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.

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London Borough of Merton (21 005 278)

Category: Benefits and tax Date: 27-Mar-2022

Summary

Miss J complains about how the Council has dealt with her council tax support award. She says the amount it paid her was wrong. And it confused matters by changing an earlier discretionary decision to write off an overpayment. The Ombudsman’s decision is we will not look at whether the amount of council tax support was correct, as Miss J can appeal that issue. But we have upheld the complaint, as the Council’s administrative error led it to errors on Miss J’s council tax support account, that it then took some time to rectify.

Service improvements

The Council has written a new procedure in response to the complaint. This sets out what to do on its housing benefits administration system when there are multiple changes of universal credit.

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