Effective from today (5 April), the process allows providers to seek a review of their inspection, including the conduct of inspectors and the judgement reached, by submitting a formal complaint when they receive their draft inspection report.
The aim of the new process is to handle providers’ concerns more ‘fairly, thoroughly and efficiently’, says Ofsted.
The inspectorate will now periodically submit a sample of closed complaints to a panel for review. The panel will include external representatives from the sectors Ofsted inspects, who will provide ‘challenge and transparency’ on how complaints have been handled.
Under the changes, early years settings, schools and colleges can directly escalate complaints to the Independent Complaints Adjudication Service for Ofsted (ICASO) if they are dissatisfied with Ofsted’s formal response. The service is provided by an external organisation which will review Ofsted’s handling of the complaint.
Pausing an inspection
Ofsted has also published more detailed guidance on the process for pausing an inspection in ‘exceptional circumstances’, which will now apply to all childcare, education and social care inspections and regulatory visits.
The changes follow last year’s consultation on proposals to make the complaints process simple and clearer.
The inspectorate introduced a new ‘pausing policy’ in January for state schools, but is now extending it to all schools, early years, social care and further education.
The updated policy sets out the steps inspectors will take when it is necessary to pause activity.
The guidance states that, under 'exceptional circumstances, Ofsted may agree to formally pause an inspection, for example, when leaders require support due to concerns about their well-being, or an incident prevents inspectors from gathering sufficient evidence'.
It also sets out how long an inspection could be paused for, depending on the type of provider.
Ofsted says where an inspection is paused for longer than this period, it will be deemed incomplete and inspectors will return to gather additional evidence at a later date.
The changes are on top of the introduction of ‘enhanced professional dialogue’ to help providers address any issues about an inspection on site and a new helpline where providers can speak to a senior Ofsted inspector if they have concerns about an inspector’s conduct, said the inspectorate.
'I’m determined that we will learn from complaints to improve the way Ofsted works.'
His Majesty’s chief inspector, Sir Martyn Oliver, said, ‘All inspections should be carried out professionally and with courtesy, empathy and respect. But should anyone have concerns, we will always want to resolve them as quickly as possible, which is why we have already introduced a helpline for providers to call during their inspection.
‘Today’s changes offer a further opportunity to resolve complaints, should it be required. I want to assure providers that we will acknowledge any mistakes made and take steps to put them right. I’m determined that we will learn from complaints to improve the way Ofsted works.
- Ofsted's guidance on its updated complaints process is available here
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