No.49: Ofsted complaints
Contents
If an Ofsted complaint has been raised
The first thing is not to panic. Often individuals will reach out to Ofsted when they are unhappy about an aspect of school life. This doesn’t mean that you or your school have done anything wrong and the process can often act as a catalyst for positive change.
Why my school?
It is very easy for an individual to make a complaint against a school to Ofsted and it can be achieved through a short email or telephone conversation. Although Ofsted first try to check that a complaint has been through the school complaints process before getting in touch, this is not always the case. Some individuals find it challenging or daunting approaching school leadership and the anonymity of Ofsted feels like a safer and easier way to make their voice heard. Complainants have the option of contacting Ofsted if they remain dissatisfied at the outcome from the school’s complaints procedure. The process should be viewed as one of a number of fail safe measures in place to ensure schools are achieving positive educational outcomes for all pupils.
How can my school minimise complaints?
We have found through experience that the best way to ensure Ofsted are only contacted as a last resort is to have a clear and well sign-posted school complaints process. Ensuring that your complaints policy is up to date, on the school website and easy for parents/carers to navigate makes a huge difference. Have a look at your complaints process through a parents/carers eyes, is it simple and straightforward or would a parent/carer find contacting Ofsted easier?
DfE and Devon Education Services can provide resources, strategies and training packages about parent engagement to help strengthen relationships and prevent tension in the first place. Visit the CPD and Training page for more information.
What happens when Ofsted receives a complaint?
Ofsted will contact the Local Authority and ask them to look into the situation surrounding the complaint. Our advisors do this on behalf of the Local Authority (this may be the first you have heard about the issue if you have not been contacted by Ofsted independently, they may or may not contact you directly). An advisor will reach out to a school (the Headteacher, principal or CEO) to establish the facts of the complaint and to see if the complaint has been through the school process. They will support the school leadership with resolving the situation and make recommendations (where appropriate) in line with best practice and complaint resolution and prevention. If you are contacted by an advisor, be assured, they are there to gather information and support you with the process.
What is the outcome and will it affect an Ofsted inspection?
The advisor will write a short report with recommendations and key strategies that can be shared with you to improve best practice. The report will be sent back to the Local Authority who will respond to Ofsted usually within the 21 school days deadline.
Complaints do form part of Ofsted’s ‘picture’ of a school and a high number of complaints that identify shortfalls within a school could raise a red flag. However, the majority of complaints schools do not fall within this bracket.
Why are you telling me this?
We recognise that school leaders are under a great amount of pressure moment and an Ofsted complaint can add to your stress levels. All complaints should be dealt with in accordance with your school’s complaints policy and we want to reassure you that just because a complaint has come via Ofsted, it is not a cause for unnecessary alarm. It should be seen as an opportunity to gain more external support for your school to resolve the complaint.
Order of managing a complaint
- Ofsted alerts LA to complaint against school
- Our advisor contacts school on behalf of LA
- Details of case established in partnership with school
- Report produced. Feedback to school and LA
- LA feedback to Ofsted
Common complaint themes include
- Bullying or perceived bullying
- Provision for SEND pupils
- Poor communication or engagement with parents/carers