Key Points
- Lewisham Council delayed progressing a stage three complaint from a resident, known as Miss X.
- Miss X complained to the Local Government & Social Care Ombudsman (LGSCO) about this delay.
- The statutory procedure requires a stage three review panel to meet within 30 days of request, with a report issued within five working days afterward.
- The LGSCO found the council likely at fault and upheld the complaint.
- The council agreed to pay Miss X £100 for the delay and distress caused.
- Lewisham Council apologised and promised to learn from the outcome.
- The stage 3 panel meeting is reportedly scheduled for next week.
What happened in the complaint against Lewisham Council?
As reported by the Local Democracy Reporting Service (LDRS), an unnamed Lewisham resident, referenced as Miss X, made a formal complaint to the Local Government & Social Care Ombudsman (LGSCO) concerning the council’s failure to timely progress her stage three complaint in the statutory children’s complaints procedure.
- Key Points
- What happened in the complaint against Lewisham Council?
- What is the statutory complaints procedure timeline?
- What was the LGSCO’s decision regarding Lewisham Council?
- How did Lewisham Council respond to the LGSCO findings?
- When is the stage 3 panel meeting scheduled?
- Why does this case matter?
According to the LGSCO findings, Miss X had requested progression to stage three in July; however, Lewisham Council delayed this process, breaching the prescribed timeline. The delay caused Miss X to spend “significant time and trouble pursuing her complaint,” as noted in the LGSCO report.
What is the statutory complaints procedure timeline?
The children’s statutory complaints procedure includes clearly defined timelines. The procedure requires that when a complainant requests a stage three review panel, the council must convene the panel within 30 days of the request. After the panel meeting, a report must then be sent to the complainant within five working days. Following this, the council has 15 days to respond to the panel’s recommendations.
The LGSCO highlighted that Lewisham Council did not adhere to these timelines, which constitutes maladministration.
What was the LGSCO’s decision regarding Lewisham Council?
The LGSCO, after assessing Miss X’s complaint, chose to uphold it. The Ombudsman concluded the council was likely at fault due to the unacceptable delay. The LGSCO stated:
“We therefore asked the council to arrange the stage three panel meeting within one month. We also asked the council to apologise to Miss X for the delay and pay her £100 to remedy the time and trouble she has been to in pursuing her complaint.”
How did Lewisham Council respond to the LGSCO findings?
A spokesperson for Lewisham Council told the LDRS,
“We agree to and accept the decision made by the [LGSCO], recognising that our performance in this case wasn’t acceptable. We would like to apologise to the family for the distress caused and assure them that we will learn from this outcome.”
The council has reportedly agreed to pay Miss X the £100 compensation recommended by the LGSCO. Additionally, the council has agreed to resolve the complaint early by providing an appropriate remedy in light of the Ombudsman’s findings.
When is the stage 3 panel meeting scheduled?
According to the LDRS, the stage three panel meeting, which was delayed, is now scheduled to take place next week, aiming to conclude this matter.
Why does this case matter?
This case highlights the importance of public bodies adhering strictly to statutory complaint procedures. Delays can cause distress and frustration for complainants, undermining trust in local authorities. The LGSCO’s role in investigating and upholding such complaints serves as an accountability mechanism to ensure timely and fair resolutions.
