Ofsted recently launched updated guidelines designed to simplify the process of making complaints about inspections and pausing inspections under exceptional circumstances. This change aims to address concerns more fairly and effectively across all types of education and care providers. The revised policies introduce a clearer pathway for providers dissatisfied with their draft inspection reports or needing inspections paused due to special circumstances
CREDIT: This is an edited version of an article that originally appeared on Ofsted
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 apply when concerns about Ofsted’s work cannot be resolved informally. The 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 are now able to directly escalate it to the ICASO. This service is provided by an external organisation, which reviews Ofsted’s handling of the complaint.
In addition, Ofsted periodically submits a sample of closed complaints to a panel for review. This panel includes external representatives from the sectors Ofsted inspects, who provides 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.
His Majesty’s Chief Inspector, Sir Martyn Oliver, said:
“All inspections should be carried out professionally and with courtesy, empathy and respect. But should anyone have concerns, we will always want to resolve them as quickly as possible, which is why we have already introduced a helpline for providers to call during their inspection. Today’s changes offer a further opportunity to resolve complaints, should it be required. I want to assure providers that we will acknowledge any mistakes made and take steps to put them right. I’m determined that we will learn from complaints to improve the way Ofsted works.
“We introduced a new ‘pausing policy’ in January for state schools, but today are going further to clarify the steps we’ll take when circumstances mean we have to pause the inspection of any school, further education, early years or social care provider. This includes occasions when leaders require support because of concerns about their well-being.”
These revisions from Ofsted offer hope for improved processes within schools, providing clearer guidelines for addressing concerns and pausing inspections, ultimately fostering a more transparent and equitable evaluation framework. By streamlining procedures, SBLs can anticipate smoother interactions with Ofsted, facilitating a more constructive and supportive approach to assessment and improvement initiatives.
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