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.

Showing 1 - 4 of 4 cases with service improvements

Export results (CSV)

Downloads the current filtered list of service improvement decisions for Surrey County Council as a CSV file.

  • Surrey County Council (25 004 513)

    Category: Children's care services Date: 21-Nov-2025

    Summary

    Miss X complained about the way the Council dealt with her son, Y’s education. The Council was at fault for not considering Miss X’s complaint through the children’s statutory complaint procedure. This caused Miss X frustration and uncertainty. The Council agreed to apologise, make a payment to Miss X for the frustration and uncertainty this caused and consider her complaint further.

    Service improvements

    The Council will remind staff dealing with complaints of the importance of following the statutory complaint procedure in relation to the education of looked after children.

  • Surrey County Council (24 021 592)

    Category: Children's care services Date: 03-Jul-2025

    Summary

    Mr X complained the Council failed to consider his complaint at stage two of the statutory children’s complaints process. We find the Council at fault for failing to complete the statutory complaints process. This caused Mr X distress and frustration. The Council has agreed to apologise, progress Mr X’s complaint and make a symbolic payment to remedy the injustice caused by the faults identified.

    Service improvements

    The Council will share our Guide for Practitioners: Children's statutory complaints process with the relevant staff and ensure they are aware of the correct process to follow when managing children's services complaints which fall under the statutory process.

  • Surrey County Council (24 019 438)

    Category: Children's care services Date: 14-Aug-2025

    Summary

    Mrs C complained the Council failed to offer an appropriate financial remedy after it upheld her complaint about the lack of support provided to her son, who I will refer to as D, for roughly three years. The Council was at fault. The financial remedy offered by the Council does not reflect the level of injustice caused to Mrs C and D. Because of the fault, Mrs C and D suffered distress and frustration. The Council has agreed to make symbolic payments and issue a staff briefing.

    Service improvements

    The Council will issue a staff briefing to adjudicating officers involved in the statutory complaint procedure. The briefing should remind them of the importance of outlining how financial remedies have been considered against our guidance, on cases where the outcome of stage two or the stage three panel has instructed the Council to do so. This will help to ensure there is no confusion caused to service users about how the the financial remedy has been calculated by the Council against our guidance. It will also help to ensure additional time and trouble is not caused to service users in chasing this information from the Council after the complaint procedure has concluded.

  • Surrey County Council (24 016 713)

    Category: Children's care services Date: 22-Jul-2025

    Summary

    Mrs X complained about how the Council has delivered social care for Y. The Council was at fault for not commencing a stage two statutory investigation under the Children Act 1989, causing distress, uncertainty and frustration to Mrs X. The Council has agreed to apologise, make a payment to recognise the uncertainty, conduct a stage two investigation, and act to prevent recurrence.

    Service improvements

    With reference to our Guide for Practitioners: Children’s statutory complaints process, the Council’s will remind its complaints team of the importance of directing complaints about children’s social care through the statutory three stage process.

LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings