DfE issues new complaints guidance aimed at strengthening parent–school relationships
The guidance, published by the Department for Education (DfE) in partnership with Parentkind, Ofsted and 13 education organisations, responds to evidence of increasing numbers of formal complaints and abuse directed at school staff. Polling by the NAHT last year found that more than four in five school leaders had experienced abuse from parents.
Alongside a fivestep complaints process for parents, the guidance for schools stresses the importance of accessibility, emotional intelligence and trust. Schools are encouraged to ensure complaint policies are easy to find and understand, rather than “buried” on websites, and to respond in ways that acknowledge parents’ feelings as well as the facts.
A key message is that “parents are people, too”, often experiencing high anxiety when concerns relate to their child, including those with special educational needs. For SENCOs, the guidance reinforces the value of early, calm dialogue and clear communication to prevent issues escalating to formal complaints or social media.
Schools are advised to be open, personal and transparent, to project positive emotions, and to “under promise and overdeliver” when resolving concerns. The DfE says the guidance aims to reset relationships between parents and schools, creating a calmer, more collaborative environment that ultimately benefits pupils.
For further information please:
The guidance - https://drive.google.com/file/d/10kMQcWh72w2aZbJ_kNzIejDjAXMOFpsR/view
Parentkind - www.parentkind.org.uk/
