Lewisham Council fails to act on ombudsman rulings in over a third of cases
Ombudsman warns of systemic issues after repeated delays in compliance with recommendations
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Relies on a named ombudsman and quoted letter with specific complaint figures, but provides only a single source.
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Lewisham Council has been rebuked by the Local Government and Social Care Ombudsman for repeated failures to act on its recommendations. In a letter sent to the council’s chief executive, the ombudsman revealed that more than a third of cases investigated between April 2025 and March 2026 saw no evidence of compliance within agreed timescales.
The ombudsman received 215 complaints about Lewisham Council during that period, an increase from 174 the previous year. Of these, 52 were fully investigated, up from 42 in the prior year. The remaining cases were either dismissed or assessed and closed without further action.
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Delays and poor documentation
The ombudsman’s letter noted that while Lewisham Council generally responded to investigations on time, the quality of information provided was often inadequate. Seven cases included large volumes of unstructured documents, missing key evidence, or signs of poor local complaint handling. The ombudsman stated this hindered investigations and delayed resolutions.
In some instances, the delays affected personal remedies such as apologies and payments. The ombudsman described one case where non-compliance was so severe it led to a new complaint being registered, a step it called “rare and disappointing”.
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Systemic failures
The ombudsman’s letter highlighted that non-compliance has been recorded in Lewisham Council in 2021, 2022, and 2024. It suggested this points to a systemic issue in how the council oversees recommendations and prioritises complaints. The letter stated that previous warnings had not led to sustained improvement.
Given that non-compliance has also been recorded in 2024, 2022 and 2021, this suggest a systemic issue in how the council oversees our recommendations and prioritises complaints.
Local Government and Social Care Ombudsman, in a letter to Lewisham Council
Impact on residents
The ombudsman’s reports reveal the human cost of these failures. In one case, a child with a compromised immune system was forced to live in damp and mouldy accommodation miles from their hospital. The council delayed finding suitable housing until a week before the family’s eviction, despite knowing the child’s medical needs.
Another case involved a mother and her children being moved between temporary accommodations around 20 times. One property was so poorly maintained that her youngest child was hospitalised due to damp and mould. The ombudsman ordered the council to pay over £14,000 in compensation.
What happens next
The ombudsman’s letter does not specify a deadline for Lewisham Council to address the issues. However, it states that the council must demonstrate sustained improvement in its handling of complaints and compliance with recommendations. Residents can continue to escalate complaints to the ombudsman if they remain unresolved.
Questions this report answers
+How many complaints did the ombudsman receive about Lewisham Council?
The Local Government and Social Care Ombudsman received 215 complaints about Lewisham Council between April 2025 and March 2026. This was an increase from 174 complaints the previous year, reflecting a rise in grievances about the council’s services.
+What happens if Lewisham Council does not comply with ombudsman recommendations?
If Lewisham Council fails to comply, the ombudsman can register a new complaint, as it did in one case. Delays in compliance can also affect personal remedies, such as apologies or payments, causing further frustration for residents.
+What are the most common issues in complaints about Lewisham Council?
Many complaints relate to housing, including poor temporary accommodation and delays in finding suitable homes. The ombudsman has also highlighted cases involving children’s services and benefits, with some leading to significant compensation payments.
+How can residents escalate a complaint about Lewisham Council?
Residents can escalate unresolved complaints to the Local Government and Social Care Ombudsman. The ombudsman investigates cases where councils have failed to address grievances, and can recommend remedies such as apologies, payments, or policy changes.
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