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Increasing engagement, reducing complaints

Summary (optional)
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Course details:

Date   Time*VenueTrainerTarget Group
- - - - All Governors, Headteachers and Clerks

*The finish times are approximate. Any unsustainable course, due to low numbers, will be cancelled.

Course aims and objectives:


  • To ensure governors understand their role in resolving complaints.

Complaints can be a force for change and school improvement if handled well. They can also strengthen relationships between school and parents, if the latter feels ‘listened to’ and their experience is a positive one. However, we know from case study material that complaints, if handled inappropriately, can be a source of conflict and bad feeling that extends far beyond the complaint ‘resolution’. This can also have a long-lasting negative impact on the school’s (and governors’) reputation.

This workshop explores governors’ roles and responsibilities in ensuring that complaints about the school and the service it delivers, wherever they originate or what they concern, are dealt with efficiently and effectively.

It will consider the legal obligations of governors and the expectations of Local Authorities and Welsh Government to deliver appropriate resolution of complaints in a timely way, meeting regulatory requirements and adhering to national Guidance Documents.

Case studies will be considered and lessons learned.

Key Learning Outcomes:

  • Governors understand their roles and responsibilities for resolving complaints
  • Understand the protocols and the ‘Do’s and Don’ts’ of dealing with complaints
  • To improve the effectiveness of governing bodies
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