Reducing and tackling parental complaints through family engagement

“Schools that successfully engage parents in learning, consistently reinforce the fact that ‘parents matter’. They develop a two-way relationship with parents based on mutual trust, respect and a commitment to improving learning outcomes.”

(Goodall, J. and Harris, A. (2007), Engaging Parents in Raising Achievement – Do Parents Know They Matter? SSAT, University of Warwick) 

Parental complaints are challenging and time consuming for both families and schools. Strong links between home and school are essential to support our children and young people to achieve their best outcomes; both socially and academically.

There are many reasons why issues or concerns end up being addressed through the formal complaints process. But schools will often be better served to encourage families and staff to address issues at earlier stages, through more informal, open and discursive routes.

This resource aims to provide practical advice and key takeaways for you and your team at school to consider when trying to reduce parental complaints through improved parental engagement.

This resource is set out in easily digestible chunks with key takeaways highlighted at the end of each chapter, which are also helpfully summarised at the beginning of the booklet.

The resource follows on from the Parental Engagement Conference held in December 2022, both of which were generously funded by Hertfordshire County Council from ‘Coming Back Stronger’ monies. HFL SEA, Justine McDonald, has researched and written this resource to support schools in developing strategies to enhance engagement with families and reduce formal complaints through improved partnership between school and home.

Other useful resources

EEF evidence on parental engagement
Education Endowment Foundation: Parental engagement 

EEF working with parents to support children’s learning
Education Endowment Foundation: Supporting parents

Obstetrics for Schools: A guide to eliminating failure and ensuring the safe delivery of all learners, Rachel Macfarlane, 2021

Review of best practice in parental engagement. Janet Goodall and John Vorhaus with the help of Jon Carpentieri, Greg Brooks, Rodie Akerman and Alma Harris, Ref: DFE-RR156, Institute of Education, September 2011

Engaging parents and families - A toolkit for practitioners
Education Scotland: Engaging parents and families - A toolkit for practitioners