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.

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Surrey County Council (23 011 669)

Category: Transport and highways Date: 30-Sep-2024

Summary

Miss C complained the Council failed to take action when she reported illegal parking. Miss C says this has caused safety issues on the street which has caused her distress. We find the Council at fault for failing to take timely action to repaint the double yellow lines in the area and for failing to acknowledge Miss C’s correspondence as a complaint. The Council will apologise and make a symbolic payment of £100.

Service improvements

The Council will complete the work it has started to ensure the double yellow lines are fully repainted and enforceable.The Council will provide training for its contact centre and parking and traffic enforcement teams on recognising the difference between complaints and service requests and ensure that they understand the process for acknowledging and handling complaints whenever complaints are received.

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