Merton Council left vulnerable woman exposed to harm for months

The South London council has since apologised for significant delays in providing the legally required support the vulnerable resident was entitled to

A vulnerable woman in supported living was left exposed to harm for months after Merton Council failed to act on urgent safety concerns, according to a watchdog.

The Local Government and Social Care Ombudsman (LGSCO) upheld a complaint against the borough, exposing significant delays in care assessments lasting up to nine months. The LGSCO investigation centred on a woman referred to as Ms Y, a Merton resident with complex physical and mental health conditions which severely impacted her ability to keep herself safe.

In spring 2024, a relative known as Mr X raised the alarm about dangerous disrepair in her bathroom. He urged the council to intervene with her landlord to ensure the necessary improvement works were completed and that any risks to her safety were properly assessed. The supported living provider also asked Merton to reassess Ms Y’s care needs, stating that her behaviour and level of need had changed since her last assessment.

However, despite acknowledging these serious risks, the allocated social worker failed to follow up on the required repairs between the spring and autumn of that year. While the resident fortunately avoided physical injury during this time, the LGSCO found that the council’s inaction left a highly vulnerable person in a precarious living situation.

Beyond the physical state of her bathroom, the council was heavily criticised for a series of significant administrative delays in meeting her statutory care needs. It took almost four months just to begin a review of her care and support plan after her supported living provider first flagged that her health had deteriorated.

Even after a formal needs assessment eventually confirmed she required significantly more help, there was a nine-month delay before this essential care was delivered. This failure meant Ms Y was left navigating her life without the vital and legally mandated support she was entitled to receive from late 2024 onwards.

The Ombudsman found this to be a systematic oversight, exposing Ms Y to a risk of harm for far longer than was necessary. Elsewhere, the report revealed how that Merton Council had already received similar service improvement recommendations regarding assessment delays in another case earlier in the year.

When a frustrated Mr X submitted a formal complaint about these issues, the council took more than six months to respond, blaming the delay on an administrative oversight.

The Ombudsman noted the “significant distress” and uncertainty experienced by Mr X while waiting for action from the local authority.

Internal case notes from late 2024 also show the council acknowledged it should seek alternative placements, such as a residential care home, to better suit her deteriorating condition. However, Ms Y currently remains in the same supported living accommodation where these original risks and disrepair issues were first identified.

The council has now been ordered to pay financial compensation for the distress caused and to urgently provide evidence that it is reforming its failing processes.

A spokesperson from Merton told the Local Democracy Reporting Service: “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. As a result, we have strengthened oversight of reviews where needs change and improved how we track and escalate cases to ensure support is put in place without delay.

“In relation to accommodation, we continue to work with Ms Y and her representatives to review the most appropriate setting for her needs. In the meantime, additional support and regular reviews are in place to ensure her safety and wellbeing.

“We also recognise our complaint response times in this case fell short. We have strengthened oversight and tracking of complaints to ensure responses are issued within required timescales.”

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