Advice on comparing statistics across years

In 2022-23 we changed our investigation processes, contributing towards an increase in the average uphold rate across all complaints. Consider comparing individual council uphold rates against the average rate rather than against previous years.

In 2020-21 we received and decided fewer complaints than normal because we stopped accepting new complaints for three months due to Covid-19.

London Borough of Merton

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Annual statistics ?Find out more about annual statistics

  • Complaints upheld

    92% of complaints we investigated were upheld.

    This compares to an average of 85% in similar authorities.

    11 upheld decisions

    Adjusted 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
    8.2 upheld decisions per 100,000 residents.

    View upheld decisions

    Statistics are based on a total of 12 investigations for the period between 1 April 2023 to 31 March 2024

  • Compliance with Ombudsman recommendations

    100% 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 7 compliance outcomes for the period between 1 April 2023 to 31 March 2024

  • Satisfactory remedies provided by the Council

    In 18% of upheld cases we found the Council had provided a satisfactory remedy before the complaint reached the Ombudsman.

    This compares to an average of 12% in similar authorities.

    2 satisfactory remedy decisions

    Statistics are based on a total of 11 upheld decisions for the period between 1 April 2023 to 31 March 2024

    View all satisfactory remedy decisions
View all 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.

View annual letters

Reports ?Find out more about reports

In the last nine years, the Ombudsman has published the following reports against London Borough of Merton

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.

1

Reports for London Borough of Merton

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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: 23 020 972

Category: Adult care services

Sub Category: Assessment and care plan

  • The Council will review procedures for care and support plan reviews to ensure they are completed in an appropriate timescale.

Case reference: 23 006 152

Category: Housing

Sub Category: Homelessness

  • 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.

Case reference: 23 006 102

Category: Transport and highways

Sub Category: Parking and other penalties

  • Review Ms X’s case to see why the data was cleansed on the first penalty charge notice while data was retained on the second penalty charge notice when both offences happened at a similar time. This is to confirm whether the data cleanse was a one off or if there is some error in the Council’s system. Provide the Ombudsman with a short-written summary of the outcome of the review.
  • By training or other means remind staff of the importance of keeping a paper trail and retaining copies of all statutory documents the Council issues to motorists in relation to road traffic offences. This is to ensure the Council can evidence it follows the proper legal process for enforcement of penalty charge notices.
  • Remind relevant staff of the importance of providing clear and accurate information to motorists about the penalty charge notices the Council records against them.

Case reference: 23 001 234

Category: Benefits and tax

Sub Category: Council tax

  • The Council has agreed to remind relevant staff of the importance of adhering to the Council’s body worn video policy on the retention of footage for three months after an enforcement agent’s visit.

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.

10

Service improvements agreed by London Borough of Merton

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Last updated: 4 April 2015

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