Service improvements

Surrey County Council

Showing service improvements between 1 April 2025 and 31 March 2026

Find out more about service improvements

When we find fault, we can recommend improvements to systems and processes where they haven’t worked properly, so that others do not suffer from these same problems in future. Common examples are policy changes; procedural reviews; and staff training. Service improvements from decisions are published for 5 years and those from reports are published for 10 years.

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Surrey County Council (25 007 409)

Category: Education Date: 07-May-2026

Summary

Mrs X complained the Council failed to provide her child, Y, with suitable education when they were unable to attend school from April 2024. We find the Council at fault for failing to consider its section 19 duty between September 2024 and February 2026. This caused Y and Mrs X distress, uncertainty and frustration. The Council has agreed to apologise, make a symbolic payment and complete service improvements to remedy the injustice caused.

Service improvements

The Council will ensure it has a process in place for the team who assess Education, Health and Care needs assessment requests to ensure that cases are raised for review by the Surrey Attendance Service, as soon as possible when evidence suggests a child is not attending school, who will ensure advice is given to schools regarding referral processes and evidence required for LA section 19 consideration.

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