Have Your Say
Give us your feedback on the SEND Local Offer
Feedback is an essential part of the SEND Local Offer. We welcome comments from anyone who uses the website or the services listed on it.
We would like to hear your views on:
- The accessibility and clarity of information
- The quality of SEND provision in Stoke-on-Trent
- Any gaps in local provision
- Information you would like to see included
- How the Local Offer is developed and reviewed
How to take part
Click here to take part in our survey.
Share your experiences and good practice
We are also looking for peer-to-peer content for the Stoke-on-Trent SEND Local Offer. We believe messages are most powerful when shared parent to parent, young person to young person, or school to school, and that content should be created locally.
We would love to hear from:
- Children or young people who want to share what has worked for them
- Parents with advice for other parents
- Schools wishing to share good practice
- Schools wanting to add a virtual tour to the Local Offer
- Education professionals who can explain how to access services
- Support groups looking to reach new members
We are looking for constructive content that supports children and young people with SEND and their families.
To get involved, email localoffer@stoke.gov.uk with a couple of sentences about what you would like to contribute, and we will get back to you.
Website feedback
To share feedback specifically about the SEND Local Offer website, please complete the Website feedback form: Website feedback form
Complaints, comments and compliments
If you feel we have got something wrong, have experienced poor service, or would like to share a compliment, we welcome your feedback.
Our SEND Compliance Officer is usually the quickest way to raise concerns or share comments. They will not treat your feedback as a formal complaint unless you ask them to, but they will use your comments to take appropriate action or provide information.
You can contact the SEND Compliance Officer:
- Email: sendcustomerfeedback@stoke.gov.uk
- Phone: 01782 233 528
If you prefer, you can also make a formal complaint, comment or compliment through our complaints process. You can read more here: Make a complaint or leave a compliment about a council service
You said, we did - listening and improving together
The Stoke-on-Trent SEND Local Offer is continually evolving. This happens because we listen to feedback from parents, carers, children and young people, schools, service providers, partners and practitioners.
The SEND Code of Practice says:
“Local authorities must publish comments about their Local Offer received from or on behalf of children with SEN or disabilities and their parents and young people with SEN or disabilities.”
This page shows what you told us since 2023 and what we changed as a result.
If you would like to share feedback, please complete our survey Tell us what you think about the SEND Local Offer or email localoffer@stoke.gov.uk.
At a glance – what’s changed
Based on feedback from families, young people and professionals, we have:
- Invested in the Local Offer website to improve accessibility and usability
- Strengthened engagement across the city, listening directly to children, young people and families
- Improved SEND transport applications, timescales and communication
- Increased choice, sessions and inclusion in Aiming High activities
- Shared regular updates, including monthly news and newsletters
- Made information easier to find, with clearer pages, improved search and printable timetables
Engagement across the city
You said:
“We need to be listened to more often and in places that work for us.”
We did:
The Participation Lead and the Local Offer Development and Engagement Lead hold regular engagement sessions across Stoke‑on‑Trent.
These sessions take place in a wide range of mainstream and specialist settings, including:
- Schools and colleges
- Specialist provisions
- Community groups
- SEND‑focused settings
This helps us reach more children, young people and families, hear a wider range of views, and make sure feedback directly shapes services and Local Offer information.
Finding information more easily
Activities and timetables
You said:
“I don’t know what activities there are.”
“I can’t use the internet to find out.”
“We want a printed list of activities.”
We did:
A wide range of activities are available in our calendar which is accessible from the homepage of the website.
We also share a monthly printable timetable, which is printed and shared so families can pass it on to others.
Less text, more visual content
You said:
“There are too many words on the website.”
“We need more videos.”
We did:
We added videos about:
- Leisure Centres in Stoke‑on‑Trent
- Specialist Resource Provisions
- Support available from PEGiS and Project Indi
We will continue to add more videos and visual content.
News and updates
You said:
“Newsletters don’t come out often enough.”
“There’s no updated information.”
We did:
Our News page is updated whenever there is something new.
We also share regular updates with our mailing list.
Young people's voices
You said:
“Young people’s voices need to be heard.”
We did:
We regularly visit schools, colleges and community settings to hear directly from young people.
Young people are supported with tools and activities to help them share their views and influence decisions.
You said (young people):
“Not very interesting.”
We did:
We are working with young people, families and professionals to design an area for information for, and about, young people.
Aiming High activities
Choice and variety
You said:
“We want more choice.”
“Activities are limited and not varied.”
We did:
We now work with 17 providers, offering activities such as:
- Sports and swimming
- Arts and theatre
- Sensory play
- Outdoor and animal‑based activities
We reduced management costs so more funding goes directly into activities.
More sessions
You said:
“We need more weekend, holiday and swimming sessions.”
We did:
We increased sessions, including teen swims, family swims, weekend activities and school holiday provision.
The core offer increased from 19 to 24 sessions per year.
Inclusion and communication
You said:
“Activities need to feel more inclusive.”
“Communication needs to improve.”
We did:
Providers received training to create sensory‑friendly and inclusive spaces.
We send monthly updates, attend PEGiS groups and run Meet and Greet sessions.
Booking
You said:
“Booking is too difficult.”
We did:
The booking system is now:
- Simpler to use
- Mobile‑friendly
- Available in more languages
Places are allocated fairly, not on a first‑come‑first‑served basis.
Age‑appropriate activities
You said:
“We need more for little ones and older teens.”
We did:
We added stay‑and‑play sessions, youth clubs, life‑skills activities, outdoor sessions and animal therapy.
SEND transport
Applying and contacting the team
You said:
“It’s too hard to apply for SEND transport.”
“We can’t easily contact the transport team.”
We did:
We launched a new online SEND transport application portal.
We also introduced a direct phone number for the SEND Transport Team: 01782 233737.
Routes and timescales
You said:
“Routes should be ready for the start of September.”
We did:
All children who were new to transport, or already using it, had routes in place for the first day of school.
You said:
“Applications should be processed quickly.”
“Children should be added to routes as soon as transport is agreed.”
We did:
Applications were processed faster than required, and most children were added to routes within around 15 working days.
Improving the Local Offer website
You said:
“The Local Authority does not invest in the Local Offer.”
We did:
The Local Offer website was brought in‑house, giving greater control, faster updates and more flexibility.
A Local Offer Development and Engagement Lead was appointed in September 2023.
You said:
“Nobody tells you about the Local Offer.”
We did:
We share communications with families, schools and partners, work with numerous organisations around the city, attend community events and schools and follow an ongoing communications plan.
Accessibility and navigation
You said:
“The website isn’t multilingual or accessible.”
We did:
A translation tool is now available, and we are working towards more audio and video options.
You said:
“It’s hard to find what you’re looking for.”
“The website has too much text.”
We did:
We improved tagging, navigation and layout across the site:
- The search bar is now at the top of the homepage
- Images are clickable as well as text
- Content is broken into clearer, shorter sections
Schools, newsletters and activities
You said:
“It’s hard to find information about special schools.”
We did:
School and college listings now clearly show age ranges, with improved tagging by need.
You said:
“There should be a newsletter.”
We did:
We launched newsletters for professionals (December 2023) and families (January 2024), both available on the website.
You said:
“Parents need clearer information about local activities, especially during school holidays.”
We did:
We added an activities calendar to the homepage and co‑produce holiday activity round‑ups with the Parent Carer Forum.
We will keep listening
We are committed to listening to feedback and improving the SEND Local Offer so it works better for children, young people and families in Stoke‑on‑Trent.