As reported by Ofsted, in a significant update, Ofsted introduces a more transparent complaints process and clearer guidelines for pausing inspections, aiming for fairness and efficiency
Ofsted has today published an updated policy for complaints about inspections, which aims to handle providers’ concerns more fairly, thoroughly and efficiently.
More detailed guidance on the process for pausing an inspection has also been published today, and now applies to all childcare, education and social care inspections and regulatory visits.
The new complaints process comes into effect today and applies to inspections and regulatory activity carried out across all education and care provider types after 4 April 2024.
The changes follow last year’s consultation on proposals to make the complaints process as clear and simple to use as possible. Responses to the consultation showed strong support for each of the proposals. Ofsted has already introduced enhanced professional dialogue to help address any issues about an inspection on site, and a new helpline for providers to call and speak to a senior Ofsted inspector if they have concerns about inspectors’ conduct.
The changes coming into effect today apply when concerns about Ofsted’s work cannot be resolved informally. The new process allows providers to seek a review of their inspection – including the conduct of inspectors and the judgements reached – by submitting a formal complaint when they receive their draft inspection report.
If a provider remains dissatisfied with Ofsted’s response to their formal complaint, they will now be able to directly escalate it to the ICASO. This service is provided by an external organisation, which will review Ofsted’s handling of the complaint.
In addition, Ofsted will periodically submit a sample of closed complaints to a panel for review. This panel will include external representatives from the sectors Ofsted inspects, who will provide challenge and transparency on how complaints have been handled.
The updated policy on pausing an inspection expands on guidance published in January for state-funded schools. It sets out the steps inspectors will take when it is necessary to pause activity during childcare, education and social care inspections and regulatory visits.
The guidance states that, under exceptional circumstances, Ofsted may agree to formally pause an inspection, for example, when leaders require support due to concerns about their well-being, or an incident prevents inspectors from gathering sufficient evidence.
The policy also sets out how long an inspection could be paused for, depending on the type of provider. Where an inspection is paused for longer than this period, it will be deemed incomplete and inspectors will return to gather additional evidence at a later date.
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