Residents are being warned to be aware of online ticket scams that are catching out eager concert-goers ahead of the summer. 

Surrey Trading Standards is pleased to announce the launch of a campaign aimed at curbing event ticket fraud across both counties. With a number of residents falling victim to deceptive practices when purchasing event tickets online, this initiative seeks to protect residents from financial loss and disappointment. 

Event ticket fraud involves unscrupulous individuals exploiting the high demand for tickets to concerts, sporting events, and other popular attractions. Fraudulent practices include the sale of counterfeit tickets, non-existent tickets, and tickets with inflated prices. Such schemes not only result in financial losses for consumers but also tarnish the reputation of legitimate event organisers and venues. 

Surrey Trading Standards has already witnessed online scammers attempting to exploit people wanting to see concerts by Taylor Swift, and the Foo Fighters.  Future scams may include Glastonbury and sporting events such as Wimbledon and this summer’s Paris Olympics. 

Steve Ruddy, Head of Trading Standards at Buckinghamshire and Surrey Trading Standards said: “Music and sports fans are at risk of huge rises in online ticket fraud. Criminal activity selling fake tickets is becoming more and more prevalent online and we urge people to avoid disappointment by being cautious when purchasing tickets for all sporting and music events. 

“Ticket fraud not only harms consumers financially but also undermines trust in the marketplace. Our campaign aims to empower our residents with the knowledge and resources they need to make informed ticket purchases. By raising awareness, we can create a safer environment for consumers to enjoy live events across Buckinghamshire, Surrey and beyond.” 

Tips for purchasing event tickets online 

• Only buy direct from legitimate ticket sites 
• Always use a debit or credit card when you buy tickets online (not bank transfer). This helps to protect your money should something go wrong 
• Be extra cautious when purchasing tickets advertised by individuals on social media Fraudsters use social media to advertise tickets that don’t exist. If you’re looking for a ticket, always search for it yourself from a trusted source 
• Low prices and seemingly great deals are often used to disguise scams. However, if demand for tickets is high or an event is sold out, fraudsters can charge more to trick desperate buyers 
• Check the details of the site you are buying from and before entering payment ensure the web address starts with https and that there’s a padlock icon in the browser bar 
• Check the vendor is a member of the Society of Ticket Agents and Retailers (STAR) 

Residents are encouraged to report their concerns about event ticket fraud to the Citizens Advice consumer service on 0808 223 1133. The helpline takes all enquiries on behalf of Trading Standards across England and Wales and will pass the report to the relevant Trading Standards team.   

Alternatively, if you have been a victim and lost money, please report to Action Fraud at actionfraud.police.uk or by calling 0300 123 2040.

Surrey Fire and Rescue Service has changed the way it now responds to automatic fire alarm call outs (AFAs) to residential and domestic properties, by only attending if there’s been a 999 call to confirm there is a fire or signs of fire. 

This change, introduced last month, covers AFAs at properties including hotels, boarding schools, care homes and any other residential types, including those that contain single private dwellings.  

98% of the residential and domestic AFA call outs that Surrey Fire and Rescue Service attended from October 2022-March 2023 were false alarms. These accounted for 976 mobilisations – that’s more than 5 fire engines a day being sent out on blue lights to false alarms where there isn’t a fire.  

This change is the second phase of work, after making the switch in 2022 and only attending non-sleeping business calls when a fire is confirmed. Since then, false alarm visits have decreased by over 95%.   

Surrey Fire and Rescue Service would like to reassure residents that nothing is changing in their response to a real fire. Only now, the call handlers will ask a series of questions designed to determine the nature of the call and whether there is a fire, or signs of fire, and depending on the response received, crews may still attend to investigate the reason for the AFA.  

Group Commander and project lead for the change, Rob Jenks said: “We’re committed to keeping our communities safe, and if there’s a fire, or signs of a fire, we will always respond immediately.   

“After successfully making the switch for business AFA call outs in 2022, this new change is another positive step for our communities. We spend many hours and resources on responding to false alarms, and now, our crews and pumps will be more readily available when there’s a confirmed emergency.”  

If at any time you discover signs of fire, raise the alarm, get out using the nearest fire exit and call 999.  

