Service improvements

Surrey County Council

Showing service improvements between 1 April 2018 and 31 March 2019

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 - 2 of 2 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 (18 005 886)

    Category: Education Date: 08-Feb-2019

    Summary

    Mr X complains the Council took 18 months between July 2015 and January 2017 to issue a final Education Health and Care (EHC) Plan for his disabled son, Y. This delayed his right of appeal against the EHC Plan and prevented Y from receiving the correct provision for 15 months longer than necessary. The Council also knew about missing occupational therapy (OT) provision for Y six months earlier than it claimed, forcing Mr X to chase the matter for longer than necessary. Finally, the Council sought to restrict Mr X’s communications when it had no good reason to do so. This caused him avoidable frustration, more so as the Council had previously failed to communicate with him properly in a complaint (reference 15 003 601) where we found it had denied Y free home-to-school transport for six months in 2015.

    Service improvements

    The Council will arrange training for Special Education Needs staff to make sure they are aware that they must amend Education Health and Care Plans that are out-of-date in line with statutory timescales rather than assuming a child's need are met because he or she attends a specialist school.It will also arrange training for Special Educational Needs staff to make sure they do not restrict a person's communications without evidence of the behaviour that has led to their decision.

  • Surrey County Council (18 005 543)

    Category: Education Date: 23-Oct-2018

    Summary

    Mr B complains the Council failed properly to provide the agreed remedy for his previous complaint to the Ombudsman.

    Service improvements

    We recommended the Council review its processes to ensure: it responds promptly, fully and accurately to our enquiries, draft decisions and other communications; and it checks full and prompt completion of each part of a complaint remedy it agrees with us and then updates us promptly.

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