The purpose of this report is to provide complaints handling information and data for the financial year 2024-25. This report is an essential part of our commitment to transparency and continuous improvement in our service delivery. It will provide valuable insights into how we manage complaints and ensure that we address them effectively and efficiently.

Background

The EA welcomes complaints and we take complaints about our services very seriously. We do not want people keeping their concerns to themselves or complaining to other people about our services. We need to know.

Our aim is to provide a quick, simple and streamlined complaints service which leads to early resolution as close to the point of first contact as possible. If this is not possible, we will conduct thorough, impartial and fair investigations so customers can be confident that we will make evidence-based decisions on the facts of each individual case.

The EA’s Complaints Handling Policy and Procedure (CHPP) details the arrangements for dealing with verbal and written complaints, enquires, and comments received from members of the public about EA’s action or lack of action, or about the standard of service provided by or on behalf of EA.

Our complaints procedure has two stages. We expect the majority of complaints will be handled at Stage 1, a frontline response. Our aim is to respond quickly (within five working days) to straightforward complaints that require little or no investigation. If the customer is dissatisfied after a Stage 1 frontline response, they can request that we look at it again, at Stage 2. If the complaint is of a complex nature and requires an investigation, we will put the complaint into Stage 2 straight away and skip Stage 1. A Stage 2 complaint investigation aims to explore the complaint in more depth and establish all the relevant facts. The aim is to resolve the complaint where possible, or to give the customer a full, objective and proportionate response that represents our final position. At Stage 2 of the EA’s CHPP a full response should be provided to the complaint within 25 working days. Once the Stage 2 complaint investigation has been completed, the customer has the right to approach the Northern Ireland Public Services Ombudsman (NIPSO) if they remain dissatisfied. NIPSO is the final stage for complaints about public services in NI.

The main areas which receive complaints in the EA are our public facing services within the Operations and Estates (O&E) and Children and Young Peoples Services (CYPS) Directorates. There are two designated Complaints Officer Leads within the Corporate Complaints Service (CCS) who support these Directorates regarding complaints management.

The EA have an Unacceptable Actions Policy which sets out the EA’s approach to the relatively few customers whose actions or behaviour we consider unacceptable.

We have systems and processes in place to capture and record positive comments/feedback from our customers including parents, children and young people and other key stakeholders regarding the range of EA services they receive. Internal staff feedback is also captured.

EA Values of Openness, Responsibility, Equality, Respect, Reflection and Excellence are at the centre of EA’s complaints management. Our focus must always be on the children and young people on whose lives we impact every day. We are accountable to them as well as their parents or guardians, schools and the wider community. Our goal is to provide excellent education support services to all.

Key Headlines

• During 2024-25 we received fewer Stage 1 complaints, 301 compared to 452 during 2023-24 which is a 33.40% decrease.
• We received fewer Stage 2 complaints, 115 compared to 136 during 2023-24 which is a 15.44% decrease.
• There has been a 31.97% increase in the number of complaints/queries handled outside of the EA’s Complaints Handling Policy and Procedure and a 7.58% increase in the number of complaints/queries referred to other bodies during 2024-25 compared to during 2023-24.
• Communication with NIPSO has doubled with 43 complaints received in 2024-25 compared to 21 complaints in 2023-24.
• Out of 1622 complaints received1 during 2024-25 none of these complaints progressed to Further Investigation stage with NIPSO.
• There has been improved performance in relation to complaints handling response times. There was a 10.39 percentage point increase in responding to all complaints (Stage 1 and 2) on time and a 26.21 percentage point increase in Stage 2 complaints being responded to on time during 2024-25 compared to during 2023-24.
• There has been a 30.85% reduction in the number of upheld complaints during 2024-25 compared to 2023-24.
• There has been a 42.34% reduction in the number of resolved complaints during 2024-25 compared to 2023-24.
• We implemented processes and systems to capture and share positive feedback within the EA.
• We developed and introduced Directorate dashboards to enable regular reporting of complaints data to EA management.

Analysis of Complaints

Complaints Received

During 2024-25, the EA received 416 complaints, being a decrease in 29.25% from the previous year. The breakdown in stages is as follows:

• EA received 301 Stage 1 complaints. These are dealt with and resolved by frontline staff within a five working day deadline. (A maximum extension of 5 working days can be granted).
• EA received 115 Stage 2 complaints. These are investigated by senior staff and the responses are approved and issued by the relevant Director within 25 working days. (Not all investigations will be able to meet this deadline and in line with the EA’s CHPP extensions to the timeframes can be granted).