For residents responsible for these types of premises, the service is urging you to visit their dedicated webpage for more information and advice on how to investigate an automatic fire alarm activation, and steps you can take to make your property as safe as possible.  

Please visit: https://www.surreycc.gov.uk/community/fire-and-rescue/community-safety/automatic-fire-alarms to find out more about how this will affect you or your property.  

Surrey County Council has appointed Terence Herbert as its new Chief Executive.

Terence, currently Chief Executive at Wiltshire Council, was chosen after a robust recruitment process to find a replacement for Joanna Killian.

Subject to formal ratification at an extraordinary Full Council meeting on 9 April 2024, Terence is expected to take over as Chief Executive in the summer.

Leader of Surrey County Council Tim Oliver said:“Terence is an outstanding leader bringing over 25 years of local government experience to the role, and it is excellent news that he will be joining us.

“Under his leadership, Wiltshire is regarded as a strong local authority – one of the largest unitary authorities in the country – with sound finances and a high-performing workforce. 

“I am certain that he will be a tremendous asset to Surrey and is the right person to lead us as we face the challenges ahead.”

Terence said:“I am delighted to have been appointed as the Chief Executive of Surrey County Council. I’m looking forward to working with the leader, Members, staff and our partners to build on Surrey’s significant track record and lead the organisation through the next stage of its transformation in what continues to be a challenging time for local government.  

“Having spent much of my earlier career in children’s services and mental health, I am passionate about delivering quality services for the most vulnerable residents across our communities. I know the importance of retaining a motivated and ambitious workforce with a focus on celebrating the success of our staff, so this is an area that will be a key priority for me.”

Terence joined Wiltshire Council in 2011, where he was appointed Chief Executive in June 2020. Prior to this he held a number of senior leadership roles including Head of Service for Safeguarding, Associate Director for Children’s Services, Executive Director for Children & Families, Leisure & Communities, Corporate Services and HR & Organisational Development, and Chief Executive Officer for People.

Terence began his career as a Registered Mental Nurse (RMN) and then qualified as a social worker, taking up posts in children’s services at the London Borough of Lewisham, Royal Borough of Kensington and Chelsea, and North Somerset Council.

Related reports:

Surrey chief moves on after 6 years

County CEO’s pay rise triggering strikes?

Families set to benefit from new short breaks accommodation being built in Woking helped mark the official start of work at a milestone groundbreaking ceremony.

The purpose-built £5.7m facility will enable autistic people and those with learning disabilities to enjoy new experiences while their families take a break from caring. It’s part of Surrey County Council’s drive to create the right homes with the right support for people who need it and represents a major investment in specialist accommodation to help people achieve greater independence.

Enjoying some early spring sunshine, families were joined at the site in Goldsworth Park by representatives from the county council as well as architects AtkinsRealis and contractors Neilcott Construction. Also marking the occasion were Woking MP Jonathan Lord and representatives from Woking Borough Council and local community organisations.

The new accommodation on the site of the old Lakers Youth Centre will provide eight ensuite bedrooms as well as a sensory room, a communal lounge / dining room and landscaped gardens. It will provide the first such service in this part of the county and will ultimately add almost 2,500 nights of additional short breaks capacity per year for adults with additional and complex needs.

Guests will be able to enjoy new opportunities, make friends, gain new skills and connect with their communities during short stays without their family carers, who will be able to take some time away from their caring responsibilities to focus on their own wellbeing.

The event on March 14 marked the first ‘spade in the ground’ for an ambitious county council strategy which aims to deliver more than 1,400 units of specialist accommodation for adults with support needs across Surrey, including the redevelopment of another short breaks site in Banstead. Supported independent living accommodation for those with learning difficulties and mental health needs is also part of the plan, as well as extra care housing for older residents which will have support workers on hand if needed.

Sinead Mooney, Surrey County Council cabinet member for Adult Social Care, said: “Unpaid carers across Surrey do an amazing job in ensuring that their loved ones can continue to live in their own homes, but it can take a toll on even the most dedicated partner or relative. The new accommodation will represent a state-of-the-art facility designed to provide the person being cared for with the support they need, while offering their carer the chance to recharge their batteries by taking a break themselves.

