Feedback and complaints


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

Please complete our feedback form:

We will listen to your suggestions to change the Local Offer to meet local needs and to influence the future direction of the Local Offer.

Please tell us how you heard about the Local Offer


Complain about a local authority service or department including Social Care

Formal complaints about council services must be made within twelve 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 Local Offer or directly from the school.

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 Head of Educational Inclusion and Partnerships
  • The Head of Educational Inclusion and Partnerships 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

SEND Restructure

13 May 2016

The Assistant Director for Education has asked us to share this information about:

  • Autism Outreach Team
  • Early Help for Disabled Children’s team
  • Portage and Early Years SEND team

"Northamptonshire County Council are currently consulting with staff to consider the ways in which these services are internally structured to ensure a high quality service offer to children and young people with Autism and SEND and their families and education providers. The consultation will end in June and it is hoped that a final structure will be available late June/early July.

There is not an intention to reduce the front line support available to children and young people with Autism or SEND and their families and education providers, in fact, we are hopeful that by re-organising the structure of the teams and reducing the numbers of managers, that we will be able to increase the numbers of staff able to offer direct support. it is hoped that as a result of the restructuring, we may be able to expand our offer to children meeting an eligibility criteria but who may not have a diagnosis”

We hope that this information will help to address any concerns that you may have had.

Short breaks for children with Special Education Needs and Disabilities

17 May 2016 

We have just been asked by the commissioner to release this information. Action for Children have been asked to let the Local Offer know details of the groups and as soon as they do, we will publish the details on the Local Offer and update the short breaks statement.

Northamptonshire County Council is pleased to announce that it is in advanced stage of discussions with Action for Children about them providing:

1. A Youth Club in Brackley
2. A Youth Club in Daventry
3. A Short Breaks Service for children and young people in Kettering.
4. A Short Breaks Service for children and young people in Wellingborough.
5. Short breaks for children and young people with Profound and Multiple Learning Difficulties in Daventry
6.  Short breaks for children and young people with Profound and Multiple Learning Difficulties in Northampton

Agreement in principle has been reached and it is hoped that we can move to the signing of contracts in the next few weeks. Meanwhile Action for Children will be contacting previous service users to try to establish a dialogue about the type of services that would most benefit families.

It will obviously take a little time to get to then point of seamless delivery of the new services but both organisations are looking to start some service delivery as soon as possible and ramp up to full service delivery before the end of the academic year.

Statement about Guideposts and Papworth Trust

31 March 2016

Users of the services for children and young people previously provided by Guideposts Trust and still provided by Papworth Trust, will be aware of the threat to the continuation of these services caused by the decisions made by the charities to cease to provide them and the fact that the Council’s efforts to ensure families continue to benefit from this type of Short Break service in the areas losing providers.

Discussions with potential providers continue and significant progress has been made. The main obstacles at this point are the problem of finding a provider capable of and willing to deliver a service to users with profound and multiple learning difficulties and issues around the possible transfer of existing staff to a new provider.

It is now clear that there will be a break in service for the Youth Clubs in Brackley and Daventry and the Holiday and Saturday Clubs in Daventry and Northampton because Guideposts ceased service delivery at the end of March. Papworth have agreed to continue to deliver the Youth Clubs in Kettering and Wellingborough until the end of May whilst discussions about new services continue.

Northamptonshire County Council is still confident that it can replace the services that are being lost in the near future.

07 March 2016

Currently Guideposts Trust holds five contracts to deliver short break services for children with SEND in Northamptonshire. The contracts are for the provision of:

  1. A Youth Club in Brackley
  2. A Youth Club in Daventry
  3. A Youth Club in Northampton
  4. Short breaks for children and young people with Profound and Multiple Learning Difficulties in Daventry
  5. Short breaks for children and young people with Profound and Multiple Learning Difficulties  in Northampton

In February, Guideposts Trust announced that it is withdrawing from service provision in Northamptonshire on 31st March 2016.                

NCC funding continues to be available for all the facilities with the exception of the Youth Club in Northampton and the Authority is doing everything possible to find replacement providers for these services.  Despite the limited notice, negotiations are reasonably well advanced with several organisations who have expressed an interest in stepping into the breach.