There has been a 29.25% decrease in the number of complaints received, processed and responded to in line with the EA’s CHPP during 2024-25 compared to 2023-24.

Complaint Response Times

The table shows the percentage of complaints responded to on time in line with the EA’s CHPP during 2024- 25 compared to the previous year, 2023-24.

During 2024-25 there has been improved performance in relation to complaints handling response times. There was a 10.39 percentage point increase in responding to all complaints (Stage 1 and 2) on time and a 26.21 percentage point increase in Stage 2 complaints being responded to on time during 2024-25 compared to during 2023-24.

The CCS work closely with each Directorate (mainly O&E and CYPS) to support our Investigating Officers throughout the investigation process. Senior officers have been provided with training and resource materials to ensure they are well-equipped to handle complaints efficiently. Additionally, the CCS continues to quality assure and offer advice and guidance on complaint responses before they are issued.

The CCS reports complaints data and performance statistics monthly to senior EA Officers via Directorate Dashboards and quarterly via the Corporate Performance Report. This regular reporting and analysis of complaint information to EA management ensures that our complaints handling information is effectively monitored and reviewed. It also plays a crucial role in identifying and introducing service improvements.

Complaint Outcomes

• With regards to complaint outcomes2, as demonstrated in Chart 3, at Stage 1, 74 (24.58%) were Upheld (includes Partially Upheld), 137 (45.51%) were Resolved and 90 (29.90%) Not Upheld. At Stage 2, 57
• (49.56%) were Upheld (this includes Partially Upheld), 25 (21.73%) were Resolved and 33 (28.69%) Not Upheld.

• There was a significant increase in complaints with issues relating to Communication and Service Failure during Q2 2024-25. Communication, followed by Policy and Procedural issues were the main causes for complaints during 2024-25.
• The CCS is currently in the process of enhancing our Complaints Management System. Our goal is to capture more detailed information regarding the root causes of complaints. This improvement will significantly enhance our reporting capabilities, providing EA services with a clearer understanding of any maladministration identified. Consequently, we will be better equipped to take targeted actions to address and mitigate the recurring causes of complaints.

Breakdown of Complaints

A high number of complaints are received by the O&E and CYPS Directorates. The O&E Directorate receives complaints relating to issues associated with Transport, Maintenance and facilities, Catering and Pupil Admissions and Financial Support. Whilst the CYPS Directorate receives complaints relating to Youth Services, SEND Support Services, the Statutory Assessment and Review Service and Pupil Well-Being and Protection concerns. This reflects the customer-facing nature of the services provided within these Directorates.

The highest complaint area by volume within the CYPS Directorate was regarding the Statutory Assessment and Review Service (96 Stage 1 complaints and 46 Stage 2 complaints). Within the O&E Directorate the highest complaint area by volume was within Transport Operations Service (75 Stage 1 complaints and 14 Stage 2 complaints).

The EA welcomes these complaints and the learning they provide, it is however helpful to provide further context to these figures:

There were 142 complaints (includes Stage 1 and Stage 2 complaints) regarding the EA’s Statutory Assessment and Review Service. This Service considers requests for statutory assessment of children and young people’s educational needs and prepares/maintains statements of special educational needs when appropriate. In this regard, it is important to note that there are approximately 30,000 pupils with

Statements of Special Educational Needs within Northern Ireland and the EA continues to work to enhance SEN capacity across all schools.

There were 107 complaints (includes Stage 1 and Stage 2 complaints) within the EA’s Transport Division (including Transport Operations Service and Transport Business and Performance Service). However, it is important to note that the EA is responsible for the transport of over 92,000 pupils daily endeavouring to provide all eligible pupils with a safe and suitable transport service.

In addition to the complaints handled in line with the EA’s CHPP at Stages 1 and 2, the EA CCS also received and processed the above queries and feedback. Further information regarding a description of these queries is detailed in the table below.

During 2024-25 there was a 33.40% decrease in the number of Stage 1 complaints processed compared to during 2023-24 and a 15.44% decrease in the number of Stage 2 complaints processed during 2024-25 compared to 2023-24. There has been a 31.97% increase in the number of complaints/queries handled outside of the CHPP (HOCPs) and a 7.58% increase in the number of complaints/queries referred to other bodies (RTABs) during 24/25 compared to 23/24.

Some complaints received may relate to services that are not provided by EA or on EA’s behalf. In cases like these, the customer is assisted by referring them to the body responsible for the service. The breakdown of RTAB complaints that were referred to another body is shown below. Please note the complaint may have related to more than one body and so the customer may have been referred to more than one body to help resolve their issue, other EA Services may also be passed copies of the complaint.