“We’re delighted to have broken ground and eagerly await the opening of the new accommodation next year. We want our residents to be able to live their best lives and our ambitious building programme to provide the right homes with the right support will help us achieve that.” 

Natalie Bramhall, cabinet member for Property, Waste and Infrastructure said; “We’re pleased to have broken ground on the site in Goldsworth Park. The site of this new short breaks service is one of many projects being delivered by our Land & Property Capital Programme team in partnership with Adult Social Care to help people stay independent, safe and well so they can live the lives they want.”

The star of the day was Jodie, a potential future user of the centre who currently visits the council’s short breaks service in Banstead.

After watching an architectural ‘flythrough’ video of the new accommodation alongside assembled guests, Jodie’s mum Jean, voiced her approval: “The one thing you want from a respite centre is to know that your children – young adults – are secure, safe & happy.” She further explained: ”Having respite breaks is absolutely a ‘must’ for parents and to have a facility that’s been purpose built… is totally invaluable.”

Andrea, mum to Brandan, who also currently attends the service in Banstead, added: “Brandan needs 24-hour care seven days a week – it does not stop for us as parents – and this will be an invaluable service so near to our home. But it’s not only for us, it’s about Brandan. We want him to feel it’s like a holiday. We can be happy and relaxed knowing that he is happy.”

_{Image: (left to right) Jonathan Lord MP, Jodie, Jodie’s Mum Jean, and Cllr Sinead Mooney}

Businesses will be at the heart of Surrey’s economic growth as they are set to benefit from a single strategic vision and leadership for the Surrey economy as part of the transfer of formal powers to Surrey County Council. 

From April, the Council will take up the key functions currently held by the county’s two Local Enterprise Partnerships (LEPs), Enterprise M3 and Coast to Capital. 

The change will see the council lead on an enhanced oversight and delivery role in driving sustainable economic growth across the county. It will absorb formal responsibilities to deliver business support through the new Surrey-wide Growth Hub and deliver government funded programmes focused on skills.

The areas covered by Coast to Capital on the left and Enterprise M3 on the right:

Matt Furniss, Cabinet Member for Transport, Infrastructure and Growth at Surrey County Council said: “Surrey has a great economic story to tell. We’re the UK’s leading regional economy, with more than 100,000 businesses which generate more than £50 billion a year to the UK economy.

“We know there is huge potential to grow this further – through targeted support to key sectors, and through working with employers, training providers and local residents to create a high-quality skilled workforce for the future. 

“I very much welcome the transfer of these powers into Surrey County Council.  

“It will mean for the first time we will have one organisation who, together with a strong independent business voice, will provide a clear, coherent and comprehensive approach to developing a strong sustainable economy. This is positive for business and for residents. 

“I want to thank the government for hearing our case and also to our partners in the LEPs for working with us to ensure there is a seamless transfer of service at the start of April.” 

Surrey has historically been divided across two LEP boundaries – Enterprise M3 operating in the west of the county and Coast to Capital in the east – which has presented challenges in terms of strategic coherence and created confusion for local businesses.  

In March 2023, the Chancellor of the Exchequer’s Budget statement announced the intention to integrate LEP functions into upper tier local authorities. 

Aware of the positive impacts that could have for Surrey, the County Council took steps to engage early with partners to ensure it was ready to absorb and deliver these functions from the point of transfer. 

A report discussed and agreed by the Council’s Cabinet on 27th February acknowledged the move could have a range of positive benefits for local businesses and residents including: 

• Setting a single economic vision for the county, ensuring Surrey-wide solutions are developed to support local economic growth. 
• The development of a new Surrey business brand and website to make it easier for businesses to know where to access the right information, advice and guidance.    
• The creation of a Surrey Growth Hub service to provide universal signposting support for business, as well as targeted interventions to help eligible local businesses in their journey to becoming high-growth. 
• The creation of a Surrey Careers Hub (launched in September 2023), which delivers a range of activities focused on ensuring schools and colleges can help young people take their next best step. 
• Improved join-up and efficiencies with existing council services and teams. 
• Greater democratic accountability for decision-making related to local economic growth, that will be informed by a strong, independent, and diverse private sector voice. 
• Future government funding to support local growth will now be focused on the whole of Surrey, instead of it being spread across larger regional areas.     

