This policy details how School Space approaches concerns and complaints raised by schools and the local community.
School Space aims to actively promote Fundamental British Values of democracy, the rule of law, individual liberty and mutual respect and tolerance of those with different faiths and beliefs in all that we do. These form the basis of our initial responses to concerns and complaint responses.
We are also committed to promoting and positively encouraging free debate and enquiry. This means that, through our bookings, we are open to accommodate a wide range of views, political as well as religious, even when they are unpopular, controversial or provocative.
This does not mean that the right to freedom of expression is unfettered. It is limited, for example, by laws to protect national security and public safety, for the prevention of disorder or crime, for the protection of the reputation or rights of others, and to prevent the disclosure of information received in confidence. A speaker from an organisation banned by law would therefore not be allowed.
Freedom of expression also has to be set in the context of School Space’s values, and the values of a civilised, democratic, inclusive society. We expect our schools, customers, and local communities to respect those values, to be sensitive to the diversity of its inclusive community, and to show respect to all sections of that community. These guidelines include the way in which views are expressed and the form of any protest activities.
Complaints process
It is in everyone’s interest that complaints about School Space, its schools, and its customers are resolved at the earliest possible stage. We do differentiate between a concern and a complaint.
The customer service team will be the first point of contact for all concerns and complaints. If the complaint is not handled to the satisfaction of the person who has raised the issue, then the Company Directors can be contacted. Where these attempts have been unsuccessful in resolving a complaint, the matter will be escalated to the relevant School’s Headteacher or the Event Organiser. We will facilitate a meeting with the School Headteacher or Event Organiser so that they have an opportunity to express their views and the decision from this meeting on the complaint will be final.
At each stage in the procedure, we will want to keep in mind ways in which a complaint can be resolved. It might be sufficient to acknowledge that the complaint is valid in whole or in part. In addition, it may be appropriate to offer one or more of the following:
- an apology
- an explanation
- an admission that the situation could have been handled differently or better
- an assurance that the event complained of will not recur
- an explanation of the steps that have been taken to ensure that it will not happen again
- an undertaking to review School Space policies in light of the complaint.
A complaint may be regarded as unreasonable when the person making the complaint:
- refuses to articulate their complaint or specify the grounds of a complaint or the outcomes sought by raising the complaint, despite offers of assistance;
- refuses to cooperate with the complaints investigation process while still wishing their complaint to be resolved;
- refuses to accept that certain issues are not within the scope of a complaints procedure;
- insists on the complaint being dealt with in ways which are incompatible with the adopted complaints procedure or with good practice;
- introduces trivial or irrelevant information which the complainant expects to be taken into account and commented on, or raises large numbers of detailed but unimportant questions, and insists they are fully answered, often immediately and to their own timescales;
- makes unjustified complaints about staff who are trying to deal with the issues, and seeks to have them replaced; changes the basis of the complaint as the investigation proceeds;
- repeatedly makes the same complaint (despite previous investigations or responses concluding that the complaint is groundless or has been addressed);
- refuses to accept the findings of the investigation into that complaint where the school’s complaint procedure has been fully and properly implemented and completed including referral to the LADO;
- seeks an unrealistic outcome;
- makes excessive demands on school time by frequent, lengthy, complicated and stressful contact with staff regarding the complaint in person, in writing, by email and by telephone while the complaint is being dealt with;
- publishes unacceptable information in a variety of media such as in social media websites and newspapers.
Complainants should limit the numbers of communications with a school while a complaint is being progressed.School Space will review complaints with the school and include them in the process where necessary. It is not helpful if repeated correspondence is sent (either by letter, phone, email or text) as it could delay the outcome being reached. Whenever possible, the Headteacher or Chair of Governors will discuss any concerns with the complainant informally before applying an ‘unreasonable’ marking. If the behaviour continues the Headteacher will write to the complainant explaining that their behaviour is unreasonable and asking them to change it.
For complainants who excessively contact the School causing a significant level of disruption, we may specify methods of communication and limit the number of contacts in a communication plan. This will usually be reviewed after 6 months.
In response to any serious incident of aggression or violence, the concerns and actions taken will be put in writing immediately and the police informed. This may include banning an individual from the school site.
We adopt a zero tolerance approach to abusive, aggressive or violent behaviour (either in person or over the telephone) towards our staff. This includes, but is not limited to:
- Using language or behaviour that would cause staff to feel afraid, upset or abused
- Using remarks of a racial or discriminatory nature
- Using threatening behaviour
- Using violence
Customers deemed as being abusive, aggressive or violent will be sent correspondence advising that this behaviour will not be tolerated. Any future violation of this policy will result in School Space conducting an internal review and refusing the customer the use of a school site.