New guidance for parents: communicating positively and building supportive relationships with schools

The guidance aims to further support parents and power positive relationships with schools, particularly when there is increasing tension during the complaints procedure.
One way it does this, is by spotlighting how the use of social media, AI, targeting staff members, behaving aggressively and being unwilling to cooperate can lead to making matters worse. It is noted that the consequences of bullying and harassing behaviour towards a school and its staff members can lead to the school pausing the complaint, issuing a verbal warning or even banning parents from the school grounds.

5 Step checklist

The guidance also helpfully provides a five-step checklist which encourages parents to resolve concerns through clear and respectful communication and to maintain an amicable relationship by upholding mutual trust and respect.

1. What kind of issue is it?

The first step encourages parents to identify what issue needs to be communicated, whether that is providing feedback, communicating a concern, or raising a complaint. Parents are also encouraged to self-reflect and recognise their needs for the issue, whether they need to be heard, an answer or action from the school.

2. Who in the school do I go to?

The second step signposts parents to the relevant staff member who they should speak with regarding their issue, emphasising the importance of always referring to the school's complaint policy. Parents are encouraged to speak with the child's teacher or form tutor for issues with classroom experience, a middle or senior leader for an issue that spans across more than just one lesson, and to escalate the issue to the headteacher for whole-school issues and serious concerns.

3. How do I raise my complaint?

The third step provides top tips on raising a complaint and encourages parents to 'follow one level at a time', by starting with a query and escalating if only necessary. Other tips include being clear and relevant when communicating concerns, keeping a record of communication when speaking with the school, suggesting a clear outcome for resolution, and staying objective and constructive in communications.

4. When to expect a response?

The fourth step assures parents that they can trust the school to follow their own policy whilst they investigate the parental complaint. Parents are guided to check the school's policy for timescales and to ask for a written acknowledgment. The guidance also highlights that complex complaints may take weeks for the investigation to complete and for a response to be given.

5. Where to escalate the complaint?

The final step signposts parents to which body is best to deal with the escalation of a complaint, highlighting the school's governing body or trustees, the Department of Education and Ofsted. The Guidance urges parents to only escalate a complaint once the school's complaints procedure has been followed in full.

Parentkind guidance for schools

Parentkind have also solely produced a practical guide and checklist for schools. This guide aims to provide helpful steps for schools to resolve issues quickly, easily and positively with parents. However, this guide is not legal advice.

How can we help?

Miriam Carrion Benitez, Partner for the Academies and Maintained schools' sector, and our team of Education lawyers can assist you at any stage of parental feedback, query or complaint. Our team can provide ongoing support and advice if a claim is brought by parents, such as for disability discrimination. We can also deliver bespoke training and support schools by reviewing their suite of complaints policies, as well as offering our own template policies which are available to purchase.