Further announcements will be made in the coming months regarding the launch of the new Surrey business brand, website, and Surrey Growth Hub. 

Ahead of Helpline Awareness Day (Friday, 23 February), Surrey and Borders Partnership NHS Foundation Trust and Surrey County Council are highlighting a local 24-hour NHS mental health crisis helpline that supports almost 50,000 people each year.  

The Mental Health Crisis Helpline, run by Surrey and Borders Partnership, is open 24 hours a day, 365 days a year. Since it started in 2010 it has helped around 600,000 people.  

It is staffed by trained professionals who are ready to listen and offer advice, support and signpost to a range of community services. 

A mental health crisis is when you feel at breaking point, and you need urgent help. You might be: 

• Feeling extremely anxious and having panic attacks or flashbacks 
• Feeling suicidal, or self-harming 
• Having an episode of hypomania or mania, (feeling very high) or psychosis (maybe hearing voices, or feeling very paranoid) 
• Other behaviour that feels out of control and is likely to endanger yourself or others

As well as the Mental Health Crisis Helpline, Surrey and Borders Partnership also provides five Safe Havens across Surrey which provide out-of-hours help and support to adults who are experiencing a mental health crisis or emotional distress. 

These Safe Havens are in Aldershot, Epsom, Guildford, Redhill and Woking and are open evenings, weekends and bank holidays. Each one is staffed by a mental health practitioner from Surrey and Borders Partnership and two trained Safe Haven workers.  

Mark Nuti, Surrey County Council’s Cabinet Member for Health said: “We are committed to breaking the silence surrounding mental health and providing a safe, confidential and non-judgmental way for people in Surrey to seek help. 

“We believe that mental health support should be available to everyone. No one should have to suffer in silence – the Mental Health Crisis Helpline is here for anyone who needs it.

“There is help out there, whether it’s through the Mental Health Crisis Helpline or one of the Safe Havens. Let’s break the silence and start the journey towards better mental health together.” 

Emily Hackett, Mental Health Crisis Line Service Manager said: “If you are experiencing a mental health crisis or emotional distress or if you have concerns regarding someone that you care for, please call us. Our dedicated crisis call handlers are on hand to support you 24 hours a day 7 days a week.” 

If you or someone you know is struggling with their mental health, don’t hesitate to call the Mental Health Crisis Helpline on 0800 915 4644.  

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Residents are encouraged to do their research and always look for reputable and recommended tradespeople before having any work done on their property. 

Buckinghamshire and Surrey Trading Standards is pleased to announce a partnership with United Knowledge Ltd to provide its ‘Trading Standards Approved’, trader’s scheme. 

The collaboration marks a significant milestone in the efforts to enhance consumer protection, promote fair trading practices, and ensure businesses in both counties adhere to the highest standards of excellence. It will also enable trading standards to support residents who are scammed or targeted by rogue traders by supplying a safer choice. 

UKTSA offers a list of local businesses who have each given a commitment to trading fairly.  

The scheme aims to support both local businesses and consumers, providing honest traders with a way to be identified and therefore stand out from the crowd.  

From February 2024, residents will be able to find a Trading Standards Approved trader, introducing an added sense of confidence with the reputable accreditation.  

The scheme is able to include a diverse range of trades and businesses, whether consumers are in search of a trustworthy plumber, pest controller, landscaper, electrician, or any other contractor.  

The partnership between Buckinghamshire and Surrey Trading Standards and UKTSA is aimed at creating a more transparent and trustworthy marketplace for businesses and consumers. Through the implementation of rigorous standards, and continuous monitoring, both counties will be able to identify and address any potential issues or breaches of trading regulations promptly. 

Councillor Kevin Deanus, Cabinet Member for Fire and Rescue and Resilience at Surrey County Council said: “Our Trading Standards team is committed to protecting consumers and supporting legitimate business in Surrey. Honest businesses are also victims of rogue traders when their trade is linked to dishonest practices and their reputations tarnished. This collaboration will strengthen our ability to protect consumers and support businesses in our counties. Together, we can ensure fair and ethical trading practices, enhance consumer confidence, and contribute to the growth and prosperity of our local economies.” 

Paula Hines from United Knowledge Ltd said: “We are pleased to welcome our new partners on-board. We are looking forward to working with Buckinghamshire Council & Surrey County Council and the local business communities to make this scheme a success.”  

