.

You Said, We Did

April 2022

You Said

There was a 404 error code when clicking on ‘A good practice guide for ERPs for pupils with ASC conditions and related needs’

We Did

We fixed the link and reported back that we had fixed it.

You Said

The link for the Pop up Pods could not be accessed on mobile phones.

We Did

We addressed the issue and fed back to the parent that it had been resolved.

You Said

The form link to the section 23 notification form on the local offer website does not work

We did

The correct link was provided and the page was updated, Early Years were advised of the change.

You Said

Error message received when trying to access the site.

We Did

The web team fixed the problem immediately

You Said

You wanted more information regarding the Neurodiversity pathway new front door service.

We Did

More information was shared on the site under News and Events and more widely amongst parent carers.

You Said

You didn’t understand the difference between the following service areas, SENDART, SENDIASS and the 0 – 25 SEND Team.

We Did

We created an ‘Explainer’ which sits on each service areas page on the Local Offer.


25 January 2022

You Said

We would like updated info re parent/carer assessments.

We Did

We provided a clear update under News and events on the Local Offer.


16 December 2021

You Said

You want clear information regarding children and young people who have more than 75 days in residency.

We Did

We provided a clear update under News and events on the Local Offer.


 

November 2021

You Said

You wanted the Local Offer to look less corporate in its 'feel'.

We Did

 

We changed the colour palette.

You Said

You wanted contact cards to be reintroduced.

We Did 

Contact cards for the 0 – 25 SEND Team and SENDART have been redesigned and are now in circulation.

You Said

You wanted to know where to go for advice if you/your child/young person had SEND.

We Did 

 

We created a flowchart which is now available on the Local Offer.

You Said

You wanted to have a clearer, better understanding of who your EHCO was and who other staff were.

We Did 

We provided pen profiles of all of our officers in Children and Young People’s Specialist Services so that you know who we all are.

You Said

It was hard to reach different teams by telephone.

We Did 

We have reviewed and simplified our telephone system.

You Said

"Every time I click on the banner to access the communication strategy an error message comes up."

We Did

The was a problem with the banner link and it was resolved. The person was informed of this immediately and they were then able to access the link via the banner.


You Said

“Please could you update the details on the local offer for the group Unique Friends I help to run. We are now based at The Annex, War Memorial Hall, Clementhorpe Road, Gilberdyke, Brough, HU15 2UG. Our sessions varies in cost depending on activity.”

We Did

FISH updated Unique Friends Local Offer Page with the correct information.


16 November 2020

You Said

“We received an email this morning about automatically renewing our membership in the new year. We do intend doing that but, if possible, could you bring that forward a month, so that memberships restarts when you (hopefully) reopen on the 3 December? Thanks”

We Did

FISH emailed asking what the membership was for, then signposted to the Leisure centre so they can renew their membership when it reopens.


3 September 2020 

You Said

“I just want to thank you for the summer activities you put on this year in Welton Waters. My son attended every week except one. 

He is 20 years old and found lockdown very stressful but really enjoyed each session he attended in Welton Waters and the very supportive staff gave as much support as he needed when required but also allowed him to be independent.

Through attending the water activities we also learned about open water swimming there, which was new to him but which he also enjoyed.”

We Did

Thanked parent for the feedback and passed on to the organiser.


15 July 2020

You Said

“I was looking for information about SaPTs. The search accepts the term but once clicked there is no information. I also searched for Harland House and this is not recognised - it used to be.”

We Did

FISH replied apologising and emailed contact details for SaPTS and signposted to Harland House information. FISH emailed the web team to investigate and correct the technical problems with the website.


12 May 2020

You Said

“We think that our child's educational needs may need to be addressed by attending a different school - preferably one with a specialism in autism. We would consider a Special School.
Could you please advise us on the next steps we need to take? We appreciate it is extremely difficult at the moment given the Coronavirus situation, but we would like to be prepared for when we are able to think about changing schools.”

We Did

A link to LOOK AHEAD and the Local Offer website was sent to the parent and signposted to SENDIASS for information about their options and support.


20 July 2018 

You Said

"Why does the Local Offer site keep asking me if I want cookies every time I change screen or click a link? It is driving me crazy. I'll never want advertising cookies, but I understand that the site may need to set some cookies to work correctly - clearly it's not doing that. Please will you make it so that I don't have to answer this question every single time I click on the links in this site? Thanks."

We Did

SENDIASS Replied: Thank you for your feedback on the Local Offer. I have spoken to our technical department and they have said that this matter came to their attention last week and have now resolved the issue. Please would you check that the issue is now resolved for you and let me know if this still remains an issue.


1 July 2018

You Said

"Our daughter has been diagnosed with Asperger's ASD and also suffers from sensory integration issues. Also known as misophonia. Particularly around getting angry when someone close to her is breathing or chewing. We live in Doncaster and we are not sure if we could and how access your services regarding sensory integration assessment and therapy. Could you please let me know if we could. If not would you have similar services in the area of Doncaster? Thank you very much."

We Did

SENDIASS directed to Doncaster SENDIASS AND LOCAL OFFER. 


22 April 2018

You Said

"Hello East Riding of Yorkshire Council Local Offer. I am 17 years old and I have special needs, I have an moderate learning disabilities and I attend All Stars. Just to let you know, it says on your website under the ''Activities'' Section that it says ''Hessle All Stars'', it used to be based in Hessle, but it has now moved venue and it is now held in Cottingham, The address for the new venue is Cottingham High School and Sixth Form College, Harland Way, Cottingham." 

We Did

SENDIASS replied: Thank you for your feedback on the Local Offer.  It is very important to us that the information on the Local Offer is up to date and correct. I would like to thank you for taking the time to bringing this to our attention. I will forward this information to a member of the team so this information can be amended and replaced with the correct information.

