Service improvements

London Borough of Merton

Showing service improvements between 1 April 2024 and 31 March 2025

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 - 4 of 4 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 (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.

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