Service improvements

London Borough of Merton

Showing service improvements between 1 April 2021 and 31 March 2027

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 (23 006 152)

    Category: Housing Date: 09-Jul-2024

    Summary

    Ms X complained the Council delayed accepting a housing duty, provided temporary accommodation unsuitable for her family’s needs, and failed to address concerns about the condition of the accommodation. She also complained about the Council’s communication. We have found the Council at fault. We have made recommendations to remedy the injustice caused.

    Service improvements

    The Council will share the Ombudsman's decision with relevant officers to identify wider points of learning.The Council will act to ensure officers clearly record how properties offered under the interim accommodation duty are considered suitable for the applicant and members of their household.The Council will act to ensure all offers of temporary accommodation are made to the applicant in writing and set out the applicant's statutory right to request a suitability review.The Council will remind relevant officers the Council must write to applicants to confirm what housing duty the Council decides it owes them, and to explain the applicant's rights of review.

  • London Borough of Merton (22 015 497)

    Category: Housing Date: 03-Sep-2023

    Summary

    Ms X complained the Council misrepresented, and failed to pass on, vital information about a tenant it introduced to her under its private landlord scheme. The Council is at fault for failing to keep notes of its involvement in the tenancy arrangement. This did not cause an injustice to Ms X but the Council will take action to prevent reoccurrence.

    Service improvements

    The Council will change its procedure to ensure it keeps records for its involvement in setting up tenancies under its private landlord scheme.

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