Service improvements

Surrey County Council

Showing service improvements between 1 April 2024 and 31 March 2025

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 21 - 23 of 23 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 (23 009 776)

    Category: Education Date: 18-Apr-2024

    Summary

    Mr X complained about the process the Council followed when completing the annual review of Ms Y’s Education, Health and Care Plan. We find the Council at fault for missing statutory deadlines and for not keeping Mr X updated throughout the process. The Council has agreed to apologise to Mr X and Ms Y, make a payment to recognise the injustice caused, and act to prevent recurrence.

    Service improvements

    The Council has agreed to develop and implement a process to ensure Education, Health and Care Plan reviews continue to progress and meet statutory deadlines even when faced with staff absence.

  • Surrey County Council (23 009 094)

    Category: Education Date: 24-Jun-2024

    Summary

    There was fault and delay in completing an annual review and a failure to provide suitable fulltime alternative education and special educational provision in an EHC plan for 5.5 terms. This continued after the Council admitted the fault. The fault has caused significant injustice to the whole family and loss of education to the child. The Council will apologise, make a symbolic payment to acknowledge the injustice caused and make service improvements.

    Service improvements

    The Council will review lessons from this complaint to ascertain why a complaint upheld at local level and where a significant financial remedy was offered but the loss of education was allowed to continue despite manager oversight.The Council will improve multi-agency working when a child is out of school for an extended period of time to include consideration of child in need and Parent Carer Needs Assessments.The Council will complete annual reviews on time.The Council will monitor alternative / s.19 education and ensure actions are followed up.

  • Surrey County Council (23 005 393)

    Category: Education Date: 25-Apr-2024

    Summary

    Mrs B says the Council failed to provide education when it knew her son could not return to his allocated school due to medical reasons. I have found no fault in the Council’s decision not to put in place alternative provision. The Council failed to ensure the therapeutic provision the school agreed to put into place was followed up on. An apology, payment to Mrs B and a reminder to officers is satisfactory remedy.

    Service improvements

    The Council will remind officers that when it intends to provide additional funding to a school to put in place therapeutic intervention it follows that up with the school to ensure the provision is in place.

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