The TES last week reported on the increase in complaints received by schools since the pandemic. As schools work so closely with their community, complaints are somewhat inevitable. Most can be managed through dialogue, or apology if needed. However, some can become protracted and extremely difficult to resolve. Social media has amplified a tendency for vexatious complaining, and provided a public platform for unsolicited filming, half truths or misrepresentations.Such complaints can be extremely time consuming and stressful for school leaders to manage, particularly when maintaining the balance of ensuring that affected pupils remain motivated and positive about their own learning. The trust that exists between a school and parent is important, particularly in building a good relationship, but it can sometimes be fragile. Personal memories of institutions are very much weighted by the perceived imbalance of power and can leave a long-lasting shadow over future interactions. It is remarkable how long old grievances can be kept alive. It is right that schools invest time in building trusting partnerships with parents and having a visible and open approach pays real dividends, but when conflict arises school leaders undergo much self-questioning and suffer the fear of situations running out of control.
A good complaints policy acts as a safety net and it worth investing time in. The DfE sets out model policies, including one for directly addressing vexatious complaints. There is some reassurance for both parties in the knowledge that there is a process that needs to be followed. Also, that there is a defined end point, at which even if agreement has not been found, the process ends. How school governors approach complaints, particularly in ensuring that policy is followed, is critical here. Regardless of how good a policy is, resolving complaints with parents can be very difficult and can take nerve to hold ground or protect principles. This can take its toll. It can be easy for Headteachers to forget to look after their own mental health and allow the time and space to put things in perspective and recognise a public versus personal role. It is so important that you have someone to talk complaints through with, whether it is your Chair of Governors, a trusted colleague, your CPP or through our complaints service. Although at times school leadership can feel isolated, never forget there are others you can turn to for support.
Many updates below, I hope useful. Please note in particular our NPQ offer for the coming year as there have been some changes. Enjoy the long weekend!
Stephen Hall
Chief Executive Officer, Camden Learning
