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Eden Academy Trust

Eden Academy Trust is a Multi-Academy Trust consisting of primary schools in Hartlepool, England.

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Compliments, Complaints & Feedback

We are always seeking to improve on the quality of education we provide for children with SEN and are keen to hear from parents about their child’s experience.

We would also like your views about the content of our SEN Information Report. If you would like to comment please complete the online form in the Contact Us section of our website.

Compliments are always greatly received and can be passed on either directly to staff and the SENCO, or formally recorded via our regular questionnaires to parents or in the form of a letter to the Head Teacher.  These positive comments will be published on this area of our school website.

We hope that complaints about our SEND provision will be rare, however, if there should be a concern the process outlined in the school Complaints Policy should be followed. 

Any complaints will be dealt with as quickly and efficiently as possible.

  • In the first instance, parents should speak to the class teacher
  • Make an appointment with the school SENCO/HT
  • If matters are unresolved please seek further advice from SENDIASS . Durham SEND Information Advice and Support Service is a statutory service supporting parents/carers of children with special educational needs and disabilities (SEND) and children and young people with SEND.
  • To make a formal complaint please follow the procedure in the Complaints Policy which can be found in our School Policies section.

These concerns are either sorted out informally, often as a result of discussions, or become formal complaints. The period of consideration will vary with the degree and complexity of the complaint and the urgency with which it needs to be settled.

If your concern is directly related to decisions around an EHC assessment or EHCP this will be managed directly by the Durham Statutory Casework Team.

Further information can be found in the Complaints Policy in the School Policies section of your website or by visiting the Durham County Council Local Offer website.

If you would like to discuss your SEND requirements in detail please contact the school to arrange an appointment.