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DEALING WITH COMPLAINTS - IS YOUR SCHOOL COMPLIANT AND MANAGING EFFECTIVELY - INCL. PERSISTENT AND SERIAL COMPLAINTS

This event is suitable for Ealing maintained schools and all other schools
Short URL https://schools.ealingcpd.org.uk/courses/bookings/c_detail.asp?cid=18857 
Event code SCH 21/443 
Event description

Any person, including members of the general public, may make a complaint about any provision of facilities or services that a school provides. In accordance with Section 29 of the Education Act 2002, all LA maintained schools must therefore have and make available a procedure to deal with all complaints relating to their school and to any community facilities or services that the school provides. 

This briefing is relevant to all governors from all school settings. The aim is to provide a comprehensive overview of the school’s complaints procedure and the statutory duties placed on Governing Boards of Local Authority (LA) maintained schools; however the principles and guidance materials adhered to are applicable to all schools. The purpose is to ensure all governors are aware and confident in the knowledge of national and local best practice advice and guidance on school complaints procedures.

The objective of the session will be to embed the duties placed on governors through discussion and information sharing. This in turn will allow delegates to ensure their schools are fully compliant and adhering to relevant legislation and publication requirements. The session will also cover strategies to ensure governors are aware of their monitoring and scrutiny role with regard to school complaints.

It  will also allow governors the opportunity to share anonymous experiences, if appropriate, in a confidential environment and build their confidence and skills in dealing with the formal stages of the school complaints process.

The session will cover the complete complaints procedure in terms of:

• Timeliness

• Stages

• Recording complaints

• Governing Board review

The briefing will also cover complaints ‘not in scope’ of the school’s complaints procedure and discuss strategies of how to deal with ‘serial and persistent’ complainants.

This training will be delivered by Angela Langford - Head of Governor Support, Achieving for Children (AfC), covering schools across the London Borough's of Richmond and Kingston.

 
Training objectives

By the end of the session governors will be able to:

• Demonstrate an understanding of the legal requirements for schools to have in place a distinct policy to deal with all complaints.

• Confidently work with the school leadership team to review, update and monitor the schools complaints policy to ensure it is easily accessible and published on the schools website, is simple to understand and use, is impartial, is non-adversarial; enables a full and fair investigation and respects confidentiality.

• Describe the importance of timeliness of considering and resolving complaints as quickly and efficiently as possible.

• Identify stages of the complaints procedure and relevant personnel responsible at each stage.

• Explain the Governing board review stage and the expected protocol.

This session is applicable to all governors but especially chairs, vice chairs, headteachers and also senior leaders. DfE guidance is currently published for maintained schools and academies, both of which will be covered in this session to ensure the principles and best practice examples can be applied to any school setting.

 
Target Group suitable for all governors 
Key stages
EYFS image KS1 image KS2 image KS3 image KS4 image Post 16 image 
Subject areas Governor training
Target audience Governors: All
OFSTED areas Leadership and management
Professional Standards
Venue Microsoft Teams (Online), ., . map
Admin contact Mohid Hasham (eec@ealing.gov.uk)
Event Commissioner Tina Birch (tbirch@ealing.gov.uk)
Tutor(s)/Facilitator(s)
- SEE EVENT DESCRIPTION
Course Costs
Standard cost£97.00
SLAs
CPD/Training SLA£0.00
*Ealing Learning Partnership pay as you go£90.00
Start date Thursday 10 February 2022
Times 18:00 - 20:00
Number of sessions 1