Alerts
Notifications

You said, we did

We rely on user feedback to improve and develop our Local Offer website. The improvements detailed below were all made as a direct response to feedback from a combination of parents, carers, young people and service providers.

To leave your own feedback go to the Contact us page.

January to May 2024

Communication - Response Times

You Said

Families experience inconsistencies in how long they wait for responses from different services

We did

This issue has been discussed across Specialist Services and a new approach is being developed that will apply to all teams. This will include agreed timescales for initial acknowledgement and a full response to any contact made by phone, email or contact form. As soon as this new policy is in place in will be communicated via the news section of this website and the Local Offer bulletin.

SEND Panel Terms of Reference

You Said

I cannot find the terms of reference for the SEND panel on the Local Offer website. Is there a reason why they are not available?

We did

No, the terms of reference were available on previous page that was replaced when the website moved to a new platform. The terms of reference has been made available under “The Role of SEND Panel” on this page:

Education Health and Care plans

Speech and Language Therapy (SALT) service

You Said

Families shared that they feel arrangements for the Speech and Language Therapy (SALT) service and how the service works alongside other specialist services are not clear. Particular concerns were raised about the transition from child to adult services.

We did

Humber and Yorkshire Integrated Care Board provided details and information to the Information sub-group in relation to the concerns raised. The minutes from the meeting when this discussion was held can be found on the SEND Development and Improvement Plan page, under “SEND Information sub-Group” and dated “Tuesday 30th January 2024”

Further information was provided to update and expand the SALT service page on the Local Offer:

Speech and Language Therapy Service

The Local Offer team

You said

Who are the Local Offer team? And how is the website developed?

We did

  • New content was added to the site explaining who is involved in developing and maintaining the Local Offer website.
  • Additional content explained how the website was originally designed, the processes involved in its further development and the statutory requirements it has to comply with
  • The information can be found here on the About us page.

October to December 2023

Differences between EHE and EOTAS

You Said

There is a lack of accessible information for families that considers the difference between ‘Elective Home Education’ (EHE) and ‘Education Other Than at School’ (EOTAS) in relation to Education, Health and Care plans.

We did

Our Special Education Needs and Disabilities Assessment and Review Team (SENDART) developed new content to be shared via the Local Offer website. The information can be found on this page under “Education Health and Care Plans- understanding the difference between EHE and EOATAS”.

Education Health and Care plans

Lack of contact information for services

You Said

It isn’t always easy to find the right service or the contact information for them. Also, email addresses should be available to help families who struggle to communicate over the phone.

We did

We created a “new to SEND?” page outlining the key services families should be aware of. Contact details are available for each service listed with a telephone number and email address or contact form where available.

We have also committed to providing contact details on every page of the site to make it easier to ask questions or seek further information and guidance. All new services wanting to be listed on the site must provide at least one form of contact information.

Lack of co-production opportunities

You Said

Members of the Local Offer working group raised concerns that there are many different groups chaired by the Local Authority they would like to be involved with but there is no information on how to do so.

We did

We have created a new Get Involved page which covers the different opportunities young people and parent/carers have to be involved in co-production and influence decision making.

Adverts will also be placed on the news page and fortnightly bulletin when new or existing groups are actively seeking new membership.

Also, leads of all groups have been asked to complete a ‘group portrait’ containing key information about the group including its aims, current projects and how to become involved with its work. Once completed these will be shared here:

SEND Development and Improvement Plan

Reasonable Adjustments

You said

Feedback at Voice and Engagement groups that parents are struggling to agree reasonable adjustments with education settings and lack information on what adjustments could be put in place.

We did

  • New content developed for the site at Reasonable adjustments
  • Information covers what reasonable adjustments are, how to work with schools to make them work effectively and examples of reasonable adjustments
  • The content also includes the lived experience of a parent within the East Riding
  • We are also working with a group of SENCOs from across the East Riding to improve this content further

Financial support and advice

You said

Feedback from a parent group representative that more information around financial support is needed. Particularly around benefits and the impact of changes to Universal Credit.

We did

  • The benefits information of the website was reviewed with the authorities ‘Your Money’ service. Clear information on how the service can help and how to access it was added to the site along with specific information and guidance on Universal Credit from Contact and Citizens Advice Bureau
  • The information can be found here Benefits check (/benefits-check/) and here Support for families moving to Universal Credit (/more/news-and-events/stories/?entry=3629)
  • Information was also shared via the fortnightly bulletin to communicate it more widely
  • The money section of the is being redeveloped to make it more easy to navigate and to widen the amount of services included
  • Additional information has also been added to the site around low cost and free activities for families during the Christmas Holidays and throughout the year.

Written Statement of Action updates

You said

Why are updates from the Written Statement of Action monitoring visits not available on the Local Offer website?

We did

  • In total four monitoring visits have been held between September 2022 and September 2023. During each visit a review meeting was held and the minutes for each of these are now available on the site along with a summary of key findings
  • The information is available on SEND Area Ofsted inspection
  • Further information has been added around the next steps for the monitoring visits and the potential impact of the new SEND inspection framework. This area of the site will continue to develop.

July to September 2023

Transport Information

You Said

Concerns were raised that there is a lack of information around transport support options available to young people at school and post-16 settings. There is also a lack of information around the flexibility of arrangements once agreed and who to contact if there are problems.

We did

A new group of four pages has been created to provide in depth information and guidance on this issue. Contact details have been provided for families to use when there are any questions or problems regarding their application or agreed transport support.

The new pages can be found here: Transport

Young People with SEND in Police Custody

You said

Parent/carer feedback at an information group meeting that there was no information on the local offer website regarding support available whilst in police custody.

We did

  • A multi-service group with representatives from SEND 0-25, Youth Justice, Safeguarding and support and the Humberside Police Vulnerability Hub collaboratively developed key information on this topic
  • The information can be found on Children and young people with SEND in police custody
  • This resource will be developed further over the coming months with services reaching out to young people for lived experience of custody and the support provided.

SENDART team structures

You said

Parent/carer feedback at an information group meeting that it is difficult to keep up to date with changes to staffing structures. This is especially important where strategic changes like locality allocations are made.

We did

Feedback prior to July 2023

Feedback prior to July 2023

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.

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.

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.

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.

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.

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.

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.

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 Local Offer service and website was sent to the parent and signposted to SENDIASS for information about their options and support.

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.

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.

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 2 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 Local Offer service 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.

Talk to us on (01482) 396469*
or send us your thoughts here
*Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm
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