Lewisham Woman Awarded £100 After Council Complaint Delay

Key Points

• A Lewisham woman was awarded £100 after a lengthy delay by Lewisham Council in progressing her stage three complaint under the children’s statutory complaints procedure.
• The complaint was upheld by the Local Government & Social Care Ombudsman (LGSCO), which found the council at fault for the delay.
• The LGSCO highlighted that the complainant, referred to as Miss X, spent significant time and trouble in pursuing her complaint.
• Lewisham Council acknowledged the fault, apologised for the distress caused, and agreed to pay the £100 compensation.
• The stage three review panel is scheduled to meet within the next week.
• The statutory procedures require the stage 3 panel to meet within 30 days of the complainant’s request, followed by a report within 5 working days and a 15-day council response to panel recommendations.

What was the complaint about?

As reported by Ruby Gregory of the Local Democracy Reporting Service (LDRS), a South London resident, identified only as Miss X, submitted a complaint to Lewisham Council concerning children’s services under the statutory complaints procedure. The complaint reached stage three, which involves a review panel.

How did Lewisham Council delay handling the complaint?

Miss X requested progression to stage three in July, but Lewisham Council failed to arrange the required review panel within the 30-day timeframe mandated by the children’s statutory complaints procedure. The procedure stipulates that the panel must meet within 30 days of the request, deliver a report within five working days, and the council must respond within 15 days.

What did the Local Government & Social Care Ombudsman say about the delay?

The LGSCO, according to the MyLondon news report, stated it would likely find Lewisham Council at fault if a full investigation were undertaken. The Ombudsman upheld the complaint noting Miss X had undergone “significant time and trouble pursuing her complaint.” In their conclusion, the LGSCO said:

“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 Ombudsman’s findings?

A spokesperson for Lewisham Council told Ruby Gregory of 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 also agreed to pay Miss X the £100 compensation and work towards resolving the complaint promptly.

What is the current status of the complaint?

According to the Local Democracy Reporting Service, the stage three review panel is scheduled to convene next week to consider the complaint thoroughly and provide a formal report.

Why is this case significant for Lewisham Council and complainants?

This case highlights the importance of adhering to statutory timelines in complaint procedures, especially those involving children’s services. The LGSCO’s intervention underscores the consequences of delayed responses on complainants and the council’s accountability in such matters.