This week in Merton:

Council Grapples with Audit Assurance and Rising Complaints

Merton Council's Governance Standards and Audit Committee met on Thursday, 3 September 2026, to tackle critical issues of internal audit progress, corporate complaints, and HR employment matters. The discussions highlighted ongoing efforts to strengthen audit assurance and a significant increase in complaints, with a notable rise in those potentially generated by Artificial Intelligence (AI).

Rebuilding Audit Assurance and Addressing Service Weaknesses

Margaret Culleton, Head of Internal Audit, presented a report detailing the progress of audits. While the audit plan was generally on track, two assurance reviews – Arboriculture Risk Management and Direct Payments – received a Limited Assurance opinion. For Arboriculture Risk Management, the audit found that key risk management arrangements hadn't kept pace with the growing complexity of the council's tree stock, leading to recommendations for improved inspection procedures and record-keeping. In Direct Payments, weaknesses in governance, financial control, and monitoring were identified, with a reliance on spreadsheets posing a significant risk.

Councillor Nick Thomas raised concerns about the potential deferral of audits, such as planning and parking permits, to future years. Margaret Culleton explained that planning was suggested for deferral due to an ongoing restructure within that department, and parking permits were considered as parking income had already been reviewed that year. This deferral of audits, particularly in areas like planning, could mean that potential issues in these services are not identified and addressed as promptly, potentially impacting residents who rely on these services.

The committee also noted that seven Priority 1 audit actions from previous years remain outstanding, relating to areas like Client Financial Affairs, Deprivation of Liberty, Disabled Facility Grants, High Needs Block, and Contract Management.

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Surge in Complaints and the AI Challenge

Sharon Evans, Director of Governance and Civic Services, presented a stark picture of rising complaints. The council received 1450 stage 1 corporate complaints in 2025/26, a 39% increase from the previous year, with 44% of these being upheld. A significant factor contributing to this increase was identified as the use of AI in generating complaints.

Councillor Angela Paul highlighted the growing issue of AI-generated complaints, noting their complexity and length, which makes it difficult to ascertain the core issue. Sharon Evans acknowledged this as a significant challenge, stating that some councils are exploring AI solutions to manage AI-generated complaints. The council is also investigating technological solutions for managing complaints and Freedom of Information (FOI) requests.

The Local Government and Social Care Ombudsman (LGSCO) reported 11 upheld investigations out of 12 investigated cases, with the council achieving 100% compliance with LGSCO recommendations. However, Councillor Butcher raised concerns about parking complaints in Wimbledon, suggesting a review of procedures to reduce them. Sharon Evans acknowledged that parking is an emotive issue and confirmed that processes would be reviewed.

The increase in complaints, particularly those that are complex and potentially AI-generated, could mean that council officers are spending more time trying to decipher and respond to them, potentially diverting resources from other essential services.

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Agency Worker Expenditure Shows Reduction, but Interims Rise

Mildred Phillips, Director of People and Culture, presented the HR Employment Report, highlighting a reduction in contingency/agency workforce expenditure to £8.4 million between January and June 2026, a decrease of nearly £1 million compared to the same period in 2025. The average number of agency workers also fell from 299 to 253.

However, the report noted a slight increase in the use of interim workers, particularly those paid on a daily rate above £400. This rise was attributed to the need for specialist skills in IT transformation and regeneration projects. Councillor Holden inquired if the trend of falling agency worker numbers was expected to continue, with Mildred Phillips confirming it was, though acknowledging a continued reliance on agency workers for short-term needs. Councillor Mitchell raised concerns about churn within permanent employees, particularly younger cohorts, and requested this data be included in future reports.

The council's continued reliance on agency and interim staff, even with a reduction in overall spend, can impact the development of institutional knowledge and long-term service stability. The rise in higher-paid interims for specialist roles, while necessary, also represents a significant expenditure.

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Integrated Neighbourhood Teams to Enhance Local Support

The Healthier Communities and Older People Overview and Scrutiny Panel met on Wednesday, 2 September 2026, to discuss the development of Integrated Neighbourhood Teams (INTs) and review its work programme. The INT initiative aims to bring together health, social care, and community professionals to provide more coordinated support to residents.

A New Model for Local Care

The proposed INT model seeks to improve how services are delivered by professionals from health, adult social care, voluntary and community organisations, and housing. This collaborative approach is intended to lead to earlier intervention and prevent crises, potentially reducing the need for residential care and easing pressure on the NHS. A case study of Mr W illustrated how a lack of integrated support negatively impacted an individual, highlighting the potential benefits of the new model.

