Service improvements

London Borough of Merton

Showing service improvements between 1 April 2025 and 31 March 2026

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 - 1 of 1 cases with service improvements

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  • 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.

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