Service improvements

London Borough of Merton

Showing service improvements between 1 April 2023 and 31 March 2024

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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Downloads the current filtered list of service improvement decisions for London Borough of Merton as a CSV file.

  • London Borough of Merton (22 014 785)

    Category: Planning Date: 30-Oct-2023

    Summary

    Mr X and Mrs Y complain the Council failed to carry out a full assessment about overlooking and privacy issues with new neighbouring flats. We find fault with the Council for delay in completing the investigation and the complaint response, and poor communication. This caused frustration and distress to Mr X and Mrs Y, and we have agreed remedies for the injustice.

    Service improvements

    Within three months the Council should advise what it has done to ensure the errors made in the planning application process do not occur in the future, and remind relevant staff about the timescales for its complaint procedure.

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