The initial focus for INTs will be on older residents living with frailty, dementia, and those approaching end of life. This cohort accounts for a significant portion of healthcare spend and unplanned activity, making it a priority for delivering early impact. The first INT will be piloted in Morden PCN, chosen for its high over-65 population and significant health and care spend.

The implementation of INTs is a positive step towards more holistic and preventative care, which can be particularly beneficial for vulnerable residents who often navigate complex service systems.

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This week in Merton:

Landmark Development Approved for Mitcham Town Centre, Promising Affordable Homes and Community Space

The Development and Planning Applications Committee met on Thursday, 30 July 2026, to consider a significant mixed-use development at 1-12 Majestic Way, Mitcham, CR4 2JS. The committee approved the demolition of existing buildings and the construction of new ones, featuring flexible commercial and community spaces alongside 249 social rented homes.

What This Means for Mitcham Residents

This development represents a substantial investment in Mitcham, promising a significant number of affordable homes. Crucially, 55% of these homes will be nominated to Merton Council on first let, and 100% on second let, ensuring a direct benefit for local people in need of housing. The inclusion of 1,308 sqm of flexible commercial floorspace and 423 sqm of community floorspace aims to revitalise the town centre, creating new opportunities for businesses and community groups.

However, the scale and height of the proposed buildings did raise concerns. Objectors and some councillors voiced worries about the impact on the character of Mitcham Town Centre and nearby heritage assets, including the Grade I listed Eagle House. While officers acknowledged that the proposal didn't strictly adhere to the Local Plan's policy on tall buildings, they concluded that the public benefits, particularly the 100% affordable housing and public realm improvements, outweighed the less than substantial harm to heritage assets.

The development also includes a car-lite approach, with 25 on-site parking spaces allocated for residents from the Eastfields Estate decant strategy, and extensive cycle parking. This aligns with the London Plan's emphasis on sustainable transport in well-connected areas.

The Section 106 legal agreement will secure vital contributions, including:

• 100% affordable housing with nomination rights for Merton Council.
• Contributions towards Active Travel Zone improvements.
• An air quality contribution during demolition and construction.
• Provision of car club spaces and membership.
• Carbon offset contributions totalling £635,970.
• A commitment to secure a community use provider for the community floorspace, with discussions extending the timeframe for this to two years.
• Contributions towards local employment, the Metropolitan Police, and the NHS for primary healthcare capacity.
• Off-site play provision.
• A Mitcham Town Centre Regeneration Contribution of £60,000.

The decision to approve the development, despite some heritage concerns, highlights the council's ongoing efforts to balance development needs with the preservation of local character and the urgent requirement for affordable housing.

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Senior Officer Appointments to Shape Council's Future Direction

The Appointments Committee met on Tuesday, 28 July 2026, to discuss the crucial appointments of senior officers who will lead key council departments. These appointments are fundamental to the council's ability to deliver its strategic priorities and services effectively.

Key Leadership Roles to be Filled

The committee focused on the appointment of three critical roles:

• Director of Public Health and Community Wellbeing: This is a joint appointment with the Secretary of State for Health and Social Care, underscoring its importance in public health matters. The recommended salary is at the MG5 grade (£118,878 - £127,105), with the potential for a market supplement of up to £25,000 to attract suitable candidates. This role is vital for addressing the health and wellbeing of all Merton residents, particularly vulnerable groups.
• Director of Children's Social Care and Youth Inclusion: This strategic leadership position within the Children, Lifelong Learning and Families Directorate will oversee services crucial for the safety and development of Merton's children and young people. The salary is also at the MG5 grade.
• Director of Governance and Civic Services: This role includes the statutory Monitoring Officer responsibilities, ensuring the council operates legally and ethically. A subcommittee will be established to manage the recruitment process for this post.

The comprehensive recruitment process outlined for these roles, involving external consultants and multiple interview stages, demonstrates the council's commitment to appointing highly qualified individuals. These appointments will directly influence how services are delivered, how resources are managed, and how the council responds to the needs of its residents.

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Other Matters

Planning Appeal Decisions Noted

The Development and Planning Applications Committee also noted the contents of a report detailing recent planning appeal decisions. Of the appeals considered, one was allowed in part, and the remainder were dismissed. These decisions relate to various planning matters and provide insight into how planning inspectorates interpret national and local planning policies.

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This week in Merton:

St Helier Hospital Services: A Fight for Maternity and Women's Health

The future of vital maternity and women's health services at St Helier Hospital was a central concern at the Council meeting on Wednesday, 15 July 2026. Councillors debated proposals that could lead to temporary closures, relocation, or reductions in these essential services, primarily due to issues with the hospital's estate.

