The Leader of the Council's online diary - October 2007
23 October 2007
Councillors deal with huge issues like tackling crime, building new schools and transforming run-down estates. But often it's the individual cases where you can make an immediate difference to someone's life that feel the most rewarding.
An older lady came to see me at my regular advice surgery a few weeks ago. Mrs Smith (I've changed her name so she can't be identified) was tearful and clearly depressed. She said she had just moved to a sheltered housing scheme but wasn't happy there. She told me that because she'd had an electric cooker all her life she was frightened of using the gas cooker she'd been given and wasn't eating properly as a result. Her general state of mind meant she was mistrustful of her neighbours and the scheme managers. Mrs Smith was so worried she talked about taking an overdose, so it was clear she needed help urgently.
I immediately contacted one of our professional social workers to go round and talk to Mrs Smith. The social worker not only talked to her, she also spoke to Mrs Smith's doctor, the housing scheme manager and a senior care officer. They worked out the kind of support that Mrs Smith needed and put a package together. From that week, Mrs Smith has been getting help with her housework and laundry and regular check-ups to make sure she's happy and well. She is having her food delivered by Meals On Wheels seven days a week so she's eating properly again. She's been offered help to do her shopping, and a consultant psychiatrist has been brought in to review Mrs Smith's mental health needs: she has depression and is being helped to feel better.
I think there's an issue here about why no one at the sheltered scheme noticed that Mrs Smith needed help sooner. I'm having that checked out so we can work out how to make the system work better. People like Mrs Smith shouldn't be allowed to fall through the net. But having said that, I was impressed at the speed with which this quality of support was put in place. We clearly have some very impressive people working in Lambeth's social services team. I'm grateful to them for making sure Mrs Smith's quality of life gets better.
5 October 2007
I spent the morning working in Lambeth's new Customer Centre on Brixton Hill. The Centre, the first of several Lambeth's opening in the borough, gives residents access to a wide range of council services all under one roof.
Once inside, the Centre looks more like an airport lounge than a traditional council office. I was working with Elizabeth, my buddy for the morning, who showed me what to do. As people come through the door, we greeted them and showed them where to find help.
Friday morning's quieter than most days, but we still had a wide range of enquiries. One woman wanted to buy a residents' parking permit, but she hadn't yet bought her car and didn't have the vehicle details so she will have to come back. A young man came in to buy a parking permit, and he was able to get one there and then.
A well dressed man wanted to register to vote, and to ask whether the Council had any land for sale where he could build a house. He was directed to a customer service officer able to deal with both his queries. A younger woman came and asked for help to pay off her rent arrears. Her two young children were fascinated by the ticket machine. We were able to help her by directing her to the free phone service so she could speak to people able to help. A young man in his late teens came to ask for somewhere to live – he was homeless, saying his parents wouldn't let him live at home any more. The staff member who dealt with him was clearly very concerned, not least because he was a similar age to one of her own sons. She made sure he was taken care of.
So what did I learn? I learnt that the range of enquiries the Centre deals with is extremely wide. No matter how good the building – and it does look fantastic – the key is to have well supported, professional staff who care about the people they're helping. I'm glad to report that's exactly what we have at Lambeth's first Customer Centre.
Steve Reed's personal website. (This external website is not operated or sponsored by Lambeth Council - it is a personal website operated by Steve Reed in his capacity as a member of the Labour Party and consequently the council has no responsibility for its content and, for the avoidance of doubt, the views expressed on this external website do not necessarily reflect the views of the council.)