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 (25 021 600)

    Category: Education Date: 25-Mar-2026

    Summary

    We found fault on Mrs Y’s complaint about the appeal panel’s failure to properly consider her appeal against the Council’s decision, acting as admission authority, to reject her application for her daughter to transfer to another school. There was a failure to show the appeal was properly decided. The decision letter failed to explain the reason for the decision. The Council agreed to send a written apology, arrange a new appeal hearing with a different panel, and provide guidance to the clerk to the panel.

    Service improvements

    The Council agreed to remind the clerk of the need to: make records of appeal panel hearings which show the panel’s consideration and decisions under the first and second stages of the appeal hearing; ensure letters are sent after appeal hearings which give reasons for the decision reached.

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