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Home to School Transport Policy

Hertfordshire County Council's Home to School Transport Policy can be found on their website at:

Handling Conflict with Visitors

As the first part of a programme of advice and guidance to be issued to schools regarding the handling of the conflict with visitors to schools, attached are sample letters notifying visitors of their unacceptable behaviour.

The three letters attached are available from Hertfordshire schools only and cover the following:

  • warning a visitor that their conduct on a given date was unacceptable and that any further unacceptable behaviour could lead to them being banned from the school premises
  • Word97, 21kb/1 page, 2/5/02, warning_let.doc
  • a second letter banning a visitor from the premises following further unacceptable behaviour;
  • Word97, 22kb/1 page, 2/5/02, barring_let.doc
  • a third letter to cover the eventuality of a visitor's conduct being sufficiently severe that they be banned from school premises without the initial warning letter;
  • Word97, 21kb/1 page, 2/5/02, serious_conduct_let.doc

Prior to issuing any of the above letters it is important that Headteachers contact the Education Solicitor in the County Solicitor's office on 01992 555 520 seeking advice as to whether letter is appropriate under the particular circumstances.

School-based Complaints

Hertfordshire County Council has produced a new Complaints Policy and Procedure template for all maintained schools within the County.  The new suggested template replaces Issue 8 of HCC’s Model Procedures for Dealing with School-Based Complaints that was published in September 2017.  The new template continues to be supported by a Stage 2 Complaints Toolkit to assist Staff and Governors through the complaints process.  This includes a Checklist of Actions and suggested template letters.

The new Complaints Policy and Procedure template features:

  • Clarification on who can make a complaint
  • Distinguishing between concerns and complaints
  • Guidance on how complaints may be submitted
  • Increased emphasis on timescales
  • Examples of what can and cannot be complained about
  • Detailed guidance on how to deal with Stage 1 complaints (Previous guidance focused more on Stage 2)
  • Clarification on roles and responsibilities during the complaints process
  • A formal complaint form to adopt and use
  • New guidance on dealing with unreasonable behaviour and vexatious complaints
HCC Complaints Policy and Procedure template for maintained schools in Hertfordshire (2020 – 2023)
HCC Stage 2 School Complaints Toolkit (2020 – 2023)
HCC School Complaints Advisory Service

Hertfordshire County Council offers a Complaints Advisory Service for schools wanting advice and guidance on handling and responding to complaints.  This service is provided by the HCC Complaints Team for Children’s Services and has been operational since September 2018.

Schools can email in or telephone to obtain specialist support and guidance in relation to formal or complex complaints.

The service is available Monday to Thursday, 9.00am to 5.00pm and Friday, 9.00am to 4.30pm.

The benefits for schools include:

  • Schools will be able to ensure compliance with their complaints process
  • Schools will receive expert and impartial specialist advice and support
  • The service can be used to gain information about any changes in complaints legislation that may affect the handling of school-based complaints
  • Advice will be provided by a trained professional with experience in dealing with school-based complaints
  • The service is open to all types of state-funded school to purchase
  • The service is highly cost effective when compared with the costs associated with compensation payments for complex or protracted cases
  • Optional Complaints Training for each school’s Designated Complaints Lead is offered annually should a school’s purchased time allocation for that academic year not be fully utilised
  • Optional review of the school’s complaints policy to ensure compliance with current legislation should the school’s purchased time allocation for that academic year not be fully utilised

The Complaints Team also has access to HCC’s Legal Department which can advise on specific legal matters arising from complaints (separate charges may apply).

Purchasing the service

Two levels of service are available:

Silver Service - £225 (+VAT if applicable) per academic year – for 4½ hours of support and advice as outlined above.

Gold Service - £450 (+VAT if applicable) per academic year – for 9 hours of support and advice as outlined above.

£50 (+VAT if applicable) per hour for any additional hours purchased.

In order to aid service planning and capacity, an annual agreement needs to be signed and returned to the Complaints Team.

If you would like to purchase the service or require any further information, please contact Kam Bhangal, Complaints Manager on 01992 556169 or email

Changing School Session Times

The following Policy and Practice document is obligatory for Community and Voluntary Controlled schools, and is also recommended to all Foundation and Voluntary Aided schools, and Academies as an example of good practice.

The new Policy and Practice document replaces the former issued Policy, which became redundant when the previous Changing of School Session Times (England)regulations 1999 were rescinded.

It is very important that all schools are aware of the financial implications for them concerning any existing transport routes, and  also of the need for an equality impact assessment on any possible changes.

Further advice is available from Greg Holmes. Tel. 01992 588530 or email

CSF4287 Policy and Practice for Changing the Times of the School Day


Safe Use of Images in Hertfordshire Schools

Schools often take photographs of children to use in the school prospectus and publicity, on the school website or in DVD/video recordings. Images of children at the school may be released to, or taken, by the press and media. Read on to make sure you are following the correct procedures.

Hertfordshire County Council have produced a Safe Use of Images Policy, which aims to help all staff understand the complexities of using images, especially of children. The policy has a section which is specifically relevant to schools.  There is also a template consent form for use by schools which can be adapted for your own individual requirements. 

The consent form states that once images are online there is little control over how they are used or who can look at them, so it is important to use this form and ensure that parents understand the implications.

Specific information about sharing images with the media is available on the intranet:

The HCC policy and consent forms are available below.

CSF0072 Safe Use of Images Policy

Please note that these forms are a template for staff to use as a guide. They should be adapted to suit your own needs and purposes.

CSF0072 Consent Form for use by Hertfordshire County Council Schools
CSF0072 Image Consent Form For use by Hertfordshire County Council Staff
CSF0072 Image Consent Form - Easy Read Version

It is everyone’s responsibility to take all reasonable measures to ensure that:

  • the correct permissions are in place before taking or using images
  • images are used appropriately and only illustrate positive contexts; beware of sensitive issues such as adoption, bullying, abuse, drugs etc.
  • an image is not sent to a third party
  • an image is only used for the purposes stated on the consent form or in the licence agreement
  • the photographer is credited where necessary.
  • an image is not used after the date that the consent or licence expires

It is important that staff do not download and keep images in their computer files, as this increases the risk of an image being re-used for a purpose not covered by the licence or for which the permission has expired.  If you have an image stored on your system and you are unsure of the terms of usage, please delete it.

The Information Commissioner's Office (ICO) has published guidance about 'Data Protection and Taking Photographs in Schools' which can be found on its web site:

If you still in doubt or would like further guidance about images, please contact the HCC Communications Team on 01992 588534 or email