LGSCO said caused them distress, frustration, and uncertainty. Lewisham Council has apologised to the family for ‘any distress we have caused the couple’.​

What led to the couple’s complaint against Lewisham Council?

The couple, identified only as Ms X and Mr Y in the LGSCO report published on January 29, 2026, lodged a formal complaint highlighting multiple shortcomings in the council’s adoption support. As outlined in the MyLondon News article, they alleged that Lewisham Council failed to provide adequate support and oversight throughout the adoption process, leaving them feeling unsupported and isolated. This lack of guidance exacerbated their challenges during what should have been a supportive journey to build their family.

Ms X and Mr Y raised several other complaints, asserting that the council did not fully investigate their concerns and communicated poorly throughout the process. According to the LGSCO findings summarised by MyLondon News, these lapses contributed significantly to the couple’s ongoing frustration.

Why did the LGSCO intervene in this adoption dispute?

The Local Government & Social Care Ombudsman stepped in after the couple escalated their grievances beyond the council’s internal processes. The LGSCO determined that Lewisham Council’s handling of the complaint was deficient, particularly in its timeliness and thoroughness. As reported by MyLondon News, the ombudsman ruled that the delays and oversights caused the couple unnecessary distress, frustration, and uncertainty.

In its report, the LGSCO ordered specific remedies, including £650 in compensation directly tied to the poor complaint handling. An additional £250 was mandated to acknowledge the emotional toll of the stress and uncertainty inflicted during the complaints procedure. The council was further instructed to submit evidence confirming payment of the full £900 to the couple.

How did Lewisham Council respond to the ombudsman’s ruling?

A spokesperson for Lewisham Council issued a statement fully accepting the LGSCO’s recommendations. As quoted in the MyLondon News coverage, the spokesperson said:

“We agree and accept all the recommendations made by the LGSCO, and apologise for any distress we have caused the couple as a result. We are committed to listening, learning from feedback, and doing all we can to make the complaints process as supportive and smooth as possible.”

This apology underscores the council’s acknowledgment of procedural failures. By committing to improvements, Lewisham Council aims to restore confidence in its services, particularly in sensitive areas like adoption.

What specific impacts did the couple report from the council’s failures?

Ms X and Mr Y expressed profound repercussions from the council’s mishandling. In the LGSCO report detailed by MyLondon News, they stated that they have now lost trust in the adoption process entirely. The couple highlighted the humiliation and trauma stemming from false accusations made by a foster carer, which they believe were not adequately addressed.

These experiences left them feeling isolated at a critical time. The ombudsman’s findings validated their sense of being let down, emphasising how poor oversight can erode faith in public services designed to assist vulnerable families.

What is the role of the Local Government & Social Care Ombudsman?

The LGSCO serves as an independent body investigating complaints about councils and care providers in England. In this case, it scrutinised Lewisham Council’s actions following the couple’s referral. The ombudsman’s report, published January 29, 2026, provided a detailed analysis, leading to the compensation order and directives for the council.

Such interventions ensure accountability, as seen in prior cases like the Lambeth Council payout referenced in MyLondon News links. The LGSCO’s decisions are binding, compelling councils to act swiftly.

Why is timely complaint handling crucial in adoption cases?

Adoption processes involve high emotional stakes, where delays or miscommunications can have lasting effects on families. For Ms X and Mr Y, the council’s slow response compounded their difficulties, as noted in the LGSCO report via MyLondon News. Effective handling builds trust and supports prospective parents navigating complex bureaucracy.

Councils like Lewisham must prioritise these complaints to prevent similar outcomes. The £900 award serves as a reminder of the human cost of administrative lapses.

How does this case reflect broader issues in UK council adoption services?

This incident highlights ongoing challenges in local authority adoption support across the UK. Families often report feeling adrift without proper guidance, mirroring Ms X and Mr Y’s isolation. The LGSCO’s involvement points to systemic needs for better training and resources in complaint resolution.

Lewisham Council’s acceptance of fault positions it to lead improvements. However, similar ombudsman rulings against other councils suggest a pattern requiring national attention.

What steps must Lewisham Council take following the ruling?

Beyond the apology and payment, the council faces requirements to demonstrate compliance. The LGSCO mandated evidence of the £900 payout, ensuring the couple receives redress. Internally, Lewisham must refine its complaints framework to avoid future distress.

As per the spokesperson’s statement in MyLondon News, the focus is on learning from feedback. This includes streamlining processes for adoption-related grievances.

Who are Ms X and Mr Y, and why the anonymity?

Ms X and Mr Y remain pseudonyms in the LGSCO report to protect their privacy amid sensitive adoption matters. MyLondon News coverage respects this, focusing on their experiences without revealing identities. Anonymity shields families from further trauma, especially given the false accusations they endured.

What precedents exist from similar LGSCO decisions?

The MyLondon News article links to a comparable case where Lambeth Council was ordered to pay a family over adoption issues. These rulings reinforce the ombudsman’s role in upholding standards. Patterns across cases emphasise communication and investigation as common pitfalls.

How can affected families pursue complaints like this one?

Prospective adopters facing issues should first use council internal processes, then escalate to the LGSCO if unsatisfied. The ombudsman’s free service reviews evidence impartially, as it did here. Resources on the LGSCO website guide applicants.

What improvements has Lewisham Council pledged?

The council’s commitment, as voiced by its spokesperson in MyLondon News, centres on a supportive complaints experience. This involves active listening, feedback integration, and procedural enhancements. Such steps aim to prevent distress for future families.

Implications for South London adoption hopefuls

Couples in Lewisham and surrounding areas can take reassurance from this outcome. It demonstrates accountability mechanisms work, though the process tested Ms X and Mr Y severely. Enhanced council practices could strengthen regional adoption services.