Surrey County Council (25 005 021)

Statement Upheld Special educational needs 27-Mar-2026

Summary: Mrs K complains the Council delayed acting after a Tribunal order. It did not provide her daughter with the contents of her Education, Health and Care Plan and did not provide alternative provision when she could not attend school. The Council has still not met all of the Education Otherwise Than At School provision for her daughter. We uphold the complaint. The Council delayed reviewing the Education, Health and Care Plan, putting educational provision in place, paying invoices and making remedies. This led to avoidable distress for Mrs K and her daughter missing provision. The Council has agreed to our recommendations for remedies and a service improvement.

Surrey County Council (25 004 026)

Statement Upheld Transition from childrens services 26-Mar-2026

Summary: Mrs Y complains about the Council’s actions in relation to a mental capacity assessment for her adult son, Mr Z. She also complains about the actions of the social workers and delay in reassessing Mr Z’s needs. We find no fault in the way the Council arranged or completed the assessment. The Council partially upheld the complaint about the tone of a social worker’s email and upheld the complaint about delays in responding to Mrs Y’s request for a review of Mr Z’s support needs. The Council apologised, and we consider this to be a proportionate remedy for the injustice caused by that fault.

Surrey County Council (25 015 766)

Statement Upheld Special educational needs 26-Mar-2026

Summary: We will not investigate Ms M’s complaint about changes to her daughter’s education, health and care (EHC) plan following the annual review meeting in December 2024 because there is no worthwhile outcome achievable. The Council has apologised for the delay amending the plan and offered a symbolic remedy. There is nothing we could add to the Council’s response with further investigation.

Surrey County Council (24 023 478)

Statement Upheld Special educational needs 25-Mar-2026

Summary: The complaint is about how the Council responded to a complaint, about Mrs E’s son’s Education, Health and Care Plan. The Council did not arrange occupational therapy that was in the Plan, the complaint responses were inadequate and the Council did not provide the remedies it said it would. We uphold the complaint. The Council delayed providing the therapy sessions, did not issue a decision following a review and did not ensure the child received as much educational provision as he was able to after he stopped attending school. The Council’s complaint responses were also inadequate. This caused distress to Mrs E and her son likely missed educational provision. The Council has agreed to apologise and make symbolic payments as a remedy.

Surrey County Council (25 006 993)

Statement Upheld Special educational needs 19-Mar-2026

Summary: Ms D complained the Council failed to ensure her son received the therapy set out in his Education, Health, and Care plan in his school. She said this impacted his education and caused distress. We found the Council at fault as it had a duty to ensure the provision was in place and delivered. It agreed to apologise to Ms D and make a symbolic payment to acknowledge the loss of provision and distress this caused them.

Surrey County Council (24 022 286)

Statement Upheld Special educational needs 19-Mar-2026

Summary: The complaint is about the Council not providing Mrs H’s daughter with education she was entitled to, partly because it was using out of date information in her Education, Health and Care Plan. We uphold the complaint, due to the Council not checking with the school about what alternative provision it was putting in place when the child stopped attending school. The Council has agreed to our recommendation that it make Mrs H a payment for tuition fees she could have avoided. And a symbolic payment for the uncertainty about whether Mrs H’s daughter might have been able to receive more provision but for the fault.

Surrey County Council (25 001 690)

Statement Upheld Assessment and care plan 03-Mar-2026

Summary: Mr X complained about the way the Council dealt with his care and support needs. The Council was at fault for giving incorrect information about Mr X’s future rent payments. This caused Mr X uncertainty. The Council will apologise for this.

Surrey County Council (25 011 087)

Statement Upheld Special educational needs 03-Mar-2026

Summary: Mr X complained that the Council delayed finalising his son’s Education, Health and Care plan. We have found the Council was at fault and caused a delay of nine weeks. This caused Mr X and his son uncertainty. The Council has agreed to apologise for this injustice.

Surrey County Council (24 014 984)

Statement Upheld Special educational needs 02-Mar-2026

Summary: Mrs H complained the Council’s Adult Social Care and Special Educational Needs and Disabilities Teams have not worked well together in providing her son with the support he needs. There has been delay, inaccuracies and a refusal to increase support. We uphold the complaint due to delays in assessments, approving direct payments, joint working and providing overnight respite. The Council has agreed to our recommendations for ways to remedy the injustice.

Surrey County Council (25 002 935)

Statement Upheld Other 26-Feb-2026

Summary: The Council is not at fault for failing to find alternative supported living accommodation for Ms X’s adult daughter, Ms D, or failing to provide Ms D with an advocate. The Council is at fault for delay reviewing Ms D’s Care Act Assessment, which has caused her distress. The Council agreed to apologise to Ms D. It also agreed to offer to reassess Ms D and refer her to the independent advocacy service.