Connect with parents and communicate with confidence

Managing complaints from parents

84% of school leaders are distracted by complaints from parents about their school's approach.* Our resources and model policies will help you handle complaints both online and at the school gates. (*Source: The Key, member poll, October 2019)

• Social media: how to deal with negative comments or behaviour by parents

Use our 'internet acceptable use' agreement for parents to help prevent inappropriate social media use. Learn how to deal with defamatory, negative or inappropriate social media use by parents, and use our template letters to respond to incidents.

• Persistent or aggressive complaints from parents

How can we deal with persistent and aggressive complaints from parents? We relay advice on resolving complaints informally, as well as how to handle persistent complaints and deal with parents who act aggressively. You will find guidance on when to decide to stop responding to a complainant.

• Complaints procedures: guidance (academies)

Is there guidance on complaints procedures for academies? This article sets out requirements and good practice guidance on academy complaints procedures. You will find information about the required stages of complaints procedures, action after a panel hearing, and record-keeping.

• Complaints procedures: guidance (maintained)

Get to grips with the DfE's best practice advice on managing school complaints, and learn what to consider as you develop your complaints procedures.

Consulting parents on school subject matters and activities

How do you consult with parents about changes to your RSE policy? What about a parent’s request to withdraw pupils from subjects on religious grounds? We have up-to-the-minute advice on handling these sensitive situations.

• Relationships and sex education: consultation toolkit

Requirements for RSE are changing from September 2020. If you're updating your curriculum or policy, you need to start the consultation process now. Use our templates and resources to help you consult with parents, pupils and staff.

• Handling requests to withdraw pupils on religious grounds

How do we handle parents' requests to withdraw pupils from curriculum subjects on religious grounds? This article relays advice from the DfE, one of our associate education experts and other sources on requests to withdraw pupils from subjects and accommodating pupils’ needs.

• Parents' objections to Christmas activities

Can parents refuse to let their children take part in Christmas activities? We relay advice on handling parents’ concerns about activities relating to Christmas or other religious festivals, and the rights of schools and parents in this context. You will also find ideas for modifying activities.

Opening-up communication with parents

Effective communication is essential to building the parent-teacher relationship. We provide tried and tested advice for establishing positive lines of communication - both written and face-to-face.

• Parent survey pack

Everything you need to create your survey – a statement bank covering a range of topics, a survey template and a letter to parents. Plus, examples from schools.

• SEN support: meetings with parents

Is there advice on termly meetings with parents of pupils on SEN support? We set out requirements for meeting with parents of pupils with SEN and relay expert advice on managing, organising and running meetings. You will also find a downloadable template to use as a record during these meetings.

• Parents refusing to be contacted

What can we do if a parent refuses to be contacted? We look at the requirement for schools to hold parents' contact details, and relay advice on what a school can do if a parent refuses to provide them. We also relay advice on what to do if a parent refuses to engage with the school at all.

• Written communication with parents

Is there guidance for schools on written communication with parents? We relay guidance on communicating with parents, and look at when information needs to be put into writing. You will also find advice on paperless communication, and examples of school policies covering communication.