Service improvements

London Borough of Merton

Showing service improvements between 1 April 2026 and 31 March 2027

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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 (25 010 517)

Category: Education Date: 11-Aug-2026

Summary

Miss X complained the Council failed to secure a school placement for her child, failed to make suitable education provision, or meet their needs as specified in their Education, Health and Care Plan for a significant period. This caused Miss X significant distress, frustration and uncertainty, and her child missed out on education and support they were entitled to. We found the Council at fault. The Council agreed to apologise, make symbolic payments to recognise the injustice, and take action to improve its service.

Service improvements

The Council should use this complaint as a case study to review the faults identified. Particularly in relation to processes around how it fulfils its alternative provision duties, how it monitors education it offers for a child, how it considers repeated unsuccessful consultation responses for a child out of school, and how it ensures it secures provision in Education, Health and Care Plans. It should identify relevant points of learning found during this review and share with us how it will act on these to improve its services, with actions it intends to take.

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