Similarly, Papworth Trust has announced that it will cease to deliver two Youth Club services for Children with SEND in Kettering and Wellingborough. Again, NCC funding continues to be available for these clubs and negotiations are well advanced with several organisations who have expressed an interest in taking over the provision of these services. NCC hopes to be able to make more information available to interested parties about all of these services before the end of March.

You said, we did 

​Date​You said​We did
​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
​May 2016"Some of the subsidised Holiday Schemes held at schools are for students attending the school only, this means that there is nothing that my child can attend in Kettering" ​We have sent this comment to the commissioners.
May 2016​​"Some of the links are broken"
​The problem lies with Google Analytics. We have liaised with our web team, and they are working to resolve the problem.
​March 2016"There doesn’t seem to be the option on any pages to make the font larger, change colours or contrast. When a CYP or family has visual impairment the site is pretty inaccessible as, although the big square categories are visible, the default fonts used throughout are too small. How will you improve this?”​
​I am sorry that you didn’t let us know your e-mail address so that we could help you find what you were looking for.
We use Browsealoud for accessibility which can highlight, enlarge and read out loud all the entries on our Local Offer. It appears as soon as you enter our site and there are a few different ways that you can adjust your own settings to make all your internet searches easier to view. Please get in touch again if you need help.
​January 2016"​The update a service form is not useful. I need to add more details and I can't."​We asked the developers to add a free text box and have made the form fields optional not mandatory
​January 2016​"The site is great and really easy to use, I can see the potential for further use"​​We're really pleased that you are finding it useful!
December ​2015​"You need to provide information in the Red Book that Health Visitors give to all new parents about the Local Offer"​​We met with the health staff, and produced an insert for the local Red Books and sent it to the health visitors to use. And future prints will have it included automatically
​November 2015​"The youth club is a unique type of service looking after young people with complex needs in this part of the county. I’m not sure how I’ll manage if the service is stopped or reduced next year"
​We told the commissioners that the club may be closing at the end of the contract and copied your eloquent message to them. We also updated the Local Offer to show the proposed end date.
​November 2015"I keep getting ​a message 'Error: No Results Found' when I try to search on the Local Offer"

​We spoke to the IT department and they suggested to press CTRL + F5 to refresh the page if you get this error. We have since found this to be successful.

​September 2015​"The Viewpoint survey doesn't look like other ones I have used" Shooting Stars member ​​We spoke to the designers, who looked at our link and said we had been given the one for smart phones, and they would send us the proper one to upload. Thank you Shooting Stars.
​September 2015​"How can a parent access the Local Offer without the internet? Can you help?" Local Primary School​We asked for more information about what they were looking for, suggested SNIX, offered to print and send out information to the parent - we've agreed with the school that the parent will use the support available at school or access the internet at the library to see what's available on the Local Offer. When they have a specific idea of what they need they will contact us if they need more support. 
​September 2015​"When contacting you via the customer service centre, it's a complicated process and I didn't know what number to select"​We have added the 'option number' to be selected after our telephone number: 0300 126 1000, option 5.
​September 2015​"Will you advertise our prospective parents open evening?" Wren Spinney Community Special SchoolWe advertised the open evening on our social media accounts and The Local Offer's "What's On Page".​
​August 2015​"It's quite possibly one of the best Local Offer pages we've ever seen, you and your team should give themselves a pat on the back"​We gave ourselves a pat on the back! Thank you very much 
​July 2015“I couldn’t get the sound widget to work on the website”  ​We informed the IT department of the error and asked them to investigate
​July 2015​“A Windows security box kept flashing asking me for a user name and password when I tried to access the website”​​​We informed the IT department of the error and asked them to investigate
​June 2015​"I'd like to help to update services in Corby and to improve searchability of the searcher" We added this person to our Local Offer Workstream​.
June  2015​"Will you come and talk to our parents at parent's evening?"​​We gave a short presentation and brought printed information about the Local Offer and SNIX.
​May 2015​"Links on Twitter from Facebook are annoying and use extra data"​​We have separated Facebook and Twitter posts, so that they are independent.