The Stakes for Residents

These services are a lifeline for many in Merton, providing critical care during pregnancy, childbirth, and for women's health needs. Any disruption or reduction could mean longer journeys to access care, increased stress for expectant mothers, and potential delays in treatment for women's health conditions. This disproportionately affects those with limited mobility, those who rely on public transport, and families with young children who may find it harder to travel further afield.

Political Debate and Resident Concerns

The issue sparked a debate between political parties. A Conservative amendment highlighted concerns about potential temporary closures and the strain on other facilities. Conversely, a Labour motion welcomed funding for St Helier's Emergency Department and acknowledged the council's long-standing campaign for the hospital's future.

A Liberal Democrat amendment sought to ensure that residents' health and safety remained the absolute priority, calling for clear plans for any service relocation and a firm commitment to returning services to St Helier. They also questioned whether any proposed changes would trigger a formal public consultation, a process vital for ensuring residents' voices are heard.

The discussions underscored the deep concern residents have for their local hospital and the services it provides.

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Council Acquires Homes to Tackle Homelessness Crisis

Merton Council's Cabinet took decisive action on Monday, 13 July 2026, approving the acquisition of up to 125 homes to provide much-needed temporary accommodation. This move is a direct response to the escalating homelessness crisis and the council's commitment to reducing its reliance on expensive and often unsuitable nightly-paid accommodation.

Impact on Vulnerable Families

The acquisition of these properties, through purchases and long-term leases, will provide more stable and appropriate housing for individuals and families facing homelessness. This is particularly crucial for children, whose education and well-being can be severely disrupted by frequent moves and unstable living conditions. By securing more council-managed temporary accommodation, the council aims to offer a more supportive environment during a difficult time.

Strategic Housing Solutions

The strategy involves utilising funding from the Local Authority Housing Fund (LAHF) to acquire these homes. The council is also exploring long-term leasing arrangements with institutional providers to ensure better value for money and more consistent housing options. This proactive approach demonstrates the council's commitment to addressing the root causes of homelessness and providing a safety net for its most vulnerable residents.

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Article 4 Direction to Become Permanent, Controlling HMO Conversions

In a significant move to manage neighbourhood character and housing stock, Merton Council's Cabinet recommended on Monday, 13 July 2026, that the immediate Article 4 Direction for Houses in Multiple Occupation (HMOs) be confirmed and made permanent across 13 wards.

What This Means for Your Neighbourhood

This decision means that planning permission will now be required for all new HMOs in these specific areas. Previously, converting a family home into an HMO was often permitted development, leading to concerns about the proliferation of HMOs in certain neighbourhoods. The Article 4 Direction allows the council to assess each application on its merits, considering the impact on local amenities, parking, and the overall character of the area.

Resident Support and Landlord Concerns

The public consultation on this matter revealed strong support from residents, with 82% favouring the permanent confirmation of the direction. This indicates a clear community desire to manage the density and impact of HMOs. However, the report also acknowledged concerns raised by objectors, including potential impacts on housing supply and affordability for landlords. The council's decision aims to strike a balance between protecting neighbourhood amenity and ensuring a diverse housing market.

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Other Matters

Council Finances and Audit Plans Under Review

The Governance Standards and Audit Committee met on Thursday, 16 July 2026, to review the council's audit plans and governance statements. Discussions included the external audit planning report for 2025/26, the internal audit annual report, and the internal audit plan for 2026/27. The committee also reviewed its own annual report and the annual governance statement, ensuring robust oversight of the council's financial management and internal controls.

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Park Maintenance and Community Safety Questions Raised

At the Council meeting on Wednesday, 15 July 2026, a range of questions were anticipated regarding the maintenance and quality of Merton's parks. Councillors were expected to raise concerns about inequalities in park maintenance, the success of summer events, and the practical support provided to park volunteer groups. Questions were also slated regarding the effectiveness of Safer Streets Teams in tackling anti-social behaviour and improving residents' feelings of safety.

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This week in Merton:

Café's Late-Night Alcohol Licence Sparks Resident Concerns

The Licensing Sub-Committee met on Friday, 10 July 2026, to consider a new premises licence application for La Tazza Doro, a café and restaurant at 283 Kingston Road, London SW20 8LB. The application sought permission to serve alcohol for consumption on and off the premises from 10:00 to 22:00, with proposed opening hours of 08:00 to 22:30.

