You Said, We Did and Working Together

You Said, We Did


As part of our commitment to ongoing development of the Local Offer we are always very keen to hear from you. Your feedback helps us to improve the Local Offer website and actual provision for children and young people and families in Sutton.
Below is our ‘You Said, We Did’ for 2020, which shows examples of what parents, carers and young people said about the Local Offer website and current provision, and what we did and are doing in response:

You Said: We would like a glossary of terms. 

We Did: A glossary of SEND terms is now available as a Quick Link. 

You Said: We would like to know who the caseworkers are.

We Did: The SEND ENCP Coordinators school allocations are now available on the Local Offer. 

You Said: The News and Events page does not make it clear who the information is for. 

We Did: The News Page is now divided into three sections (For parents, for young people, information) with images to match. 

You Said: Flowcharts and diagrams are not accessible to screen-readers. 

We Did: We have started converting flowcharts/tables to images with Alt Text descriptions. 

You Said: PDFs are not accessible to screen-readers.

We Did: Word versions of PDFs available. 

You Said: The Local Offer should be accessible for those without the Internet. 

We Did: Printed material is now available on request. The phone number for requesting this is promoted on the flyer, website and Facebook page. 

You Said: The News and Events page does not make it clear as to who the information is for. 

We Did: The News and Events page is now split into three sections. The sections are For Young People, For Parent and  Information. Images are used to represent the three sections. 

You Said: It is difficult to find new information/updates. 

We Did: A News and Events Page has been added to the website which is regularly updated. A Facebook page has been created to update families. 

You Said: Preparation for Adulthood needs to have clear pathways.

We Did: The Preparing for Adulthood Page was advertised on the HomePage Carousel. Information about the Preparing for Adulthood Programe has been added to the page. 

You Said: The profile of SLO needs to be raised by increasing awareness and understanding of SLO across communities. 

We Did: A Communications and Engagement Plan has been put together to raise the the profile of SLO. This includes increasing use of social media and digital channels and using relevant local events, to promote SLO.

You Said: The Local Area needs to ensure that young people and their carers/parents are aware of Personal Budgets.

We Did: A Personal Budgets Policy has been made,  explaining the approach taken by the LBS, Cognus and CCG to personal budgets. An Easy Read version is being produced as a user friendly alternative to the policy itself. 

You Said: Identification and referrals for Early Years have been delayed due to Covid-19. 

We Did: A new page for Early Years Information and Resources is being created. 

You Said: Information needs to be up to date. 

We Did: An inventory of pages has been created which enables us to check information termly. Please email to alert us of any out of date information.

You Said: There needs to be better communication about how different areas of the council work and transparency about who does what.  

We Did: An organisational chart outlining the LBS and Cognus is being developed.  

You Said: Children and young people with physical disabilities need to have access to more Equality Act compliant services and facilities. 

We Did: A Sutton Local Area Guide has been put on the Local Offer. This includes accessibility information. 

You Said: Transition from CAMHS to Adults Mental Health needs to have a clear Pathway and to be explained to parents/carers and young people.

We Did: Children’s Health services are currently working on a leaflet dedicated to transitioning health services. There is currently information on the transitions process that is nationally applicable.

You Said: Disagreement resolution opportunities and support available for families need to be clearly communicated to parents/carers.

We Did: In April 2019, Sutton’s mediation services were transferred over to Global Mediation. Sutton’s Information, Advice and Support Services (SIASS) is now fully staffed with great feedback from parents and an increase in contacts and request for support. As a result, from January to June 2018 SIASS had 275 contacts and 71 requests for support. From July to December 2018 SIASS had 2020 contacts and 163 requests for support.

You Said: We should only have current news on the Local Offer website.

We Did:  A Coronavirus Home Page has been created which is promoted on the Carousel. Pages including Key Links and Latest Information are included.  A News page has been developed and put under Quick Links. 

You Said: High Needs users also need pictures and visuals if they struggle with too many words.

We Did: Pages published on the Local Offer website are reviewed prior to publication to ensure that they meet Accessibility requirements. There are two easy read guides under Staying Safe Out and About.  

You Said: There needs to be a strapline which makes clear the websites purpose.

We Did: A new strapline has been developed: Sutton's Local Offer Website: for all your SEND information needs.

You Said: Channels of communication from the SEN Service need to be consistent and clear, particularly regarding decisions.

We Did: A family friendly guide explaining how the SEN service operates is currently being developed. 

You Said: Once a plan is agreed, regular monitoring is needed to ensure that agreed provision is being delivered in the education setting to help achieve the agreed outcomes.

We Did: The draft EHCP template, EHCP process and Annual Review process have been reviewed and changes made. Initial feedback from professionals and parents is positive. We are obtaining early feedback from families about how EHCPs are being put into effect in education establishments. We also monitor EHCPs through the Annual Review process.

You Said: The Local Area needs to do more to assist those children and young people at risk of exclusion from their mainstream setting, particularly in regard to informal exclusions.

We Did: The Local Area is making a focused effort to increase capacity to support children and young people at risk from exclusion to remain in school: 

  • An SEMH Steering Group has been developed with an inclusion focus, acting in consultation to support the local area develop policy, practice and provision.  
  • The co-produce Graduated Response to support children/young people at risk of exclusion is now embedded. This means that education establishments will be clear about what they need to do to support pupils at risk of exclusion so that they remain in their school 
  • The Limes College has increased its outreach, training, managed interventions and support for schools to retain learners 
  • Paving the Way is expanding it’s offer to support year 7 pupils.

You Said: The Local Area needs to ensure that professionals are aware of their statutory duties under current legislation, and that they are being delivered.

We Did: A SENCO Tab is being developed and will include information on legislation and duties.  

  • The Local Area has recently finalised its Communications and Engagement Plan. A key aspect of the strategy is the work that the Local Area has been doing to develop its knowledge, skills and understanding of the Children and Families Act 2014, and to change the processes to improve the way we identify, assess and meet outcomes for children and young people with additional needs.  
  • Various means of communication are used including the Local Area Education Bulletin (informed by partners), Local Offer Website, Sutton Primary Heads Group/Secondary Heads/Partnership, Special Heads, SENDCo Forum, Sutton Parent Carer Forum meetings, termly Governor briefings and Governor newsletters. 
  • The Local Area issues a quarterly survey to measure the local SEND workforce’s understanding and to target areas for improvement. In the April survey 70% of respondents understood the Vision of the Local Area and 58% of respondents were confident or very confident they understand their role and responsibilities as part of the Children and Families Act 2014.  

You Said: The Jigsaw image is not suitable to represent EHC Plans as it has a tricky history and autism is not limited to childhood.

We Did: The image has been changed to the infinity logo.  


Reviewed August 2020 Next review due August 2021

To leave feedback on the Local Offer, please fill out our online form (online form).



12/10/2020, 14:55:55