The Communities, Environment and Highways Select Committee met on Thursday 2 July 2026. The committee noted the Q3 and Q4 performance assurance report and encouraged the sharing of improvement plans with shadow authorities. The committee recommended that Cabinet adopt the mixed capital investment approach for the Local Transport Grant and Active Travel funding and approve the submission of the Local Transport Delivery Plan. The committee also noted the progress of the Registration and Nationality Service's new operating model and requested that Surrey Fire and Rescue Service circulate information on the most common complaint misunderstandings.

Performance Assurance Report (Q3 and Q4 2025/26)

The committee noted the council's performance for the third and fourth quarters of the 2025/26 financial year. Overall, the majority of performance indicators were rated green, indicating strong performance. However, seven indicators were rated red, primarily relating to the financial impact of Trading Standards' activities, delivery of Fire Safety Audits, progress on the footway programme, completion of Integrated Transport Schemes, timeliness of death registrations, and levels of economic inactivity. Three indicators were rated amber, including the timeliness of responses to highway defects, the proportion of planning applications determined within statutory timescales, and the average time taken for post-mortems.

Discussions highlighted improvements in death registrations, although performance remained below the national target. The Assistant Director for Registration, Coroner's Services and Customer Strategy explained that while appointment availability and staffing were no longer barriers, delays were often due to factors outside the council's control, such as receiving medical certification and families' personal circumstances. The five-day statutory timeframe for death registrations was noted as a national target, not a local one.

Surrey Fire and Rescue Service's staffing levels were reported as stable, with recruitment efforts focused on whole-time firefighters and addressing gaps in the on-call workforce through flexible arrangements. The service's performance in engaging with schools and its overall staffing levels were considered positive.

The footway improvement programme had delivered 83% of its annual target, with efforts to increase capacity through an additional contractor. Customer service complaints remained below target, with delays attributed to service pressures, staff vacancies, and organisational change. Integrated Transport Scheme delivery faced challenges due to extensive consultation requirements and scheme redesigns, but efforts were being made to complete projects before the upcoming local government reorganisation. Highway defect response performance had dipped during winter due to severe weather, but improvements were being made, including earlier surveys and targeted maintenance.

Waste management performance was strong, with high recycling rates. The handover of waste services to the new unitary authorities was expected to be seamless.

Registration and Nationality Service Update

The committee received an update on the new operating model for the Registration and Nationality Service. Phase 1 of the programme, which focused on expanding service locations and enhancing the commercial ceremonies offer, had been successfully completed. This included opening new sites in Epsom and Staines-upon-Thames, and refurbishing Rylston (Weybridge Registration Office) into a flagship ceremonies venue, which had seen a significant increase in ceremony volumes. Phase 2, currently underway, aims to further expand access by opening new sites in Farnham and Woking, enhancing provision in Reigate, relocating services in Camberley and Guildford, and establishing a central administration hub. All Phase 2 projects were on track for completion by the end of October 2026. Early customer feedback had been largely positive, highlighting accessibility, convenience, and improved customer experience. Customer satisfaction remained high at 95%.

Local Transport Delivery Plan

The committee discussed the Local Transport Delivery Plan for 2026/27 to 2029/30, which outlines the investment of £264 million of Department for Transport funding across highways, buses, active travel, and EV infrastructure. A key trade-off identified was balancing road maintenance with wider transport improvements, with a recommended mixed approach to capital investment. The plan aims to improve road conditions while also supporting congestion reduction, accessibility, economic growth, and environmental objectives.

Concerns were raised about meeting the Department for Transport's performance targets to avoid funding clawback. Officers assured the committee that the programme was designed to align with national outcomes and that robust monitoring and reporting arrangements were in place. The plan included allocations for active travel schemes, with a focus on deliverable projects that had strong local support and were compliant with design standards. The council's current Active Travel England capability rating was noted as 2 out of 4, with efforts underway to improve this.

Financial risks, including inflation and unforeseen costs, were acknowledged, with budgets incorporating inflation uplifts and risk allowances. The committee was assured that programme management oversight and contingency measures were in place. Bus Service Improvement Plan funding was described as compliance-based, with potential for funding to be delayed, reduced, or withdrawn if requirements were not met.

Discussions also covered the future of demand-responsive transport services, with the Cabinet Member highlighting that these services had successfully reached areas where conventional bus services were not viable. The importance of strong governance and accountability arrangements for the delivery of the plan, and the smooth handover of responsibilities to the new unitary authorities following local government reorganisation, were emphasised.

Surrey Fire and Rescue Service Performance

The committee received an update on Surrey Fire and Rescue Service's performance, noting significant progress in addressing findings from previous HMICFRS inspections. The Service had completed all actions within its Inspection Improvement Plan and had seen its Cause of Concern discharged. A recent HMICFRS inspection in Spring 2026 assessed performance across 10 areas, with six graded as 'good' and four as 'adequate', with no causes of concern identified.

Discussions included the relocation of resources from Banstead Fire Station to Godstone, with assurances provided that this would maintain appropriate and safe fire cover, informed by operational modelling and risk assessments. Concerns were raised by councillors regarding the impact of population growth and other local factors on future resource needs, and officers confirmed that the Community Risk Management Plan was regularly reviewed and updated to reflect changing risk profiles.

The committee was informed about efforts to sustain improvements and prevent future slippage, with actions embedded into business-as-usual activity and monitored through existing governance and assurance arrangements. The positive relationship between the Service, trade unions, and staff was highlighted as a key factor in cultural improvement.

Regarding complaints handling, it was noted that volumes remained low, but performance needed to improve against the 90% target for timely responses. Complaint themes often arose from misunderstandings of operational practice rather than service failings, and this learning was being used to improve public communication.

The delivery of Safe and Well Visits was discussed, with a slight shortfall against the annual target but a strong focus on vulnerable residents. The Service had seen a significant increase in the volume of these visits. The Assistant Chief Fire Officer explained that follow-up visits, while important for vulnerable residents, were not always recorded as full Safe and Well Visits under national criteria, and that the Service was exploring ways to capture this additional work.

Workforce diversity was also discussed, with improvements noted in female representation, although the target had not yet been met. Efforts were ongoing to attract, recruit and retain a more diverse workforce. The Service was also gathering feedback from disabled staff to ensure an inclusive and welcoming employer.

The committee noted the performance report and requested that the Service circulate information on the most common complaint misunderstandings.

Recommendations and Action Tracker

The committee reviewed the recommendations and action tracker and the forward work programme. The recommendations included noting the Q3 and Q4 performance assurance report, encouraging the sharing of improvement plans with shadow authorities, and noting the progress of the Registration and Nationality Service's new operating model. The committee recommended that Cabinet adopt the mixed capital investment approach for Local Transport Grant and Active Travel funding and approve the submission of the Local Transport Delivery Plan. For Surrey Fire and Rescue Service, the committee noted the performance report and requested information on common complaint misunderstandings.