Parental complaints have surged in schools and academy trusts since the pandemic, presenting a challenge that demands a structured approach. Here are essential strategies for handling these complaints effectively
CREDIT: This is an edited version of an article that originally appeared on VWV
At the outset, it is important that academies and maintained schools are familiar with the DfE’s Best Practice Guidance for dealing with complaints. The law relating to complaints handling differs because academies are obliged to implement the requirements of the Independent School Standards Regulations, while maintained schools must implement section 29 (1) of the Education Act 2002.
In a recent webinar, VWV delved into key insights on managing parental complaints. Here’s a condensed overview of the discussion:
Identify clear and resolvable headings of complaint
Start by categorising complaints under clear and resolvable headings. This structured approach facilitates effective resolution.
Terms of reference for investigations
At the outset it is important to identify and establish roles – is a separate investigator and decision maker required?
You should also consider whether specific terms of reference are required because properly drafted, they can ensure the processes run more smoothly.
Carry out an effective investigation
This requires careful consideration of the information that will need to be gathered from both sides’ perspective. A chronology is a good way to marshal the facts and can be amended as more information surfaces. It is good practice also to meet with the complainant to understand their perspective and details of their complaints.
The Stage 2 formal decision Letter
This needs to be clear and detailed and confirm if a complaint is upheld or not and the grounds and reasons explaining why it is so. The letter can also include some recommendations and will need to make reference to the next stage in the complaints procedure if the complainant remains dissatisfied.
Prepare for the complaints panel hearing
Where reasonably possible, the time limits in the complaints policy will need to be followed. If this is not possible, the delay should be for the shortest time possible. There are different requirements for the composition of the Panel for maintained schools and academies (please see links to the Best Practice Guidance above).
Run an effective complaints panel hearing
It is extremely useful to have an agreed running order for the Hearing which the panel and the parties are aware of in advance. The panel will need to appoint a chair and they should have the skills required to run a fair and orderly hearing. The Clerk will need to keep careful minutes as they will need to be made available on request.
Concluding the Stage 3 panel hearing procedure
The panel’s decision with detailed reasons will need to be explained in a detailed decision letter. Timely communication is crucial, and legal advice may be necessary in substantiated complaints.
Lessons learned
Whether complaints are upheld or not, there is often something that a school or academy could do differently in the future. This can be a positive demonstration that will make the complainant feel that they have been taken seriously, and it can also improve the way things are done.
Persistent correspondence
Once all of the stages are concluded, if the complainant insists on corresponding on the same issues, then they can be deemed to be serial and persistent, and they can be informed that there will be no further engagement on the same issues (see Best Practice Guidance above for more information).
Careful handling and record keeping
Sometimes, complaints may develop into claims through Tribunals and the Courts, hence the importance of handling complaints well and maintaining good records throughout the process.
Continuous Improvement
Finally, it is important for Governors and Proprietors to conduct regular reviews of complaints and the outcomes. Are there recurring themes that need to be addressed? Likewise, are there recommendations and practical steps that need to be taken at school / trust level to improve practices for the future?
Navigating parental complaints demands a structured and sensitive approach. By implementing these strategies, schools and academy trusts can effectively address concerns and foster a supportive environment for all stakeholders.
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