Managing Complaints
Change Management
Effective management of parental complaints
The second of two half day sessions designed to support Headteachers and senior leaders to manage organisational change confidently, lawfully and constructively, while maintaining positive relationships with staff and recognised trade unions. The session will focus on the practical realities of school ‑ based change, including restructures, workload pressures and evolving legal duties, within the specific Camden context aligning with Camden HR policies, and upcoming legislative changes, including those arising from the Employment Rights Act. Key focus: Develop a clear understanding of statutory duties, consultation requirements and data ‑ sharing boundaries during change processes Explore practical strategies for early engagement, meaningful consultation and proportional use of facility time that reduce the risk of disputes and tribunals Build confidence in establishing professional, productive relationships with school ‑ based representatives and union branch officers Work through realistic case studies based on common Camden school scenarios (e.g. budget ‑ driven restructures, managing challenging representative behaviour, workload concerns), translating policy into day ‑ to ‑ day leadership practice
Description
This CPD session supports school leaders to manage parental complaints effectively in an increasingly challenging context, where concerns are often accompanied by heightened emotion and escalation. The session focuses on establishing clear, consistent processes alongside developing the communication skills needed to manage difficult conversations with confidence. Particular emphasis is placed on the role of emotional intelligence in understanding concerns, building trust and preventing escalation. Participants will explore how to: establish clear stages, timescales and outcomes within complaints procedures manage challenging conversations with confidence and professionalism apply emotional intelligence to de-escalate situations respond to concerns in a way that is fair, consistent and transparent
Who should attend? Senior Leaders, Business Managers, Governors
Details: 5 November 2026 / 2pm - 4pm
Stage 2 Complaints
This CPD session supports governors and leaders to understand their role in Stage 2 complaints, focusing on conducting a clear, fair and proportionate review of Stage 1 decisions. Participants will explore the purpose of Stage 2 as a review process, considering whether the headteacher’s decision was reasonable based on the evidence, rather than re-investigating or correcting earlier actions.
Who should attend?
Senior Leaders, Business Managers, Governors
Participants will: understand the purpose and scope of Stage 2 complaints apply a fair and objective approach to reviewing decisions distinguish between review and re-investigation ensure processes are transparent, consistent and compliant
Details
29 September 2026 / 2pm - 4.30pm
Who should attend? Senior Leaders, Business Managers, Governors
Details: 19 January 2027 / 2pm - 4pm
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