London Borough of Merton (23 013 351)

Statement Upheld Assessment and care plan 23-Apr-2024

Summary: We uphold the complaint. The Council failed to offer a care home placement which met Ms Y’s needs, failed to revise her care and support plan or offer an appropriate personal budget. It also failed to offer a direct payment to be managed by her family. This caused a financial loss, avoidable distress and confusion. The Council will apologise, make payments to reimburse and take action described in this statement.

London Borough of Merton (23 000 549)

Statement Upheld Special educational needs 22-May-2024

Summary: The Council was at fault for a delay in deciding what support Mrs X’s daughter should receive for her special educational needs. It should have done this by October 2022, but did not do it until July 2023. This means there was a corresponding delay to some of the support Mrs X’s daughter needed. The Council will offer symbolic payments to Mrs X and her daughter to recognise their injustice.

London Borough of Merton (23 013 289)

Statement Upheld Land 20-Jun-2024

Summary: Mr X complained about the Council publishing incorrect information about liability for maintaining the road next to his home. Mr X said finding the Council did not maintain the road after he bought his home caused distress, anxiety and financial damage. We found the Council at fault for not providing accurate and timely information about the road, which information it knew Mr X and others would rely on when deciding to buy their homes. To put matters right, the Council agreed to refer Mr X’s and other residents’ complaints to its insurers to consider and resolve.

London Borough of Merton (23 006 152)

Statement Upheld Homelessness 09-Jul-2024

Summary: Ms X complained the Council delayed accepting a housing duty, provided temporary accommodation unsuitable for her family’s needs, and failed to address concerns about the condition of the accommodation. She also complained about the Council’s communication. We have found the Council at fault. We have made recommendations to remedy the injustice caused.

London Borough of Merton (23 014 163)

Statement Upheld Transition from childrens services 30-Jul-2024

Summary: Mrs Q complains the Council delayed referring her daughter for an Adult Social Care assessment, in the time before her 18th birthday. And when it did make the referral it did not tell them and delayed responding to her contacts. We uphold the complaint. The Council has agreed to our recommendations.

London Borough of Merton (23 015 226)

Statement Upheld Special educational needs 27-Aug-2024

Summary: Miss D complained her child had not received access to a full-time education since January 2023. We upheld the complaint finding some fault in the extent of alternative provision made for Miss D’s child while out of school. Also, for its response when Miss D complained about specific incidents in January 2024. We considered these faults led to some distress for Miss D and some loss of education provision for her child. The Council accepted these findings. At the end of this statement we set out the action it has agreed to take to remedy this injustice and improve its services.

London Borough of Merton (24 001 039)

Statement Upheld Parking and other penalties 10-Sep-2024

Summary: Mr X complained the Council removed his parking permit despite previously advising he could have a parking permit. We found fault with the Council for granting the parking permit. The Council corrected this fault by cancelling the parking permit. The Council allowed Mr X to keep the parking permit through to its expiry date. This was suitable action to address the injustice caused by the Council’s fault.

London Borough of Merton (23 020 972)

Statement Upheld Assessment and care plan 12-Dec-2024

Summary: There was delay by the Council in reviewing Ms Y’s care and support plan causing avoidable uncertainty. There was delay in complaint handling and a failure to provide a response, causing avoidable distress and time and trouble. The Council will make a payment, apologise, make a decision on funding and review procedures to minimise the risk of delay in future.

London Borough of Merton (24 003 526)

Statement Upheld Refuse and recycling 06-Feb-2025

Summary: Mr X complained the Council wrongly issued him with a fixed penalty notice when he left his domestic refuse out for collection at the wrong time. We have found fault by the Council in not considering the full range of powers when deciding to issue the notice. We consider the agreed action by the Council of a refund of the amount paid by Mr X and an apology provides a suitable remedy.

London Borough of Merton (24 000 054)

Statement Upheld Assessment and care plan 07-Feb-2025

Summary: Mr F complained that the Council had failed to assess his social care needs since 2018 and failed to provide an independent advocate to support him since 2017. We found no fault in the advocacy offered by the Council or in its decision that it is not required to provide an advocate to assist someone to make a complaint. There was fault in not replying to an email but this did not cause significant injustice to Mr F.