Service improvements

London Borough of Merton

Showing service improvements between 1 April 2023 and 31 March 2024

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 - 6 of 6 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 (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.

  • London Borough of Merton (22 015 497)

    Category: Housing Date: 03-Sep-2023

    Summary

    Ms X complained the Council misrepresented, and failed to pass on, vital information about a tenant it introduced to her under its private landlord scheme. The Council is at fault for failing to keep notes of its involvement in the tenancy arrangement. This did not cause an injustice to Ms X but the Council will take action to prevent reoccurrence.

    Service improvements

    The Council will change its procedure to ensure it keeps records for its involvement in setting up tenancies under its private landlord scheme.

  • London Borough of Merton (22 014 785)

    Category: Planning Date: 30-Oct-2023

    Summary

    Mr X and Mrs Y complain the Council failed to carry out a full assessment about overlooking and privacy issues with new neighbouring flats. We find fault with the Council for delay in completing the investigation and the complaint response, and poor communication. This caused frustration and distress to Mr X and Mrs Y, and we have agreed remedies for the injustice.

    Service improvements

    Within three months the Council should advise what it has done to ensure the errors made in the planning application process do not occur in the future, and remind relevant staff about the timescales for its complaint procedure.

  • London Borough of Merton (22 011 478)

    Category: Children's care services Date: 02-May-2023

    Summary

    We will not investigate Ms B’s complaint about the Council’s refusal to undertake a carers assessment under the Care Act 2014. This is because there is not enough evidence of fault with the actions taken by the Council to warrant an Ombudsman investigation.

    Service improvements

    Using this complaint as a case study issue written reminders to relevant staff to ensure they are aware of:The working together to safeguard children 2018 guidance which states councils should draw together relevant information gathered from the child and their family and from other relevant sources when completing parent carers assessments.

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