Ofsted will pilot an independent complaints review service for schools in a bid to improve trust in the inspection system, the watchdog has announced today.
Schools will now be able to request a review of how Ofsted handled their complaint and whether the outcome was fair and reasonable, including where it related to the inspection process and findings.
The announcement was made as Sir Martyn Oliver gave a keynote speech at the Confederation of School Trusts’ annual conference in Birmingham today - and as Ofsted is facing mounting pressure to change, with three education unions declaring they have no confidence in the inspectorate’s leadership.
The new Independent Complaints Review (ICR) service will be able to make recommendations regarding grading decisions, which could lead the chief inspector to set aside a published report card and arrange a new inspection.
Sir Martyn said he was confident that Ofsted’s current quality assurance and complaints processes “are robust enough to put things right in the vast majority of cases when schools have concerns about an inspection”.
But he added: “However, I am fully aware that this confidence is not shared by everyone in the education sector. I hope that by adding a new level of independent oversight to our complaints process we will further increase trust in the system.
“I am committed to openness and transparency in everything Ofsted does, so if the new ICR service finds cases where we have not acted reasonably and fairly, I will be open to the challenge and will take appropriate action.”
New Ofsted complaints system could lead to grade change
Currently, schools that are unhappy with how Ofsted has handled their complaint can appeal to the Independent Complaints Adjudication Service for Ofsted (ICASO).
While ICASO will determine whether their complaint was handled properly by the schools watchdog, it cannot consider whether the outcome of the complaint was fair and reasonable.
In 2024, Sir Martyn introduced a provider helpline to the complaints service as well as panels to scrutinise recently closed complaints.
Ofsted said today the new pilot will aim to “further increase trust and confidence in the inspection system” by introducing another level of independence to Ofsted’s complaints arrangements.
Schools will be able to contact the ICR following the conclusion of Ofsted’s internal complaints process, and after the publication of their inspection report card, the watchdog said.
Unlike the current system, the ICR can also consider unredacted inspection evidence to determine whether Ofsted’s complaints response was fair and reasonable, including aspects related to the inspection process and grades awarded.
Sir Martyn to personally respond
The ICR will report the findings and recommendations back to the complainant and the chief inspector.
If they find mistakes have been made, or that Ofsted has not acted fairly and reasonably, the ICR will be able to recommend that Ofsted looks at the complaint again, including where it relates to the inspection process.
Sir Martyn will personally consider and respond to every ICR recommendation, and can also arrange for a new inspection to be carried out as soon as possible.
“This could lead to the same, or different, grades being awarded,” Ofsted said.
The pilot will begin shortly and will run through the 2026-27 academic year. It will apply to complaints about school inspections, including any ongoing complaints raised by schools about an inspection this term.
A contract for the service will be managed by the Department for Education.
Wider reforms to Ofsted still required
Commenting on the ICR announcement, Andy Jordan, inspection and accountability specialist at the Association of School and College Leaders, said there was merit in the new process.
He noted that, currently, only 25 per cent of complaints are upheld, and this is a “source of real frustration when schools feel they have been treated unfairly”.
He added: “There’s no doubt that there is an overwhelming need for a greater level of independent oversight when it comes to handling Ofsted complaints.”
However, he said it would not “address the central issue of why so many schools feel compelled to complain in the first place” and that wider reforms to Ofsted are still required.
Mr Jordan said: “We still feel there is a need for a pause and review of the inspection system to give proper consideration to these issues, including the problems caused by the secure fit methodology, failure to properly consider context and the impact that inspections are having on the health and wellbeing of school and college leaders.”
The ICR plan comes a day after education secretary Lucy Powell told delegates at CST that she “wants to see some changes” to the accountability system.
‘More’ Ofsted can do to consider school context
Sir Martyn said today that Ofsted is “working really closely with the Department for Education on a package of changes that we will be speaking to you about in the weeks and months to come”.
In his speech to the CST conference, Sir Martyn said there is “more we can do” to consider a school’s context.
It is now using similar schools data as part of the evidence base for its inspections.
Ofsted has of its inspection grades by looking at how schools perform in tests and exams compared with similar schools.
It found that 73 per cent of primary schools graded “strong standard” or “exceptional” for achievement were outperforming their similar schools’ average in key stage 2 reading, writing and maths.
All schools graded “exceptional” were performing above their similar schools’ average. In contrast, 61 per cent of schools that were graded “needs attention” or “urgent improvement” were performing below their similar schools’ average.
Ofsted also found that 58 per cent of secondary schools graded “strong standard” or “exceptional” were performing above their similar schools’ average on the KS4 attainment 8 measure. Two thirds of schools graded “needs attention” or “urgent improvement” were performing below their similar schools’ average.
Sir Martyn said: “The analysis published today considers how our inspectors judged achievement in context by comparing grades awarded last year to the new similar scores measure, which wasn’t available to inspectors at that time.
“I’ll let you be the judge, but I think the data is compelling and shows that inspectors take context very seriously.”