SENDIASS contacted Barnardo's to check the details of ALL their All Stars, updated the information on the Local Offer website and put every All Stars in the bulletin, highlighting the group that had changed venue.

You Said

"One area that stands out is about not being updated in a timely manner regarding staff sickness and who to go to when this happens. Could the Local Offer be used to communicate staff sickness and who to contact in an emergency?"

We Did

This feedback was discussed at the Local Offer workstream group meeting. The outcome was that this was to be dealt with as an internal issue and that it was not appropriate to include information about staff absentees on the Local Offer website. Actions have already been implemented in the Children's Commissioning and Quality Monitoring Team (CCQMT) to address putting in place procedures for when staff are off work.


You Said

"What does the new structure look like following the recent re-structure of SEND services? How will parent/carers be notified of the changes and how will this improve support for parents/carers?"

We Did

The re-structure has been developed with a view to addressing the issues and feedback received from parents/carers and professionals regarding the current system and process. The new structure brings in a new 0-25 SEND team in order to provide support to families who have a child/young person with SEND.

The new structure is being implemented from 2nd January 2018 and will take time to become fully operational. At this very early stage, there is no change to any processes or procedures in terms of contacting the Local Authority for SEND advice and guidance. For those parents/carers who have an EHC Plan, until notified otherwise, their main contact should be through their named worker within the SEN Team.

We are planning to hold a number of workshops for both parents/carers and professionals in order to introduce the new structure and to outline the roles and responsibilities and are working with the parent/carer forum to put these in place for February and March 2018. We will continue to keep parents/carers updated on progress through the parent/carer forum.

The Local Offer website went live on 1 September 2014

Each year we will publish your feedback and what we have done with this feedback – please see 2015-2016 You Said, We Did report below.


You Said

“Some settings are not making adequate provision for children and young people to attend after school Christmas events.”

We Did

We have ensured that the reasonable adjustment paper is on the Local Offer and in the FISH and SENDIASS bulletin for schools to refer to.


You Said

“The application process for a Passport to Leisure card is confusing “

We Did

We are reviewing the passport to leisure application procedure to ensure the process of getting a passport to leisure card is easy.


You Said

“Provision stated in our child/young person’s EHC plan is not being made.”

We Did

We have discussed this with the EHC plan Coordinators and they are making schools aware that once a plan is finalised they have a duty to provide what the EHC plan states.


You Said

“There is confusion around Freedom Activity Support Programme (FASP)  criteria”

We Did

We are reviewing FASP and involving East Riding Voices in Partnership (ERVIP) as part of this process.


You Said

“Some termly reviews are not being carried out”.

We Did

The SEN team will clarify with settings that termly reviews should be carried out.


You Said

“There is confusion around understanding and awareness of outcomes.”

We Did

We have discussed this with the EHC Plan Coordinators and they have going to ensure they fully explain outcomes to parent carers in meetings.


You Said

"ERVIP representatives gave us detailed comments on the Accessibility Positions Statement"

We Did

We have ensured that all your comments were considered and we have given ERVIP detailed feedback to each of their comments showing actions taken.


You Said

"Following a recent period of consultation parents had suggested some changes to the Short Breaks Statement"

We Did

All the feedback is gratefully received, thank you, and will be considered for the final version.

 

You Said

"Information on the Local Offer about SEND funding needs reviewing"

We Did

ERVIP and FISH information group have reviewed and updated the SEND funding in schools information. 

 

You Said

"Does the eligibility criteria take into account the needs of parents and carers as well as children and young peoples access to services?"

We Did

All public sector agencies across education, health and care use the same assessment process, the 'Framework for the Assessment of Children In Need and their Families'. This is a holistic approach to determine how best to meet and achieve positive outcomes for all of them. An explanation of how this is undertaken has been involved in the Short Breaks Statement. 

 

You Said

“Not enough mainstream activities on the local offer”

We Did

Added links to the FISH website where information about mainstream activities is held.


You Said

“FASP (Freedom Activity Support Payment) has stopped”

We Did

FASP was re-introduced in September 2016.


You Said

“The website is not young person-friendly”

We Did

We are working with TYLER the young leaders of east riding group to design a young person’s section.


You Said

“A telephone contact number if a parent/young person can’t find what they are looking for.”

We Did

We have the FISH SENDIASS on (01482) 396469 information on the website, who can provide parent carers, young people and professionals with information and help them navigate the local offer website.


You Said

“Keep it simple make it available online - how about links from local school websites?”

We Did

We have worked with parent carers to make the website simple and easy to use. We are constantly asking for more information about how easy to use and we will always look to improve it based on comments and feedback. We also have asked schools to link to the local offer website on their websites so that it is easy for parent carers to find.


You Said

“Link to neighbouring Local Offers”

We Did

We have added links to our neighbouring local authorities on the useful links page.


You Said

“Couldn’t find information about CAMHS on local offer”

We Did

Made clearer on local offer website and more search words added to ensure this comes up in searches.


You Said

“Number of characters on local offer feedback box is restrictive”

We Did

Increased the number of characters which can be typed into the feedback comments box.


You Said

“There is confusion around roles, responsibilities and communication for SEN transport”

We Did

We are working with the SEN team, Transport and ERVIP to produce an information explaining who does what.


You Said

“Businesses not aware of the Shop and Save card scheme and that LOOK AHEAD parents can use these”

We Did

We discussed this with East Riding of Yorkshire council marketing team who contacted the businesses to confirm.


You Said

“My child is on transport for a long time”

We Did

Linked to the Personal Travel Budget information on the Local Offer from the Transport for School Aged children to the SEND funding in schools information.