Service improvements

London Borough of Merton

Showing service improvements between 1 April 2021 and 31 March 2027

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

Showing 1 - 10 of 20 cases with service improvements

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Downloads the current filtered list of service improvement decisions for London Borough of Merton as a CSV file.

  • London Borough of Merton (25 009 024)

    Category: Adult care services Date: 12-Apr-2026

    Summary

    The Council acknowledges fault in failing to formally notify Miss X of a change in care provider. It further acknowledges shortcomings in the way it managed her complaint about this.

    Service improvements

    It also agreed to remind relevant staff of the importance of clearly informing service users, in advance where possible, of any significant changes to their care arrangements, and of confirming such changes in writing where contact cannot be made.

  • London Borough of Merton (25 021 600)

    Category: Education Date: 25-Mar-2026

    Summary

    We found fault on Mrs Y’s complaint about the appeal panel’s failure to properly consider her appeal against the Council’s decision, acting as admission authority, to reject her application for her daughter to transfer to another school. There was a failure to show the appeal was properly decided. The decision letter failed to explain the reason for the decision. The Council agreed to send a written apology, arrange a new appeal hearing with a different panel, and provide guidance to the clerk to the panel.

    Service improvements

    The Council agreed to remind the clerk of the need to: make records of appeal panel hearings which show the panel’s consideration and decisions under the first and second stages of the appeal hearing; ensure letters are sent after appeal hearings which give reasons for the decision reached.

  • London Borough of Merton (25 003 108)

    Category: Adult care services Date: 06-Feb-2026

    Summary

    Mr X complained about the Council’s handling of concerns about disrepair and risk in Ms Y’s supported living placement. He said she was at risk of harm and did not receive the support she needed. We found fault by the Council for causing delays in the statutory assessment processes for Ms Y, in its complaints handling, and it delayed progressing repairs with her landlord. As a result, Ms Y experienced a risk of harm and had a loss of care and support. Mr X also experienced an injustice. The Council agreed to apologise and make payment to acknowledge the impact its faults had on them and make service improvements.

    Service improvements

    The Council will review why it’s assessment of Ms Y’s mental capacity was delayed, and share with the Ombudsman an action plan, or steps it has already taken, to ensure such assessments are completed in a timely manner. This is to ensure those who lack capacity have the relevant help in the care and support processes and any support is appropriate to their needs and wishes.The Council will review why it failed to respond to Mr X’s complaint over a six-month period, and share with the Ombudsman the steps it intends to take, or has taken, to ensure such delays and oversight do not happen.

  • London Borough of Merton (24 012 903)

    Category: Adult care services Date: 06-Mar-2025

    Summary

    We will not investigate Mr X’s complaint about his mother’s discharge from hospital to a care home because there is insufficient evidence of fault to justify our involvement. We asked the Council to take steps to remedy the uncertainty caused by its lack of information about the cost of his mother’s care and the avoidable time and trouble Mr X was put to trying to resolve the matter. It has agreed to apologise, make a symbolic payment and take steps to improve its services.

    Service improvements

    The Council will remind relevant staff of the importance of providing as much information as possible about the likely costs of adult social care, as soon as possible after the care is arranged.

  • London Borough of Merton (24 003 526)

    Category: Environment and regulation Date: 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.

    Service improvements

    The Council will provide guidance to relevant staff to ensure they are aware of and understand the Department for Environment, Food and Rural Affairs guidance on the use of fixed penalties for domestic waste receptacle offences.

  • London Borough of Merton (23 020 972)

    Category: Adult care services Date: 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.

    Service improvements

    The Council will review procedures for care and support plan reviews to ensure they are completed in an appropriate timescale.

  • London Borough of Merton (23 006 152)

    Category: Housing Date: 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.

    Service improvements

    The Council will share the Ombudsman's decision with relevant officers to identify wider points of learning.The Council will act to ensure officers clearly record how properties offered under the interim accommodation duty are considered suitable for the applicant and members of their household.The Council will act to ensure all offers of temporary accommodation are made to the applicant in writing and set out the applicant's statutory right to request a suitability review.The Council will remind relevant officers the Council must write to applicants to confirm what housing duty the Council decides it owes them, and to explain the applicant's rights of review.

  • London Borough of Merton (23 006 102)

    Category: Transport and highways Date: 25-Mar-2024

    Summary

    Ms X complained about how the Council dealt with two road traffic offences recorded against her and the enforcement action it took to recover the charges. There was fault by the Council for its poor record keeping and for providing Ms X with confusing information about the road traffic offences. This caused Ms X injustice. The Council has agreed to take action to remedy the injustice caused.

    Service improvements

    Review Ms X’s case to see why the data was cleansed on the first penalty charge notice while data was retained on the second penalty charge notice when both offences happened at a similar time. This is to confirm whether the data cleanse was a one off or if there is some error in the Council’s system. Provide the Ombudsman with a short-written summary of the outcome of the review.By training or other means remind staff of the importance of keeping a paper trail and retaining copies of all statutory documents the Council issues to motorists in relation to road traffic offences. This is to ensure the Council can evidence it follows the proper legal process for enforcement of penalty charge notices.Remind relevant staff of the importance of providing clear and accurate information to motorists about the penalty charge notices the Council records against them.

  • London Borough of Merton (23 001 234)

    Category: Benefits and tax Date: 25-Mar-2024

    Summary

    Ms X complained about how the Council dealt with her council tax bills and the enforcement action it took to recover the amounts owed. Ms X also complained about the conduct of the enforcement agent who visited her property. There was no fault with how the Council dealt with and recovered Ms X’s council tax bills. However, there was fault by the Council for its failure to follow its retention policy for enforcement agents’ body worn videos, but it caused no injustice to Ms X.

    Service improvements

    The Council has agreed to remind relevant staff of the importance of adhering to the Council’s body worn video policy on the retention of footage for three months after an enforcement agent’s visit.

  • London Borough of Merton (22 017 201)

    Category: Adult care services Date: 04-Sep-2023

    Summary

    Mr X complained about delays and the way the Council managed the care needs assessment process for his mother. We found fault with the Council for not properly explaining its decision about how it considered her care needs could be met, and for poor communication with Mr X. The Council has agreed to our recommendations to remedy this injustice.

    Service improvements

    The Council will send written reminders to relevant staff to ensure decision making Forums clearly record discussions during meetings and to document rationale when deciding what care and support can meet an individual’s eligible assessed needs.

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