Issue - meetings

Report attached.

This report provided information on complaints received during 2015/16. The Committee noted that Maintained Schools and Academies had their own complaints procedures which were dealt with through their Governing Bodies and therefore not included in this report. Additionally Schools admissions and appeals were dealt with through a statutory appeals process and also not included in this report.

Officers advised that the number of Ombudsman enquiries decreased slightly in 2015/16 with two of those being premature/informal enquiries and one where no investigation was warranted. The number of complaints overall had more than doubled with the majority of those resulting from school expansions and the introduction of the new Children & Families Act.

The Committee questioned why the number of compliments had decreased by 58% in 2015/16. Officers advised that last year had been unusual with the Music School attracting many compliments.

The Committee noted the report.

The Sub-Committee will receive the Complaints and Compliments Annual Report which deals specifically with enquiries within the Learning and Achievement Service.

The Sub-Committee received the Learning and Achievement Complaint and Compliments Annual Report.  It was noted that the increase in complaints had doubled, with the majority resulting from school expansions and the new Children and Families Act.

Enquiries, which were complaints about school related matters that were referred to the school/academy or college dropped by 27%.  For enquiries that were referred back to either the school/ academy or college the main reason for complaint was “level of service” relating to bullying and how this had been dealt with.  Some of the complaints were also linked to safeguarding however it was stated that this was perceived risk to either an individual child or children’s safety within the school/ academy or college rather than actual risk.

Response times were still at a high rate within Learning and Achievement with 97% corporate complaints being responded to within timescales.  Responses to Members enquiries was 93% within timescales.

Members commented that the school expansion plans communications had been mismanaged.  Schools were not being fully briefed and therefore once the information was reaching parents it was incorrect.  Officers explained that the Lead Member was keen that communication was extended to local residents too.  Members wished that information about any changes or why the expansions were necessary was also communicated.

The Sub-Committee noted the report.