Lewisham Council ordered to pay £900 over adoption complaint failures
A couple from Lewisham has been awarded £900 in compensation after the council's prolonged and inadequate handling of their complaint regarding an adoption process. The Local Government & Social Care Ombudsman (LGSCO) found that Lewisham Council's failures caused the couple significant distress, frustration, and uncertainty during what should have been a supportive experience.
Council apologises for distress caused
Lewisham Council has publicly apologised to the family, stating: "We agree and accept all the recommendations made by the LGSCO, and apologise for any distress we have caused the couple as a result. We are committed to listening, learning from feedback, and doing all we can to make the complaints process as supportive and smooth as possible."
The council has been ordered to provide evidence that it has paid the couple £650 for poor complaint handling, plus an additional £250 for the stress and uncertainty caused by the complaints process itself.
Detailed timeline of complaint failures
The couple, identified only as Ms X and Mr Y in the LGSCO report published on January 29, 2026, complained that the council failed to provide adequate support and oversight throughout their adoption journey, leaving them feeling unsupported and isolated.
Their original complaint to Lewisham Council in October 2023 covered both the council's own actions and concerns about foster carers employed by an independent fostering agency. While the council investigated matters relating to its own conduct, complaints about the foster carers were forwarded to the agency for independent investigation.
The couple escalated their complaint through multiple stages:
- Stage one: The council's initial response in December 2023 focused only on council-related matters
- Stage two: Upheld the couple's complaint, finding the council unclear about introduction procedures and failing to ensure foster carers shared children's pictures
- Stage three: The council accepted findings and recommendations in December 2024, including service improvements and the £650 payment
Ombudsman identifies systemic failures
The LGSCO investigation revealed significant procedural delays, with the council taking five months to complete stage two instead of the required 65 working days, and another five months for stage three instead of 50 working days.
While acknowledging that some complaints properly fell to the independent fostering agency to investigate, the ombudsman noted that concerns about day-to-day care, safety, and planning for the children remained the council's responsibility. The LGSCO found "no evidence the council used information from the IFA investigation to make findings in the statutory complaint procedure."
Broader implications for adoption services
The couple reported that false accusations made by a foster carer caused them humiliation and trauma, and they have now lost trust in the adoption process entirely. This case highlights the emotional vulnerability of prospective adoptive parents and the critical importance of transparent, timely complaint handling by local authorities.
Beyond the compensation payment, Lewisham Council must now complete a new stage two investigation, reconsider all aspects of the couple's complaint, and provide evidence of implementing the ombudsman's recommendations. This ruling serves as a significant reminder of councils' statutory responsibilities in adoption processes and complaint handling procedures.