Steve Ruddy Head of Trading Standards at Buckinghamshire and Surrey Trading Standards said: “Schemes such as this offer additional protection to residents as well as clear procedures for resolving problems, which benefits both residents and businesses. Trading Standards always advises residents to get a range of quotes from reputable traders through trustworthy sources such as the new Trading Standards Approved trader’s scheme. The scheme gives people access to a list of reliable traders that have been vetted and approved by to ensure that they operate in a legal, honest and fair way.”  

Residents who have experienced problems with tradespeople or companies to report it to the Citizens Advice consumer helpline. The helpline takes all enquiries on behalf of Trading Standards across England and Wales and will pass your report to the relevant Trading Standards team. 

Business operators can visit the Trading Standards Approved website to find out more about the registration process and joining fees. 

Consumers can search the register HERE on the UKTSA website

With one of three Surrey centres based in Epsom the multi-agency Hope Service gets a glowing Ofsted report. Published last month the report finds that the Hope Service, provided by Surrey County Council and Surrey and Borders Partnership NHS Trust, ‘continues to be an outstanding school’ following its previous ‘Outstanding’ inspection outcome in 2018. 

The Hope Service, which is registered as a Pupil Referral Unit, offers a ‘Day Programme’ with a curriculum comprising education, therapies and activities. This is part of the broader multi-agency Hope Service offer in Surrey which supports young people age 11-18 who are experiencing complex mental health, emotional, social and behavioural challenges which cannot be met by one agency alone. The Hope Service works with the young person, their family and wider network to offer support to try and prevent placement breakdown or the need for a psychiatric hospital admission. 

In a glowing report, Ofsted inspectors note that ‘pupils flourish at this inspirational school’ due to the ‘nurturing relationships they form with staff as soon as they join’. Inspectors also found that young people receive ‘highly specialist support, in every aspect of learning and development’ helping them to grow in confidence and in turn ‘realise their full potential and aspire to a bright future when they leave school’. 

The report also highlights that ‘staff take careful steps to construct an ambitious curriculum for every pupil’, with pupil voice central to this and pupils’ views captured ‘at each stage when planning individual curriculum programmes’.  

Inspectors found that the school has a ‘palpable air of serenity’, empowering individuals to have a ‘clear sense of self-identity and autonomy’ and readying them for adulthood. The school also offers a significant amount of expert advice and support to the wider community via their outreach work and parent and carer support and information sessions, with parents and carers crediting the school for ‘giving their child hope for a positive and healthy future’. 

Clare Curran, Cabinet Member for Children, Families and Lifelong Learning, said; 

“I’m thrilled to see that this incredible school continues to be recognised as Outstanding by Ofsted. One of the priorities in the Surrey Health and Wellbeing Strategy is to support children and young people with their mental health, including focusing on access to early, appropriate support to prevent further escalation of need, and supporting the emotional wellbeing of parents and care givers. 

“The outcomes the Hope Service achieves for Surrey children are remarkable, with staff being able to provide the support young people need to meet their emotional and mental health needs, while at the same time providing a top quality education delivered with high levels of personalisation, kindness and belief in each young person. 

“Young people and their families come into contact with this service at a challenging time in their lives, and its vital that we and partners are able to provide a high quality service upon which they can rely.” 

The full inspection report can be found on the Ofsted website: 50234890 (ofsted.gov.uk). 

You can read more about the Hope Service, including the school offer, assessment and out of hours ‘Extended Hope’ crisis service, and free fortnightly online parent and carer support sessions on a range of topics on the Hope Service website. 

Image: cc Bruce Matsunaga. Licence details

A former aircraft engineer has spoken out about how his alcohol addiction threatened to wreck his life.

Steve Saunders, 66, from Pyrford, Woking says that what started as social drinking turned into an all-consuming addiction, which saw both his marriage and career end.

Now he is using his experience to help others and to send out a clear message, that there is always support in Surrey for those with a drug or alcohol addiction.

Steve works with Surrey County Council’s Changing Futures programme on their Bridge the Gap scheme which supports people facing a range of issues including alcohol and drug addiction, domestic abuse and mental health challenges.

