Services for children and young people in Northamptonshire (aged 0-25) with special educational needs and disabilities.

Feedback and complaints

Information on this page shows some of the feedback we have received and what we have done about it, and some of the ways that you can send us your comments.

We also provide information about the different ways to make a complaint about services from education, health and care.

​We welcome any feedback, good or bad, about the Local Offer and other services found on the Local Offer.

We will listen to your suggestions to change the Local Offer to meet local needs and to influence the future development of the Local Offer and SEND services in Northamptonshire.

Contact the Local Offer team

During the 20:20 Vision events, we asked people who use the Local Offer to complete a survey about how they use it and what they are looking for.

The survey was shared on social media, was live on the Local Offer for March 2017 and was shared via Informer and Schools emails.

  • 62 responses from a variety of parents and professionals were received. One young person completed the survey
  • 88% knew of the Local Offer website and service

They had found out about the Local Offer through a variety of media including being told by professionals who had worked with them, the SNIX magazine, social media and the NCC website. Users had found out about the Local Offer through schools and parent groups in about 20% of cases.

Users reported that they had looked for community and support services (social care) education, and social and leisure activities.

  • 93% found the information useful or fairly useful

Most contact had been made with the Local Offer team by email.

Suggestions were made to improve awareness of the Local Offer.

It is important to us to know that the Local Offer in Northamptonshire provides you with the information that you are looking for. If you can't find something, please let us know. We are always happy to help.

This is an opportunity for young people and children to comment on the Local Offer and tell us what they think of the website.

Once you have completed a survey you can choose an online game to play.

Thank you for your feedback.

Viewpoint for young people

Support with resolving problems

Cerebra have put together a 'Problem Solving Toolkit' for disabled people, their parents and carers who are facing difficulties with the statutory agencies in relation to the provision of health and education or social care supporting services. The aim of the toolkit is to develop effective strategies for resolving problems.

Complain about a local authority service or department including Social Care

Formal complaints about council services must be made within 12 months of the incident. Complaints will be acknowledged within three working days and investigated in accordance with the county council’s policy. 

Complain about an education setting (schools, colleges, nurseries, early years providers)

If you wish to make a complaint about a school or any other education setting you must follow their complaints policy. Policies may be found via the links on the  Local Offer website  or directly from the education setting.

Complain about a health service

NHS England is responsible for purchasing primary care services such as GPs, dentists, pharmacists, optical services and some specialised services, and should be contacted to make a formal official complaint:

For secondary care including hospital treatments, emergency care and some community services, like district nursing, contact your local Clinical Commissioning Group: 

Complain about an external, independent agency or provider (group, club, charity or other) that you have found on the Local Offer 

Complaints will need to be made to the agency or service directly (for example a charity running a group). They should have a complaints policy.

If you have already made a complaint and feel dissatisfied with the result, please give us feedback using our online form and we will register your complaint and, if appropriate, will take action accordingly which may include the following:

  • The Local Offer manager will contact the provider and ask for information about the complaint which will be discussed with the Assistant Director for Vulnerable Learners.
  • The Assistant Director for Vulnerable Learners will review the complaint and advise further action.
  • Action could be: monitor the provision with visits by 'secret shoppers', refer the provision to relative services such as Fire, Trading Standards, QCS.
  • If the complaint is found to be fair: and the service is not fit for purpose, then the provision may be removed from the Local Offer.
Date​You said​We did
​Sept 2018​How disappointed you were in the XXXX Open Day, that your children weren't supported adequately and that there was no empathy for invisible disabilities or understanding. ​We contacted the providers and told them your concerns. They have set-up a disability awareness course that will be delivered in November as an update and as an introduction for new volunteers. They have new content within the XXX course and all the disability awareness instructors at Northampton will be updated shortly.
June 2018​​Can anyone signpost me to a website regarding starting the echp pathway please and showing the best way to complete forms? Posted on social media​We provided the link to the EHC pages, with advice to look at the Local Offer webpages and to call IASS for specific advice.
​May 2018​Why don't you tell GPs about the Local Offer? They would be interested ​Kathy spoke to nearly 150 Northampton GPs at one of their information afternoons about the Local Offer website.
​April 2018​I’m looking for ideas about social activities that our 13 year old can participate in. Youth clubs, discos, sorts etc We’re in Rothwell near Kettering but happy to travel​We sent over a list of activities that might interest this young person from the Local Offer information
​March 2018

​Can you please advertise our disco on your social media platforms for us. And then...

