London Borough of Lambeth
Annual statistics ?Find out more about annual statistics
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Complaints upheld
89% Complaints upheld by London Borough of Lambeth
89% of complaints we investigated were upheld.
This compares to an average of 85% in similar authorities.
32 upheld decisions
View upheld decisionsAdjusted for London Borough of Lambeth's population, this is
10.1 upheld decisions per 100,000 residents.The average for authorities of this type is
8.2 upheld decisions per 100,000 residents.Statistics are based on a total of 36 investigations for the period between 1 April 2023 to 31 March 2024
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Compliance with Ombudsman recommendations
100% of cases were successfully implemented by London Borough of Lambeth
100% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 30 compliance outcomes for the period between 1 April 2023 to 31 March 2024
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Satisfactory remedies provided by the Council
9% Complaints with satisfactory remedy provided by London Borough of Lambeth
In 9% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 12% in similar authorities.
3 satisfactory remedy decisions
Statistics are based on a total of 32 upheld decisions for the period between 1 April 2023 to 31 March 2024
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Reports ?Find out more about reports
In the last nine years, the Ombudsman has published the following reports against London Borough of Lambeth
Child left in pain for years because of council delays
A young person spent three years in unnecessary pain because delays by Lambeth council meant they could not have a crucial operation, a Local Government and Social Care Ombudsman investigation has found.
Councils need to check how they help people with hidden disabilities
Councils are being urged to check their procedures to avoid disadvantaging people with ‘hidden disabilities’ following the publication of three separate investigation reports into London councils by the Local Government and Social Care Ombudsman.
More than 6,000 noise nuisance complaints not investigated by London council
Lambeth council has agreed to look into long-standing noise nuisance issues after officers admitted, during a Local Government and Social Care Ombudsman investigation, it had turned down more than 6,300 complaints.
Woman left in unsuitable temporary accommodation for too long by London council
Council delays left a woman fleeing domestic violence with her autistic child in unsuitable bed and breakfast accommodation for nearly two years, the Local Government and Social Care Ombudsman has found.
Don’t miss out on chance to learn from complaints, Ombudsman urges
Councils should view complaints as an opportunity to improve services, the Local Government Ombudsman (LGO) has recommended.
Admissions authorities reminded about proper vacancy process
Admissions authorities across England are being urged to remind their schools about the proper process for filling places following a complaint to the Local Government Ombudsman (LGO).
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 24 006 548
Category: Housing
Sub Category: Homelessness
- The Council will review its main housing duty decision letters to ensure they give clear information about a person's right to ask for a statutory review of the suitability of their temporary accommodation.
Case reference: 24 006 071
Category: Housing
Sub Category: Homelessness
- Remind staff of the Council’s duty to people living in unsuitable accommodation.
- Provide guidance to all relevant staff on the actions the Council should take to source alternative accommodation. This guidance should include recording the actions the Council takes.
Case reference: 24 004 791
Category: Housing
Sub Category: Homelessness
- The Council agreed to ensure it considers the suitability of temporary accommodation in response to complaints of disrepair, including damp and mould, and issues a written decision setting out the applicant's right to ask for a suitability review. It will provide training or guidance as needed.
- The Council agreed to arrange a meeting between a senior Council manager responsible for procurement and management of temporary accommodation and a senior representative from the managing agent to discuss our findings. They should identify ways to improve liaison, information-sharing and performance monitoring to ensure the agent meets the timescales and service standards in the agreement.
- The Council agreed to monitor the managing agent’s performance against the service level agreement for three months from the date of our final decision. It is up to the Council how it chooses to conduct this monitoring. If the Council decides not to physically inspect all properties, it should consider identifying and inspecting properties with repeated reports of disrepair from occupants.
Case reference: 24 001 840
Category: Adult care services
Sub Category: Assessment and care plan
- In writing, remind officers to keep accurate records of how decisions were reached.
- In writing, remind officers to issue complaint responses which deal with the issues raised by complainants.
Case reference: 24 000 401
Category: Environment and regulation
Sub Category: Antisocial behaviour
- Remind relevant staff of the importance of keeping accurate records of meetings and decision making.
- Provide guidance to relevant staff on the Council's responsibilities when completing Anti-Social Behaviour case reviews.
Case reference: 23 021 187
Category: Housing
Sub Category: Homelessness
- The Council will review any similar cases where residents in this building (living in temporary accommodation provided by the Council) have reported problems with the building and consider whether it is appropriate to move them into suitable accommodation.
Case reference: 23 020 068
Category: Housing
Sub Category: Private housing
- Review its procedures and timeframes for inspecting/responding to reports of disrepair in privately rented properties.
- Provide training/reminders to relevant staff of: a)the need to properly record their consideration of homelessness applications and to write to applicants to confirm what housing duty the Council decides it owes them, and to explain the applicant's rights of review; andb)the importance of properly considering whether it is reasonable for a homeless applicant to continue residing at a property which is in disrepair and affecting their health.
Case reference: 23 020 047
Category: Housing
Sub Category: Homelessness
- Demonstrate how it will ensure that officers always carry out a suitability assessment to identify the household’s needs before making a placement in interim or temporary accommodation.
- fShow how it will monitor homelessness applications and set reminders of statutory deadlines e.g. 56 days, 8 weeks.
Case reference: 23 019 748
Category: Housing
Sub Category: Allocations
- Remind staff to ensure they carry out a suitability review of a person’s temporary accommodation when applicants or persons on their behalf raise concerns about the suitability of such accommodation.
Case reference: 23 019 381
Category: Adult care services
Sub Category: Charging
- The Council has agreed to reviews its adult social care complaints procedure and take steps to ensure complaint responses are sent within the Council’s timescales. The Council should also ensure it has system in place to monitor complaints to identify if delays are likely to occur, to enable it to take action to minimise the delays and provide regular and meaningful updates to the complainant.
Last updated: 4 April 2015