Frequently Asked Questions
1. Is Healthwatch Lambeth closing?
In July 2025, the government announced its plans to close Healthwatch England and the 152 local Healthwatch, as part of the NHS 10 Year Plan. Local HW functions would be transferred into Integrated Care Boards (for public feedback on the NHS) and into local authorities (for views on adult social care).
The changes require primary legislation and will happen over time. This means Healthwatch Lambeth is still here, open, and working for you. We will keep you updated as more details become available.
If you are concerned about the changes, there is a national petition calling on the government to invest in and strengthen independent public voice. You can find out more here or click below to sign the petition.
2. Are you part of the NHS or Lambeth Council?
No, we are an independent statutory organisation separate from the council and the NHS.
3. How are you funded?
Under the Health and Social Care Act 2012, we receive funding from the Government, with Lambeth Council acting as commissioners. We are also able to do specially commissioned work for other organisations.
4. I don’t live in Lambeth. Can you still help me?
There is a Healthwatch for every region in England, including one for every London borough. We can share your feedback with your local Healthwatch or give you their contact information.
5. What do you do with my feedback?
We share all feedback we receive with commissioners and providers. We ask that they acknowledge it and make note of any actions they can take to address it. We anonymise all feedback, unless we have your permission to use your details.
We use your feedback to identify what’s going well, what could be improved, and any trends and gaps in provision. We use this insight to help local providers and commissioners identify problems and improve. We also share insight with regional and national bodies, like the Care Quality Commission (CQC) and the Department of Health.
We also sit in major committees and liaison meetings, so we can ensure your voice is heard when any major decisions are made in the area.
6. What services do you cover?
We cover all health and social care services funded by the NHS and the local authority, excluding Children’s social services.
7. How do I place a complaint?
You can place a complaint by writing to the service provider. You can consult our in-depth guidance on how to place a complaint.
How to complain about an NHS service
How to complain about Adult Social Care services
8. Can you investigate my complaint?
No, but we can record your feedback and share it with service commissioners.
9. What's the difference between Healthwatch Lambeth and complaints advocacy?
Healthwatch Lambeth can’t advocate for you. Instead, we can give you information about how to complain and signpost you to NHS complaints advocacy.
NHS complaints advocates offer hands-on, independent support to anyone that wants to complain about NHS services. They can help you write your complaint letter, attend a resolution meeting, and understand your options once you get a response. In Lambeth, this service is provided by Voice Ability.
If you are a carer and your complaint is about social care, Carers Hub may be able to provide guidance and support through the complaints process.
10. What’s the difference between Healthwatch Lambeth and the Care Quality Commission (CQC)?
The Care Quality Commission (CQC) is the independent regulator of health and social care in England, meaning they are responsible for regulating, monitoring, inspecting, and evaluating services.
One of Healthwatch Lambeth's statutory powers is the right to visit any publicly funded service in Lambeth, either announced or unannounced. We call this an “Enter and View” visit.
This is different from a CQC inspection. While the CQC evaluates and rates services according to their inspection framework, we focus on gathering the views of those receiving care and sharing them with services to make improvements.
Find out more about Enter and View
11. What’s the difference between Healthwatch Lambeth and PALS?
The Patient Advice and Liaison Service (PALS) is a service-specific point of contact for patients, relatives, and carers to ask for advice and support. They are part of a specific NHS Trust and can usually only resolve issues within that service.
We may direct you to PALS if you have concerns about care received in hospital, as they can usually answer and resolve issues quickly. However, they are not independent of the service, which HWL is.
12. What’s the difference between Healthwatch Lambeth and social prescribers?
Social prescribers are based at GP surgeries. They aim to meet your practical, social, and emotional needs by connecting you with the right services.
Healthwatch Lambeth can signpost you to organisations we think may be helpful. However, social prescribers offer more in-depth, ongoing, individual support, as they can spend more time with you to better understand your needs. They also have direct connections with GPs, medical practitioners, and other local support. To access their services, you need to be referred by your GP.
Find out more about social prescribing
13. Can you help me with benefits, housing, etc.?
No, but we can signpost you to Citizens Advice Lambeth using our organisational referral form.
We can also signpost you to other organisations that may be able to help, like Centre 70.
14. Can you help me fill out a form?
No, but we may be able to signpost you to someone who can. For example, AgeUK can help elderly residents with some form filling and benefits advice.