London Borough of Merton
Annual statistics ?Find out more about annual statistics
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Complaints upheld
58% Complaints upheld by London Borough of Merton
58% of complaints we investigated were upheld.
This compares to an average of 77% in similar authorities.
11 upheld decisions
View upheld decisionsAdjusted for London Borough of Merton's population, this is
5.1 upheld decisions per 100,000 residents.The average for authorities of this type is
8.3 upheld decisions per 100,000 residents.Statistics are based on a total of 19 detailed investigations for the period between 1 April 2022 to 31 March 2023
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Compliance with Ombudsman recommendations
92% of cases were successfully implemented by London Borough of Merton
92% of cases we were satisfied the Council had successfully implemented our recommendations.
This compares to an average of 99% in similar authorities.
Statistics are based on a total of 12 compliance outcomes for the period between 1 April 2022 to 31 March 2023
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Satisfactory remedies provided by the Council
27% Complaints with satisfactory remedy provided by London Borough of Merton
In 27% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.
This compares to an average of 15% in similar authorities.
3 satisfactory remedy decisions
Statistics are based on a total of 11 detailed investigations for the period between 1 April 2022 to 31 March 2023
View all satisfactory remedy decisions
Annual letters
We write to councils each year to give a summary of the complaint statistics we record about them,
and their performance in responding to our investigations.
Public reports ?Find out more about public reports
In the last nine years, the Ombudsman has published the following public interest reports against London Borough of Merton
Woman loses car because of failings by Merton enforcement agents
Merton enforcement agents acting on behalf of the local council wrongly seized a woman’s car – and her means of employment – when attempting to recover a debt, the Local Government and Social Care Ombudsman has found.
Service improvements ?Find out more about service improvements
Since April 2018, the Council has agreed to make the following improvements to its services following an Ombudsman investigation. We list up to 10 cases below – click ‘view all’ if there are more.
Case reference: 22 017 201
Category: Adult care services
Sub Category: Assessment and care plan
- The Council will send written reminders to relevant staff to ensure decision making Forums clearly record discussions during meetings and to document rationale when deciding what care and support can meet an individual’s eligible assessed needs.
Case reference: 22 015 497
Category: Housing
Sub Category: Private housing
- The Council will change its procedure to ensure it keeps records for its involvement in setting up tenancies under its private landlord scheme.
Case reference: 22 014 785
Category: Planning
Sub Category: Enforcement
- 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.
Case reference: 22 011 478
Category: Children's care services
Sub Category: Other
- Using this complaint as a case study issue written reminders to relevant staff to ensure they are aware of:The working together to safeguard children 2018 guidance which states councils should draw together relevant information gathered from the child and their family and from other relevant sources when completing parent carers assessments.
Case reference: 21 015 621
Category: Environment and regulation
Sub Category: Noise
- Explain what it will do to prevent staff absence preventing the download and review of noise data.
Case reference: 21 005 278
Category: Benefits and tax
Sub Category: Council tax
- 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.
Case reference: 21 004 099
Category: Children's care services
Sub Category: Looked after children
- Use this case as an example, to ensure staff dealing with complaints are aware of the circumstances when the statutory complaints process should be used for children’s social care services complaints.
Case reference: 21 002 909
Category: Planning
Sub Category: Enforcement
- The Council will provide evidence of the improvements it states it has made in complaint acknowledgement, tracking and response as a result of a complaint about a planning enforcement matter.
Case reference: 20 013 681
Category: Children's care services
Sub Category: Adoption
- The Council agreed to review its Guidance on Adoption Allowances and Support to ensure it is clear on the financial support that is available and when.
- The Council agreed to brief relevant staff including those in the Adoption Agency of the procedure for requesting financial support.
- The Council agreed to remind all staff on the complaints team that any complaint about a child or any children’s services must be reviewed to ensure the correct procedure is followed.
Case reference: 20 007 386
Category: Adult care services
Sub Category: Other
- The Council has agreed to remind staff of the importance of notifying next of kin when a person is moved into residential care.
Last updated: 4 April 2015