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 setting complaints process. Ensuring that your complaints policy is up to date, on your setting's website and easy for parents/carers to find. 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?
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 contact the setting (the Headteacher, principal or CEO) to confirm the themes of the complaint. The advisor will write a short report with recommendations that can be shared with you to improve best practice. If you are contacted by an advisor, be assured, they are there to support you with the process.
After you have checked the report the Bristol City Council Director of Education and Skills will forward it to Ofsted.
Complaints do form part of Ofsted’s ‘picture’ of a setting and a high number of complaints that identify shortfalls within a setting could raise a red flag. However, the majority of complaints about settings do not fall within this bracket.
We recognise that leaders are under a great amount of pressure at the moment and an Ofsted complaint can add to your stress levels. All complaints should be dealt with in accordance with your setting’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 setting to resolve the complaint.