London Borough of Merton (22 011 478)

Statement Upheld Other 02-May-2023

Summary: We will not investigate Ms B’s complaint about the Council’s refusal to undertake a carers assessment under the Care Act 2014. This is because there is not enough evidence of fault with the actions taken by the Council to warrant an Ombudsman investigation.

London Borough of Merton (23 003 511)

Statement Upheld Housing benefit and council tax benefit 27-Jun-2023

Summary: We will not investigate this complaint about the Council’s response to his complaint because the Council’s actions have remedied his complaint and there are insufficient grounds to warrant investigation.

London Borough of Merton (23 004 158)

Statement Upheld Housing benefit and council tax benefit 24-Jul-2023

Summary: We will not investigate this complaint about delay by the Council in responding to a complaint. This is because the Council has provided a proportionate response and there is not enough injustice to require an investigation.

London Borough of Merton (22 015 497)

Statement Upheld Private housing 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.

London Borough of Merton (22 017 201)

Statement Upheld Assessment and care plan 04-Sep-2023

Summary: Mr X complained about delays and the way the Council managed the care needs assessment process for his mother. We found fault with the Council for not properly explaining its decision about how it considered her care needs could be met, and for poor communication with Mr X. The Council has agreed to our recommendations to remedy this injustice.

London Borough of Merton (23 002 101)

Statement Upheld Assessment and care plan 15-Oct-2023

Summary: Mrs X complained the Council failed to properly assess her daughter, Miss Y’s care and support needs, or Mrs X’s needs as her carer and has not provided the necessary support or agreed respite. The Council’s failure to provide the agreed respite over a significant period is fault. This fault has caused Mrs X and Miss Y an injustice.

London Borough of Merton (22 014 785)

Statement Upheld Enforcement 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.

London Borough of Merton (23 005 643)

Statement Upheld Enforcement 07-Feb-2024

Summary: Mr D complains about the way the Council has dealt with planning matters relating to a development behind his home. There was fault in the way enforcement was undertaken which has caused uncertainty. To remedy this, the Council has agreed to re-visit the site. If a breach is found, Mr D may come back to the Ombudsman to consider if there is any unremedied injustice.

London Borough of Merton (23 006 102)

Statement Upheld Parking and other penalties 25-Mar-2024

Summary: Ms X complained about how the Council dealt with two road traffic offences recorded against her and the enforcement action it took to recover the charges. There was fault by the Council for its poor record keeping and for providing Ms X with confusing information about the road traffic offences. This caused Ms X injustice. The Council has agreed to take action to remedy the injustice caused.

London Borough of Merton (23 001 234)

Statement Upheld Council tax 25-Mar-2024

Summary: Ms X complained about how the Council dealt with her council tax bills and the enforcement action it took to recover the amounts owed. Ms X also complained about the conduct of the enforcement agent who visited her property. There was no fault with how the Council dealt with and recovered Ms X’s council tax bills. However, there was fault by the Council for its failure to follow its retention policy for enforcement agents’ body worn videos, but it caused no injustice to Ms X.