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Feedback & Quality Assurance

We welcome feedback and queries on any aspect of our services for schools offer.  Please email and we will respond.

All of the service have a section on their service features and the benefits they offer to you. We hope that this proves a useful directory. Services where there will be a cost at the point of delivery, through subscription or PAYG, are clearly identified. In order to clearly indicate the service delivery you can expect, all services will have a new service specification, including prices, that sits with our new terms and conditions. We now have a strengthened system of quality assurance that supports our focus on continuous improvement.

We commit to:

  • offer efficient, professional services that are of a consistently high quality
  • be flexible and responsive to schools’ needs
  • work in co-operative partnership with schools
  • consult with schools and maintain regular contact
  • monitor the performance of services and take action where any issues arise
  • evaluate all training through feedback from questionnaires completed by delegates from schools

Our customer care aims to:

  • consistently provide excellent customer care
  • ensure that all customers feel they are being treated with politeness and respect
  • welcome questions about the council and its services
  • place customer care at the heart of our work
  • make sure our staff use plain and simple language that is understandable to all our customers, both in writing, face to face or over the telephone
  • make sure our staff have a positive attitude and the desire to continually improve

Benefits of buying from the London Borough of Hounslow

  • A commitment from us to support schools in making the best use of budget and in maximising the educational achievement of all children and young people and reducing inequality, as well as supporting you in improving school standards
  • Your continuing, active role in the family of schools and influence on services through individual and borough–wide evaluation
  • Service delivery by officers with an understanding of the local context and needs
  • A holistic approach delivered through the provision of individual strands of work linked to other services from across the Council
  • Services delivered within appropriate national and local requirements and guidance
  • Evidence of existing high quality service provision

Complaints Procedure

What happens if things go wrong?

The aim of having more robust success criteria, better evaluation mechanisms and increased consultation with schools is to avoid things going wrong Sadly, however, in some cases this may happen. If so, schools should:


Refer the problem to the contact officer whose name appears in the brochure or on the website. This is best done by email or phone in the first instance.

Where there is a day to day contact and a named manager, the day to day contact should be informed initially and the manager only if the issue is not resolved. The contact person is expected to rectify the problem, taking any necessary action. Schools are advised to make a note of the problem and the action taken to resolve it.


If things are not resolved at this stage then schools should contact the manager of the service concerned, initially by email or phone in order to try to get the matter sorted out quickly. (This may have already been done under the first step.)

Again schools are urged to record the action taken by the school and the manager concerned.


If the complaint has not been resolved by the initial informal contact, then schools should write to the manager of the service and can expect a written response within five days. This will set out the action to be taken by the manager and the service to resolve the problem.


If a school remains dissatisfied, then a copy of the letter to the manager should be forwarded to the Assistant Director - Education & Early Intervention - who will:

  • respond to the school and arrange for a more formal investigation expect the service to rectify the problem and to set out in writing the action to be carried out, in order to do so
  • bring the matter to the attention of the director
  • log the complaint and ensure that overall monitoring of complaints of this kind is reported to cabinet
  • invite the headteacher/chair of governors to meet an appropriate senior officer in order to agree the remedial action necessary