Lewisham Woman Wins £100 Over Council’s Delayed Complaint Response
A resident of Lewisham, South London, has received a £100 compensation after her complaint about the council’s delays was upheld. This decision comes from the Local Government & Social Care Ombudsman (LGSCO). The Ombudsman noted that the resident, referred to as Miss X, encountered significant delays during the final stage of the children’s statutory complaints procedure.
Details of the Complaint
Miss X had initially requested the progress of her complaint to stage three in July. According to the regulations, the council should hold a stage 3 review panel meeting within 30 days. Following this meeting, a report is due within five working days, and the council must respond to recommendations within 15 days.
Council’s Response
The LGSCO stated that if they investigated further, it would likely determine that the council was at fault for its handling of the case. In their judgment, the LGSCO asked the council to expedite the panel meeting within one month. They also required the council to issue an apology to Miss X and provide her with the £100 compensation for the distress caused.
Actions Moving Forward
Following the LGSCO’s decision, Lewisham Council accepted the findings and expressed regret over the situation. A spokesperson for the council acknowledged their performance was unacceptable and committed to learning from the incident.
- Compensation amount: £100
- Complaint raised: July
- Stage 3 panel meeting due: Next week
This incident highlights the importance of timely responses in the statutory complaints process. The council’s commitment to rectify this issue will hopefully lead to improved handling of future complaints.
