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 11 - 12 of 12 cases with service improvements

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

  • Surrey County Council (24 007 581)

    Category: Education Date: 06-Apr-2025

    Summary

    Mr X complained the Council failed to secure the provision set out in Y’s Education, Health and Care Plan when she moved into its area. We find the Council at fault for failing to secure the provision set out in Y’s plan, causing a loss of education and uncertainty The Council has agreed to apologise, make a payment to recognise the injustice and act to prevent recurrence.

    Service improvements

    The Council will remind staff in its Special Educational Needs and Disability team of the need to follow the Special Educational Needs and Disability Regulations during the transferring in process, where it has adopted the Education, Health and Care Plan of a child or young person who has moved into the Council's area from another Council's area.The Council will remind staff dealing with complaints of the importance of putting forward a tangible remedy as a conclusion to the complaints process when identifying fault and injustice.

  • Surrey County Council (24 002 512)

    Category: Education Date: 15-Jul-2025

    Summary

    Miss X complained that the Council failed to comply with statutory timescales following a Tribunal decision and did not ensure her son, Y, received the special educational provision set out in his EHCP. We have concluded our investigation with a finding of fault by the Council. These faults caused Y to miss education and support he was entitled to, and led to significant distress and uncertainty for Miss X. The Council has agreed to our recommendations and service improvements.

    Service improvements

    Review its procedures to ensure appropriate oversight is maintained where children are out of school. The review should demonstrate evidence of:1. Clear allocation of case responsibility, including continuity during staff absence;2. Regular monitoring and adequate record keeping of provision arranged outside of school settings;3. Mechanisms to identify and respond promptly where provision in an EHCP is not being delivered.

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