Service improvements

London Borough of Merton

Showing service improvements between 1 April 2021 and 31 March 2022

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 - 2 of 2 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 (21 004 099)

    Category: Children's care services Date: 07-Jan-2022

    Summary

    Mrs X complained about the support and actions of the Council in relation to a child in need who lived with them. She also complained that reports the Council wrote for the courts were flawed and contained false allegations about her. We found the Council was at fault for not considering the complaint through the statutory children’s complaints process.

    Service improvements

    Use this case as an example, to ensure staff dealing with complaints are aware of the circumstances when the statutory complaints process should be used for children’s social care services complaints.

  • London Borough of Merton (20 013 681)

    Category: Children's care services Date: 27-Oct-2021

    Summary

    Mr and Mrs X complained the Council delayed in how it responded to their request for financial support as adoptive parents. We find the Council was at fault. That has caused Mr and Mrs X avoidable distress and frustration. The Council has offered a financial remedy and to review its guidance on adoption allowances. We are satisfied this remedies the injustice caused.

    Service improvements

    The Council agreed to review its Guidance on Adoption Allowances and Support to ensure it is clear on the financial support that is available and when.The Council agreed to brief relevant staff including those in the Adoption Agency of the procedure for requesting financial support.The Council agreed to remind all staff on the complaints team that any complaint about a child or any children’s services must be reviewed to ensure the correct procedure is followed.

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