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 - 7 of 7 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 (25 003 108)

    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 (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 (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 (20 007 386)

    Category: Adult care services Date: 10-Aug-2021

    Summary

    Mrs X complained the Council moved her aunt, Ms Y, into a residential home without notifying her or her husband Mr X. Mrs X further complained that when Ms Y later died in hospital, the Council again failed to inform her family. Mrs X said because of this she and Mr X lost the chance to say goodbye to Ms Y or help with her funeral arrangements, which caused them significant distress and upset. There was fault when the Council failed to notify Mr and Mrs X after Ms Y moved into residential care and did not follow the correct process when it cleared Ms Y’s home of its contents. The Council has agreed to provide an apology and remind its staff of the importance of the contacting next of kin when a service user is moved into residential care. This is a satisfactory resolution which addresses the fault identified.

    Service improvements

    The Council has agreed to remind staff of the importance of notifying next of kin when a person is moved into residential care.

  • London Borough of Merton (20 004 448)

    Category: Adult care services Date: 29-Jun-2021

    Summary

    Ms X complains the Council failed to assess her father’s (Mr Y’s) needs properly, failed to identify an indicative personal budget or agree a final budget. The Council failed to meet Mr Y’s needs after his capital fell below £23,250 and failed to assess the risk to him from moving to another care home. This left him paying for his own care when the Council should have been helping to fund it. It should refund Mr Y, apologise to his daughter and pay her financial recompense.

    Service improvements

    The Council has agreed to identify the action it needs to take to make sure it: a) does a person-centred risk assessment before deciding someone’s needs can be met at another care home; b) provides people with indicative personal budgets; c) responds to requests for information about third-party top-ups for care home fees; d) does not delay in sending people a care and support plan.

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