"Fantastic turn out to our first Disco, over 100 attended this event."

​We shared an 'Event' on social media in our community. We are so happy that everyone had a good time.  
​February 2018​Could you include some information about Blue Badges in the next SNIX magazine? It would be helpful to tell parents that the LA no longer sends out reminders to renew the badges​We added this suggestion to the content for the next SNIX magazine. Information about the Blue Badge scheme can be found on the Local Offer with a link to the LA website. We didn't know that reminders didn't get sent out either and have updated our description on the Local Offer.
​November 2017​Please publish more information about regular groups as 'events' on social media​We added regular groups as 'Events' on our Facebook page so that you can find them easily.
​October 2017​We had a fantastic time at our summer play schemes. We built good relationships with the parents and young people, and we continue to work with the young leaders 14 to 17 year olds to offer further volunteering opportunities. Thank you for your support in advertising, it was a good response. ​We are very pleased that over 100 young people had fun over the summer, and are always happy to share information for our community.
​October 2017​Does anyone know the email address for school transport? I've got the number but it just keeps ringing out, thanks in advance​We posted the email address on social media - happy to be able to provide local information.
​May 2017We've found a useful document on your website 'Completing the All About Me Section of the EHC Plan: An Easy Read Guide for Parents'. Please can we reference it?​Of course, we're glad you found one of our documents a useful resource.
​May 2017 ​Thank you for sharing our new support group on your social media pages, and adding us to the Local Offer, we've had 4-5 new members in the last few days!​We're really pleased that you've had more interest since our social media posts. Just let us know if you have anything else coming up that you'd like us to put out.
​May 2017 ​I am a local Independent Occupational Therapist working within a number of mainstream and special needs schools in Northamptonshire. How do I register in your directory?​We sent over our register a service online form. Thank you for getting in touch.
​April 2017​I couldn't find a support group for Epilepsy in Northampton, so I set one up myself. How do I get it added to the Local Offer?​We sent out our online registration form. We're really pleased that there is now support in Northampton for families affected by epilepsy.
​January 2017We picked up your 'Specialist Services in Adulthood' leaflet from your stall at a recent event, and we noticed that our telephone number was incorrect. Please could you update it to XXXXX XXXXXX. ​We updated our leaflet. Thank you for providing us with your up-to-date information.
​November 2016

​I remember from one of our Children Centre's meetings that you had done a lovely list of all SEND groups in the areas in the county on one sheet per area. I have directed lots of parents to look for this on the Local Offer but they keep coming back to say they can’t find it. They have searched under SEND, groups Children centre’s, etc. but had no luck

​We sent over the link by email, adding that is found under the information and articles tab and that it can easily be found by searching for 'calendar'.

We are also working to make finding information through the early years filter easier for users.

​September 2016There were lots of families who experienced transport issues this year, what happened? The local authority is aware of a number of issues relating to transport arrangements for the start of this academic year, and wish to apologise if this has impacted on you and your family. The local authority will be reviewing this year’s process with representatives from Information Advice and Support Service and Northamptonshire Parent Forum Group, and will feed back to all parents on the outcome of this meeting via social media.
​August 2016​The (first) disability football that is running at Brackley Town FC was a huge success and is running throughout the summer every Friday​We sent a message to the provider (BTFC football in the community) who were delighted and said that they can accommodate youngsters older than 16 as well as the younger children and they hope to see more at the club.
​May 2016"​We live on the border with Oxfordshire and are often unable to use their services due to funding issues. We are also unable to use Northants services due to distance. Are there any plans to provide dance sessions or similar for children in the Brackley area?"

​There will be a new youth group set up in Brackley, run by Action for Children and commissioned by the local authority, starting soon. 

We will also tell the Commissioners that you are looking for dance sessions or similar.

​May 2016

"​I can't thank you enough. I have contacted *** and they are getting the ball rolling.

"You've been really great, thanks for your prompt reply. I didn't even know about The Local Offer so have no idea what services are available"

​We provided the contact details asked for and provided a link to other services that may be able to help this family.