A new five-point plan has been published by the Department for Education to improve relationships between parents and schools.
The guidance, issued jointly with the charity, Parentkind and Ofsted, outlines the steps to consider when making a complaint, and warns against the use of artificial intelligence (AI) and social media to resolve conflicts.
The guidance follows a survey by Parentkind of 2,000 parents, in which a quarter of respondents complained of a breakdown of trust between the school and parents.
Tensions over SEND provision are one of the biggest sources of conflict between schools and families because of perceived levels of support, and long waits for assessments.
The latest guidance urges parents to consider what kind of complaint it is and what response they expect from the school, and who to speak to in order to get a resolution.
It also advises on what processes to follow when making a complaint, when parents or carers can expect to get a response, and how – and to whom – to escalate if they are not satisfied.
Strong partnerships between families and schools help make sure children want to go to school and help them get better results
A separate document from Parentkind, aimed at schools, suggests being open, transparent, personal and accessible when dealing with worried parents.
It states: “Parents are people too. Most struggle with conflict resolution and can feel high anxiety when it comes to issues involving their child. As schools, we have to meet them where they are to help power partnership.”
It adds: “Even if the issue sounds incorrect or absurd, it is real to them, and your response should acknowledge their perspective rather than force your own,” the guidance states.
Schools are also encouraged to “under-promise and overdeliver” when trying to resolve complaints.
Strong partnerships
Bridget Phillipson, the education secretary, said the guidance “will give families the confidence to raise concerns, encouraging schools and parents to work together to address their worries in a positive and respectful way”.
“Strong partnerships between families and schools help make sure children want to go to school and help them get better results,” Phillipson said.
Martyn Oliver, the head of Ofsted, said: “It is always better for all involved when complaints can be resolved directly between a parent and their child’s school, without things spiralling onto social media or relationships becoming unnecessarily heated.
“And in the vast majority of cases, issues can be fixed quickly and civilly without any need for escalation to Ofsted.”
Paul Whiteman, general secretary of the National Association of Head Teachers (NAHT), said “We welcome the focus of this guidance on solving problems in a positive manner, and particularly welcome the advice to parents to keep complaints away from social media, and to not to use AI to draft complaints,” Whiteman said.
The guidance has the backing of several education organisations, including the National Education Union, Association for School and College Leaders and the Local Government Association.
