You told us
Many parents shared that communication issues were at the heart of most complaints, closely followed by delays in Education, Health and Care (EHC) needs assessments.
The challenges
Demand for Education, Health and Care Plans (EHC plans) and annual reviews has grown significantly, which has put pressure on our current resources and led to delays.
We have also faced staffing challenges, with vacancies in the Virtual School and Assessment and Review Teams. Recruitment for the new Disputes and Resolutions Service Manager took longer than expected, creating a gap in leadership.
Our complaints process needed improvement to make it clearer, faster, and more efficient for families.
We listened
Here is what we have done:
- Recruitment drive – We are expanding the SEND service within our Education teams to improve communication and reduce delays in the Education, Health and Care plan process.
- New leadership – A Disputes and Resolutions Service Manager is now in place, supported by a robust plan to track complaints, identify trends, and share learning with staff.
- Improved complaints process:
- Clear accountability and tracking mechanisms
- Frontline staff now call families directly as soon as a complaint is received
- Dedicated internal SEND Complaints mailbox for our management team to track issues quickly and make concerns are addressed promptly
- Updated software to ensure accurate data on complaints and compliments
What happens next
We’re also working on two new developments:
- SEND Front Door – We are developing a new service for parent carers, aiming to launch during 2026. This will be similar to the Inclusion Advice Line for professionals. A single point of access designed to make it easier for families to find help without having to navigate multiple teams or processes.
- Technology improvements – Exploring digital solutions to allow parents to check current wait times during the assessment process.