A Merton mum, Ms. X, was left in limbo for nearly a year without a proper review of her carer’s needs—despite repeatedly raising concerns—leading to a damning Ombudsman report that found Merton Council breached the Care Act 2014. The delay caused immense stress and uncertainty, though interim support was eventually offered. Council apologized, agreed to pay compensation, and is now updating her care plan and reviewing complaint procedures—highlighting how critical follow-through is when lives depend on it.
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