Noise, Nuisance, and Neighbourhood Impact

The proposal has generated significant concern among local residents. Daniel Hayden and Durga Gandhi, who live directly above the premises, have voiced worries about potential noise pollution. They highlighted the building's poor soundproofing and the risk of noise travelling from the café into their homes, drawing on past negative experiences with previous businesses at the location. Concerns were also raised about the potential for anti-social behaviour and street drinking, particularly if alcohol is sold for off-site consumption.

Jo Rooks also submitted an objection, citing potential disruption from noise, rubbish, and anti-social behaviour. She suggested the business should focus on its daytime café operations rather than extending into the evening with alcohol sales.

Applicant's Commitment and Council's Role

The applicant's representative stated that it was unfair to judge their business based on assumptions about previous tenants and emphasised their commitment to responsible operation. They also pointed out that if an alcohol licence were not granted, customers might bring their own alcohol, leading to less control over licensing objectives.

The sub-committee was tasked with determining the application by considering steps necessary to promote the four licensing objectives: the prevention of crime and disorder, public safety, the prevention of public nuisance, and the protection of children from harm. This process involves weighing the applicant's proposals against the concerns raised by residents and the police, and deciding whether to grant the licence, potentially with conditions, or refuse it. The outcome could significantly impact the quality of life for residents living near the café.

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Council to Discuss Housing Acquisitions and Article 4 Direction

Merton Council's Cabinet is set to meet on Monday, 13 July 2026, with a critical agenda item focusing on acquiring properties to increase the supply of affordable housing. This initiative is a direct response to the growing crisis of homelessness and the reliance on expensive temporary accommodation.

Boosting Affordable Housing Stock

The council is seeking approval to acquire up to 125 homes during 2026/27 through purchases and long-term leases. This strategy is crucial for providing stable and suitable housing for residents at risk of homelessness. The move is supported by £20 million in capital funding and aims to reduce the council's dependence on costly nightly-paid temporary accommodation, which can have a detrimental impact on families and individuals, particularly children, by disrupting education and stability. The report highlights that structural pressures, including the end of 'no fault' evictions and economic uncertainty, are driving up demand for temporary housing.

Controlling Houses in Multiple Occupation

The Cabinet will also consider confirming an immediate Article 4 Direction for Houses in Multiple Occupation (HMOs) across 13 wards. This means that planning permission will now be required for any new HMOs in these areas. This policy change aims to address concerns about the cumulative impact of HMOs on neighbourhood character, amenities, and the availability of family homes. While intended to improve standards and community stability, it could also affect the availability and affordability of rental properties. The public consultation on this direction showed strong support from residents, with 82% favouring its permanent implementation.

Financial Updates and Service Reviews

The meeting will also cover the financial outturn for 2025/26, the budget for 2027/28, and the Medium Term Financial Strategy (MTFS) for 2027-31. These discussions are vital for ensuring the council's financial sustainability and its ability to deliver essential services. Additionally, the Cabinet will review changes to corporate printing and scanning services, with proposals for outsourcing expected to deliver significant cost savings and modernise operations. An update on the Crisis and Resilience Fund will also be provided, outlining how support will be delivered to residents facing hardship.

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Council to Debate Electoral Reform and Pesticide Use

Merton Council's Council meeting on Wednesday, 15 July 2026, will feature debates on significant policy issues, including electoral reform and the use of pesticides in public spaces.

Calls for Electoral Reform

A Liberal Democrat motion will propose supporting electoral reform, advocating for more proportional voting systems. The motion argues that such systems would ensure election results more accurately reflect votes cast, strengthen local democracy, and encourage collaborative decision-making. The council will be asked to write to local MPs and the Prime Minister to express its support for these changes. This debate touches upon fundamental principles of representation and how effectively residents' voices are heard in the political process.

Reducing Pesticide Use

Another Liberal Democrat motion calls for an end to the use of glyphosate-based pesticides in Merton's parks and open spaces. While acknowledging the council's intention to reduce their use by 2030, the motion urges a faster transition. This is driven by public concern and the need to protect biodiversity. The proposed motion seeks to end the routine use of these pesticides by the end of the 2027–28 financial year and calls for alternative weed-management methods to be implemented.

Protecting St Helier Hospital Services

A Labour motion will address concerns over potential changes to maternity and women's health services at St Helier Hospital. The motion expresses alarm at reports that the St George's, Epsom and St Helier University Trust may be considering temporary closures or reductions in these vital services due to estate condition issues. The council will be asked to reaffirm its opposition to any downgrading or closure of these services, which are essential for local residents, and to support calls for rigorous scrutiny and consultation.

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