A report by the Local Government Ombudsman reveals that a formal child in need plan drawn up by Sutton Council in June 2017 concluded that the family of a boy, known as Y, with a long-term health condition, who is now 17, should have received access to support from the end of July 2017.
As part of the plan, he was to be registered with the council's children with disabilities team through the "iCount" application process so he could have short breaks away from home.
However, this did not happen because of procedural failures that meant he was not properly registered, ombudsman Michael King's report states.
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