Lewisham Council apologises for ignoring social care invoice complaint

Lewisham Council has apologised to a resident, referred to as Mrs X, for "significant distress and inconvenience" after failing to respond to her complaints about errors in social care invoices for her adult daughter. The Local Government and Social Care Ombudsman upheld Mrs X's complaint, stating the council was at fault for not responding to her original concerns.

Mrs X had lodged two complaint letters with the council, which were signed for in September and November 2025. She sought a response acknowledging fault, a payment for financial detriment incurred by her daughter, and a waiver of enforcement fees she believed were unwarranted. The Ombudsman noted that the council had failed to register and respond to these communications.

Ombudsman's Decision and Council's Response

The Local Government and Social Care Ombudsman indicated it would likely find Lewisham Council at fault for its lack of response. A spokesperson for Lewisham Council acknowledged the Ombudsman's decision, stating they agreed with its findings and apologised for any distress caused. The council has committed to providing a formal response to Mrs X's complaint within one month.

The Ombudsman stated that the council's agreement to resolve the complaint early by providing a remedy for the injustice caused by the non-response was satisfactory. Mrs X may bring the substantive complaint regarding care charges to the Ombudsman again if she remains dissatisfied after the council's forthcoming response.