Complaints in the age of AI: What governors and trustees need to know webinar
NGA has joined forces with Browne Jacobson to deliver this timely 40-minute webinar for governors of maintained schools, trustees of academy trusts and local governors in multi-academy trusts.
With complaints becoming both more frequent and more likely to be escalated quickly rather than resolved at an early stage, and with AI now shaping the way complaints are written and presented, this is a timely opportunity for boards to reflect on their strategic and cultural role. The focus of the session is on the strategic role of governors and trustees, covering vision and values, complaints procedures training, and the systems and processes that underpin effective complaints management.
Using real-world case studies and interactive polling, the session will cover:
- understanding how AI has changed the complaints landscape and what your board should do in response
- how to use complaints data to drive school and trust improvement, including through complaints audits and post-complaint case review
- data complaints and their governance implications, including the new statutory requirements under the Data (Use and Access) Act and what good board-level oversight of these obligations looks like in practice
- a brief overview of when governors and trustees become directly involved in complaints, including at the formal complaints and complaints panel stages
Governors, trustees and local governors will leave with a clearer picture of their board's role in complaints oversight and at least one practical step to take back to their school or trust.
Rani Kaur
Head of Advice
Rani oversees NGA’s Advice team and GOLDline service. She leads on the SEND and premises management policy areas and manages NGA’s work on equality, diversity and inclusion. She is co-chair of an infant and nursery school in Solihull.
Victoria Hatton, Partner, Browne Jacobson
Vicky is a partner and has been practising education law since 2010. Her areas of expertise include academy projects, governance and student related matters. Vicky is ranked as a ‘Rising Star’ in Legal 500 for 2021.