Council receives almost 1,200 SEND complaints

Lancashire County Council is hopeful that a recent overhaul to the service results in improvements

A council received almost 1,200 complaints about its services for children with special educational needs and disabilities (SEND) in a year.

Lancashire County Council received the complaints during the 12 months to July 2024.

The figures came after a helpline set up at the start of September to field calls from families of SEND children was "overwhelmed" within days of launching, a meeting of the county council’s children, families and skills scrutiny committee heard.

Paul Turner, Lancashire County Council’s director of education, culture and skills, told the committee responses to complaints were "taking too long".

The service has been subject to an overhaul, and County Hall is hopeful that improvements should start to be seen in the immediate term.

This includes a "call back" booking system for parents and carers and training to help staff "manage difficult conversations".

The complaints tally includes concerns raised over the issuing of education, health and care plans (EHCPs).

The personalised documents set out the support local authorities must provide to meet the needs of children who require additional help in order to access education.

In common with a nationwide trend, Lancashire has seen the number of EHCPs rocket in recent years.

According to government data, there were 11,258 plans in the county council area as of January this year, compared to 7,287 in January 2020 – a 55% increase.

The scrutiny committee heard the current figure is closer to 12,000.

A report presented to committee members revealed more than 7,000 EHCPs were "overdue" as of March and that it was not possible to "ascertain" the lengthiest wait encountered.

'Change the balance'

Paul Turner, Lancashire County Council’s director of education, culture and skills, told the committee the authority was "still not timely" when it came to issuing EHCPs and that responses to complaints about that and other issues was "taking too long".

Mr Turner said until the council has more educational psychologists, "there will still be delays in issuing and reviewing plans – and we’re very sorry that that is the case".

He explained the demand for assessments remained "extremely high", adding: "The number of very highly qualified people that are able to fulfil these roles is very few. Proportionately, we do need considerably more."

Amongst the new staff recruited into County Hall’s SEND service this year are case work staff, three new SEND senior managers and six tribunal officers whose aim is to provide mediation before challenges to the authority’s processes end up in court.

Two new staff members are focusing exclusively on complaints – around 100 of which were outstanding at the time of the meeting, down from 160 in March.

Committee chair Sue Hind said she felt the actions taken would "change the balance… from dissatisfaction to satisfaction [with the service] in the forthcoming months".