“Like most other people I started drinking in my late teens and 20s socially but it was in my 50s when it started to become a big problem,” said Steve, who is a proud father of two grown-up sons.

“I now know that I have an addictive personality and that affects how I see alcohol, and one drink is never enough. My behaviour changed and I was awful to those around me – it ended up ruining my second marriage and saw me retire from my job as an aircraft engineer aged just 53-years-old.

“At my worst I was drinking a bottle of spirits a day, often in secret. You kid yourself that people don’t know what’s going on, but it was out of control. I kept losing my driving licence and I was lucky not to be in prison. When I left my job I nearly drank myself to death.”

The turning point for Steve was when he decided to be honest with his doctor about his drinking, and he went into rehabilitation.

“Going through rehabilitation changed everything,” said Steve. “I decided I wanted to help others who are facing similar problems and so I became involved in Bridge the Gap to offer my insights into the systems that support people and also to run SMART recovery meetings which are both face-to-face and online.

“A huge range of people access the service – business owners, housewives and professional people such as doctors and teachers. All of them have one thing in common – they are looking for help, and we make sure they receive it.”

Until now Bridge the Gap has been run as a pilot scheme by Surrey County Council, funded by the Department of Levelling Up, Housing and Communities and the National Lottery – but now a fundraising drive is being launched to raise the £1.4 million which will be needed for it to continue supporting vulnerable people in Surrey.

Eleven local charities are backing Bridge the Gap and these are Catalyst, Guildford Action, The Hope Hub, Oakleaf, Richmond Fellowship, Rentstart, Your Sanctuary, North Surrey Domestic Abuse Service, South West Surrey Domestic Abuse Outreach Service, East Surrey Domestic Abuse Services and Surrey Domestic Abuse Partnership.

Steve said: “As well as helping others I also get something from the SMART meetings because it reminds me to be grateful for where I am. Anyone facing a drug or alcohol problem needs to know that there is help out there, and we will support them in turning their life around.”

Keely Glithero , service manager at Catalyst, said Steve’s input into the Bridge the Gap programme is invaluable.

Keely said: “Steve’s rich lived and learned experience in addiction brings a valuable perspective and contribution to how we deliver services. I am truly inspired by his relentless energy for supporting people, and I’m so glad to support and work alongside Steve as a volunteer for Catalyst in the Changing Futures programme.”

A conference is taking place in Surrey later this month when people, like Steve, will use their lived experience to support others, challenge prejudice and empower themselves. The Power of Lived Experience event takes place on Wednesday, January 31 from 10am to 4pm at Dorking Halls. For more information and to reserve your place contact colette.lane@sabp.nhs.uk

Further information:

Changing Futures Bridge the Gap programme Changing Futures – Bridge the Gap | Healthy Surrey

Drug and alcohol support in Surrey – Drugs and alcohol | Healthy Surrey

Surrey County Council is seeking the views of residents on the county’s Rights of Way to help drive improvements.

The county council is responsible for around 2,164 miles (3,482 km) of paths known as ‘public rights of way’ in both the countryside and urban areas. Accessing these paths is important for residents to enjoy and explore, travel to work or school and for health and wellbeing.

A public right of way is a path that anyone, by law, has the right to use. There are four types:

• Footpaths for walking, mobility scooters or powered wheelchairs
• Bridleways for walking, horse riding, cycling, mobility scooters or powered wheelchairs
• Restricted byways for walking, horse riding, cycling, mobility scooters or powered wheelchairs and horse-drawn carriages
• Byways for all modes including motorised vehicles.

Marisa Heath, Surrey County Council Cabinet Member for Environment said: “This is a fantastic opportunity for residents to share their views and really shape how we manage and improve our rights of way both in rural and urban areas. Exploring the countryside and being close to nature is so important for our health and wellbeing and also to understand the benefits of the natural environment we are doing our upmost to protect, so we want to support everyone by improving our networks.”

Residents are invited to feedback their views on Surrey’s Rights of Way network, sharing how they use them, their importance, what if anything may prevent residents from using them and how the council can support their needs. All views will help inform the new Rights of Way Improvement Plan which will be produced at the end of 2024.

The survey is open until 10 March 2024 and can be accessed on the Surrey Says website.

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