Complaints
The Academy's complaints policy can be found here.
If you have any concerns about the Academy, then please do not hesitate to get in touch by telephone or email, and we will try to resolve your issues as soon as we can.
Telephone: 01484 222230 Email: office@edu.moorend.org
|
Number of Complaints Registered |
|||
|
2018/19 |
2019/20 |
2020-21 |
2021-22 |
|
11 |
5 | 14 | 20 |
2021-22 Complaints Report
The academy continues to investigate all concerns and complaints raised in accordance with our “Procedures for Handling Complaints”, see link above.
The majority of concerns are dealt with and closed at the early stages of the procedure at Stage 1, “Informal Concern heard by staff member.” These are dealt with at Vice Principal level and reported back to the Principal who decides whether to close or go to Stage 2.
| Stage 1 | Stage 2 | Stage 3 | Stage 4 | Total | |
|
|
Informal Concern heard by a member of staff |
Formal Complaint reviewed by the Principal |
Complaint heard by Local Academy Board |
Appeal complaint reviewed by CEO |
|
|
Autumn 21/22 |
7 |
0 |
0 |
0 |
7 |
|
Spring 21/22 |
7 |
1 |
0 |
0 |
8 |
|
Summer 21/22 |
3 |
2 |
0 |
0 |
5 |
|
Total for 21/22 |
17 |
3 |
0 |
0 |
20 |
|
Total for 20/21 |
14 |
0 |
0 |
0 |
14 |
|
Total for 19/20 |
5 |
0 |
0 |
0 |
14 |
|
Total for 18/19 |
11 |
0 |
0 |
0 |
11 |
In the 2021/22 academic year, we have had 17 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 17 that were dealt with at stage 1 were managed by a senior member of staff but did not require the complaint to progress to stage 2. We have had 3 concerns that have progressed to and have been dealt with at stage 2 with 1 of these still open.
When all complaints are investigated, the academy is reflective and aims to improve practice going forward. This can be through advice and guidance to staff, changes to policies and procedures. Feedback will then be provided to the person who has lodged the complaint/ concern in line with policy.
We note that there has been an increase in the number of concerns raised in the last academic year. However, it needs to be noted that the lower numbers in the recent years may have been linked to school closures and we now have more students on roll.
During the 2019/20 year, we have had 5 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 5 that were dealt with at Stage 1 were managed by a senior member of staff but did not require the complaint to progress to Stage 2.
When all complaints are investigated, the academy is reflective and aims to improve practice going forward. This can be through advice and guidance to staff, changes to policies and procedures. Feedback will then be provided to the person who has lodged the complaint/ concern in line with policy.
In the 2020/21 academic year, we have had 14 concerns heard by a staff member, none of which have gone beyond stage 1 to stage 2 and a formal complaint. The 14 that were dealt with at stage 1 were managed by a senior member of staff but did not require the complaint to progress to stage 2.
When all complaints are investigated, the academy is reflective and aims to improve practice going forward. This can be through advice and guidance to staff, changes to policies and procedures. Feedback will then be provided to the person who has lodged the complaint/ concern in line with policy.
We note that this has been an unusual year with students out of school for considerable periods in the autumn term due to COVID-19 isolations or during the spring term whilst schools were closed to most students. We believe this may have had an impact with most concerns raised and resolved at stage 1 around concerns linked to related issues which were fairly straightforward to resolve.