Positive Feedback

In July 2024 systems and processes were developed and implemented to capture and record positive comments/feedback from our customers including parents, children and young people and other key stakeholders regarding the range of EA services they receive. Internal staff feedback is also captured. Examples of positive feedback received is detailed below:

“When I phoned the helpline the operator for school meals was very understanding and patient, and helped me to make my application, took me through the right steps. Much appreciated. Thank you to all operator staff.”

“The EAOne Helpdesk responded quickly with a friendly, helpful e-mail fully explaining everything I needed to do and provided a guidance document as well. Such a helpful response and very welcome.”

“Thank you for the work you have done with our daughter, you have given us hope that she has a chance of a future and faith back in the education system.”

“I want to express my gratitude to my Education Welfare Officer for being a great support and enabling me to help my child at a very difficult point in their life.

She was very warm and understanding throughout all our communication. She offered support, advising me on what options were available to my child and what actionable steps I could take. This advice enabled me to get the best help for my child and I’m so thankful for how much she has helped us in the space of just a few calls.”

“On behalf of our son, we wish to extend our deepest gratitude for all the support given to us. You and your colleagues have gone above and beyond in supporting him with his fundamental rights in education. We will never forget what you have done for us and the mountains you moved. Inclusion.”

“ I have used the new Ask HR Help Desk on a number of occasions and have found it working very well, with staff being very helpful and knowledgeable and putting me through to the relevant HR people swiftly meaning my queries were dealt with efficiently.”

Communication with NIPSO

During 2024-25 NIPSO contacted us regarding a total of 43 complaints they had received from complainants about the EA. Out of these, there were 24 Enquiries, 18 Initial Investigations, and 1 Third Party Request for information. It is worth noting that none of these cases progressed to Further Investigation.

Communication with NIPSO has doubled with 43 complaints received in 2024-25 compared to 21 complaints in 2023-24.

The outcome of NIPSO’s Initial investigations is broken down as follows:

• Settlement reached- 3 cases
• NIPSO confirmed not progressing complaint to Further Investigation Stage – 9 cases
• No response received from NIPSO regarding any intended further action – 6 cases

During one Initial Investigation, whilst NIPSO did not accept the complaint for Further Investigation, they did identify prima facie evidence of maladministration. However, NIPSO decided that the public interest would be better served by way of an Observation Letter3.

Three Settlements were achieved with NIPSO at the Initial Investigation stage of their complaints process. The EA acknowledged and remedied their mistakes and there was no requirement for NIPSO to progress the complaints to Further Investigation stage.

Some of the actions in our 2024-25 settlements included:

1. The EA agreed to:
   1. Issue an apology to the parent along with an explanation for the delay experienced and
   2. Make both telephone and written contact with the parent to discuss the statutory timeframes for amending statements.
2. The EA agreed that if a request from the school was received to increase one-to-one supervision for a child, then the EA would duly consider the request.

Since the year 2020-21, NIPSO has not accepted any EA complaints from the Initial Investigation stage to the Further Investigation stage.

NIPSO Training

NIPSO recently released training resources which will significantly aid EA Officers in handling complaints more effectively. These resources not only highlight the importance of good complaints handling but also provide practical guidance for those involved in investigating complaints. They are now being shared by the CCS with EA Officers in public-facing services during the complaints process. This additional support aims to enhance the way we respond to and investigate complaints.

These new resources will complement the existing EA training programs, which include Level 1 (Frontline Officer Training), Level 2 (Specialist Officer and Assistant Specialist Officer Training), and Level 3 (Senior Officer Training). Complaints Handling Training is mandatory for all relevant EA Officers and must be renewed every two years to ensure that we are always up to date with complaints handling processes and procedures, along with NIPSO best practice.

Complaints Standards

NIPSO is currently working with local sectors in Northern Ireland to create a common set of complaints handling standards for all public bodies. These improved standards are set out in NIPSO’s Model Complaints Handling Procedures (MCHP). The EA welcome the opportunity to engage with NIPSO on the implementation of MCHP for our organisation which aims to ensure that our complaints handling processes are robust, efficient, and consistent with best practices.

Part 3 of the Public Services Ombudsman Act (Northern Ireland) 2016 provides the legislative basis for these procedures, reinforcing the importance and necessity of aligning with these standards.

The EA look forward to working closely with NIPSO to ensure a smooth and effective implementation of the MCHP, ultimately enhancing our service delivery and customer satisfaction.