Please give us your feedback

The SEND Team continuously review the quality of the service we provides for children and young people with special educational needs or disability (SEND) and their parents/carers so that we can assess our performance and identify areas where improvement may be made. Your views are very important to us because they will help us to understand what we are doing well and the areas in which we need to do better.  We are committed to improving our service so we invite you to complete our short surveys and provide any additional comments that you think will be useful for us to know.

SEND TEAM Bitesize Feedback

This feedback form is intended to capture bitesize feedback from families and professionals who we work and interact with on a daily basis. We may ask you for feedback after meetings or communications we have had with you but you are welcome to give us feedback at any time. All feedback is received anonymously so Achieving for Children are unable to identify you from your feedback.

SEND TEAM Bitesize Feedback (opens a new web site)

Education, Health and Care Plan (EHCP) Survey

This survey focuses on the EHCP process. Again all feedback is received anonymously so Achieving for Children are unable to identify you from your feedback.

Education, Health and Care Plan Survey (opens a new web site)

When you contact us we will:

  • liaise with you in a polite, professional and courteous manner.
  • inform you about what will happen next, by when and by whom.
  • respond as soon as possible in a clear manner to all enquiries.
  • provide clear, helpful and up to date information about our service through accessible channels.
  • use plain language and not use jargon
  • encourage feedback and take account of comments made in order to improve service delivery.
  • treat all customers fairly and appropriately, ensuring that we take into account any specific needs arising from a person’s race, gender, age, religion, sexual orientation or disability and ensure services are accessible through preferred options e.g. website, telephone and face to face.
  • ask for permission to collect and share your information within the service, and keep information about you as accurate and up to date as possible - with your help.

When you telephone us we will:

  • aim to answer most calls within 5 rings (80% within 20 seconds).
  • greet you politely and clearly, tell you who you are speaking to and the name of the service or place you are calling
  • attempt to resolve the majority of enquires at the first point of contact. If we cannot answer your enquiry or transfer you to the right person straight away, we will take your details and ask someone to contact you within two working days (where possible)
  • take a message or give you the correct number to phone if we cannot transfer your call
  • pass your enquiry on to another department if necessary, and aim to pass on your details and the nature of your query so that you do not have to repeat it to another person.

When you write to /email us we will aim to:

  • acknowledge your correspondence within 2 working days and respond to your letter/email within 7 working days. If we need longer to give you a full reply, we will send you an acknowledgement and let you know why and how much time we expect to take.
  • write to you in a way which is accessible for all and easy to understand. As part of this we will provide information in other formats, where requested, in order to meet a specific need, for example, in Braille, large print and audio.
  • arrange for an interpreter to explain information to you, in order to meet a specific need, in a language other than English or BSL.

When you visit us we will:

  • aim to attend to you within 10 minutes of your arrival, but if we don’t, we will let you know when you can be seen and explain the reason for the delay. If you prefer not to wait, we will offer you an appointment at a time to suit you (where possible).
  • aim to see you at the appointed time if you have an appointment with us we. If we are delayed, we will explain why, tell you how long you may have to wait and give you the option of making an appointment for another day and time.
  • provide a private area for confidential enquiries should you wish.
  • provide loop hearing systems, and access to lip speakers and signers on request.
  • provide interpreters, on request, in order to meet specific language needs (either through face to face interpreters or through use of a telephone interpreting service).

When you make an online enquiry, we will:

  • have an accessible and useable website and make it easy for you to find what you want
  • ensure that you can comment or complain about a service online
  • ensure that online information and web pages will be regularly checked and updated.

When we make a home visit, we will:

  • provide a clear explanation of the nature of a visit made without a prior appointment
  • inform you when we are running late for an appointment or if an appointment has to be cancelled.
  • ensure that our identification passes are visible at all times
  • advise of the actions resulting from the visit and timescales.

To help us achieve the best service possible and use the resources at our disposal to greatest effect we want to work with customers to solve queries. To do that we need co-operation from people accessing services, therefore:

  • We ask you to consider if a query can be resolved online before phoning or visiting us
  • Please keep appointments, or let us know, with as much notice as possible, if you are unable to attend. If an appointment is not kept without notification of cancellation we will assume the issue is resolved.
  • We have a zero tolerance against aggressive or intimidating behaviour - we will ask for modified behaviour but if it continues we may terminate the call, digital exchange, or meeting with the customer and ask them to leave the premises.
  • We will not tolerate threatening behaviour (in person, on the phone, or electronically) in any circumstances and action will be taken.
  • We are committed to treating everyone with respect and ask that you treat our staff with courtesy and respect at all times.
  • If someone is deemed to be vexatious they will be given clear information about how they should contact the council in the future.

Managing and responding to unacceptable or aggressive behaviour towards members of the SEND Team (opens a pdf)

Occasionally, a service may not be able to meet the targets set out above, for example when there is a seasonal peak of requests for information. We will let you know if this is the case.