Merton Council Exposed Vulnerable Woman to Harm Through Systemic Failures
A vulnerable woman residing in supported living accommodation was left exposed to significant harm for several months after Merton Council failed to act on urgent safety concerns, according to a damning report from the Local Government and Social Care Ombudsman (LGSCO). The South London council has since issued a formal apology for the substantial delays in providing legally mandated support to the resident, identified as Ms Y, who suffers from complex physical and mental health conditions that severely impair her ability to ensure her own safety.
Urgent Safety Alerts Ignored by Council Officials
In spring 2024, a relative of Ms Y, referred to as Mr X, raised alarms about dangerous disrepair in her bathroom, urging Merton Council to intervene with her landlord to address the hazardous conditions and conduct a proper risk assessment. Concurrently, the supported living provider requested a reassessment of Ms Y's care needs, noting that her behaviour and requirements had changed since her last evaluation. Despite these urgent pleas, the allocated social worker neglected to follow up on the necessary repairs between spring and autumn of that year, leaving Ms Y in a precarious living situation.
Fortunately, Ms Y avoided physical injury during this period, but the Ombudsman highlighted that the council's inaction placed a highly vulnerable individual at unnecessary risk. The report further criticised Merton Council for severe administrative delays in meeting her statutory care needs, with a review of her care and support plan taking nearly four months to initiate after her provider first flagged her deteriorating health.
Systemic Delays and Administrative Oversights Uncovered
The investigation revealed that even after a formal needs assessment confirmed Ms Y required significantly increased assistance, there was a nine-month delay before this essential care was delivered. This failure meant she was left without vital, legally required support from late 2024 onwards. The Ombudsman identified this as a systematic oversight, exposing Ms Y to prolonged risk of harm. Additionally, the report noted that Merton Council had previously received similar service improvement recommendations regarding assessment delays in another case earlier in the year, indicating a pattern of neglect.
When Mr X submitted a formal complaint about these issues, the council took over six months to respond, attributing the delay to an administrative oversight. The Ombudsman documented the significant distress and uncertainty experienced by Mr X while awaiting action from the local authority. Internal case notes from late 2024 show the council acknowledged the need to explore alternative placements, such as a residential care home, to better suit Ms Y's worsening condition. However, she remains in the same supported living accommodation where the original risks and disrepair issues were first identified.
Council Apologises and Commits to Reforms
Merton Council has been ordered to pay financial compensation for the distress caused and to provide evidence of urgent reforms to its failing processes. A spokesperson for the council stated, Ms Y did not receive the level of support she should have. We acknowledge and are sorry for the distress and uncertainty this caused her and her relative, Mr X. We fully accept the Ombudsman's findings. The delays identified should not have happened. The council has pledged to strengthen oversight of reviews where needs change, improve case tracking and escalation procedures, and enhance complaint response times to ensure timely support and accountability.
