Source · Select Committees · Education Committee
Recommendation 32
32
Deferred
Ofsted's complaints process is ineffective and lacks sufficient independent oversight.
Conclusion
We have received substantial evidence suggesting that Ofsted’s complaints process is not seen to be working and amounts to Ofsted “marking their own homework”. The changes announced in Ofsted’s consultation on the process are welcome, and we particularly welcome the introduction of a telephone number which schools can call to raise concerns during an inspection, but these do not go far enough to address these concerns. In particular, there is tangible frustration that the role of the Independent Complaints Adjudication Service for Ofsted (ICASO) is limited to looking at how Ofsted has handled the complaint, rather than managing the complaint itself, which has not been addressed in the consultation. (Paragraph 108) Ofsted’s work with schools 53
Government Response Summary
The government highlights existing changes to the complaints process and states that the majority of related recommendations, including addressing concerns about the complaints process, will be explored through the 'Big Listen' consultation, with action to follow its conclusion.
Government Response
Deferred
HM Government
Deferred
We have introduced a revised, more responsive complaints process, which includes better communication between schools and senior Ofsted staff during inspection, if needed (in line with Recommendation 20). ... We are also ... continuing to seek feedback on our complaints process as part of the Big Listen (in line with Recommendation 20 and as we committed to in our response to the coroner). ... The majority of recommendations will be explored through our ‘Big Listen’ (Recommendations 1, 3, 5 to 8, 10, 13, 20 to 22 and 24 to 25). We look forward to hearing the sector’s, and the public’s, views on these important matters, and will take action immediately after the Big Listen concludes.