Local Authorities must arrange for children with SEN or disabilities for whom they are responsible, and their parents, and young people with SEN or disabilities for whom they are responsible, to be provided with information and advice about matters relating to their SEN and disabilities, including matters relating to health and social care.

In North Lincolnshire this service is provided by the Special Educational Needs and Disabilities Information Advice and Support Service (SENDIASS), an in-house service situated within Evaluation, Partnerships and Outcomes for Children within the Children and Families Directorate. The service consists of three staff members, two full-time SENDIASS Officers and a full-time SENDIASS Manager.

North Lincolnshire’s SENDIASS provides free, confidential, impartial information, advice and support to children and young people with Special Educational Needs and Disabilities and their parents.

The service aims to empower families, by providing the information they need to help them to make informed choices to achieve the best possible outcomes.

The purpose of the Annual Report is to provide an overview of service activity during the academic year 2024 – 2025. This will include referral data, feedback from individuals who have accessed the service, key developments and achievements throughout the year as well as priorities for the future.

Throughout recent years, there has been a significant increase in referrals to the service from individuals seeking information, advice and support. This year, the number of referrals appeared to stabilise (at this higher level), with the overall number of referrals received consistent with the previous academic year. The most prevalent reasons for families making contact with the service remained broadly consistent with recent years.

During the previous academic year, a range of temporary adaptations to the way in which the service is delivered were introduced, including adapting the offer of SENDIASS support in meetings and attending virtually where appropriate. This has ensured that the service could provide information, advice or support to more families in response to increasing numbers of referrals to the service. This year, the changes previously implemented were embedded into practice and a range of further developments for the service were introduced. This has included the launch of online information sessions for parents and carers and the introduction of a SENDIASS Guide for parents completing a request for an Education Health and Care needs assessment.

Throughout the year, commissioning discussions regarding the future of the service have continued, taking into consideration the changes in service demand and the way in which the service is delivered.

Feedback received from those accessing the service, continues to reflect a high level of satisfaction with the information, advice or support received. This year, the overall scores have risen, which is likely in part associated with the changes to practice being embedded over time.

Referrals

A total of 540 referrals were received this year (2024/2025) which is broadly consistent with the number of referral received during the previous year.

Referral routes

Individuals seeking information, advice or support via the SENDIASS Helpline are asked how they heard about the service, this helps the team to monitor sign posting routes and local awareness. The data shows that individuals who are accessing SENDIASS for the first time, are aware of the service following an online search or through sign posting from local council and health services.

Contact Methods

The service operates a self-referral system through a Helpline and call back service, enquiry email address and an online enquiry form via the SENDIASS website. This year, the most popular method of initial contact for requests for information, advice and support was via the SENDIASS email, followed by calls to the Helpline. The online enquiry form is the least popular method of contact, however, this has increased in line with an annual increase since the online form was introduced in 2019.

Contacts

A contact refers to any single communication that has taken place between a family or professional with SENDIASS, in relation to a child or young person, including telephone calls, emails, website enquiries and virtual or face to face contacts. There have been a total of 3461 contacts during the year. This figure does not include all contacts during local events for families that SENDIASS have attended.

Response time frame

The service have continued to operate a maximum 7-working day response time frame, this is shared through the SENDIASS website and social media, as well as directly with families when they make contact with the service. Response times vary depending on service demand.

During the year, with the exception of one referral that exceeded the advertised time frame, the team have responded to all enquiries within 7 working days, with the large majority receiving a response within 5 working days or less.

Website activity

Visits to the SENDIASS website have continued to increase with a total of 33,949 visits during the year. Website data shows that with the exception of the Home Page, the EHCP information page and Contact Us page received the most visits overall.

                                                                     Referral Reasons

For each referral received, a single primary referral reason is identified based on the information shared with the service during the initial contact. Categorising referrals in this way helps the team to identify the most common reasons that individuals seek information, advice or support from the service. It is noted, that referrals frequently fall into multiple categories and may change over time. Additional referral categories are captured in service data, however, for the purpose of this report, data is focussed on the primary reasons for contact with the service and some referral categories are grouped together as they refer to similar topics.

The top referral reasons this year are broadly consistent with those identified over recent years. Referrals relating to EHCP and SEN Support categories are the most prevalent reasons for contact with the service.

                                                                                                                    EHCP 

A total of 90 referrals were received within this category which includes requests for information, advice or support that are associated with an existing EHCP.

Sub – categories include; Draft/ Contents, Cease to Maintain, Mediation and Appeal.

The most common reason that families contacted the service in relation to an existing EHCP were related to the Implementation of the EHCP in a setting, and Placement/ Section I.

 

                                                                                                                 SEN Support 

86 referrals were received within the SEN Support category, which encompasses all enquiries directly related to SEN Support in Schools.

This category includes;

-requests for general information about SEN Support processes and the Graduated Approach

-requests for help to prepare for SEN Support review meetings

-requests for information, advice or support to address a difference opinion regarding a child’s needs or the support in place

The most common reason for contact within this category was associated with parental dissatisfaction or concern about the current support in place for example, the way in which the SEN Support is delivered.

 

                                                                                                                 EHCP (pre) 

75 referrals were received within this category, which includes all referrals regarding EHCP’s, where a child or young person does not have a current EHCP.

Sub-categories include requests for general information such as what an EHCP is or advice about the Assessment Process.

The most common reasons for contact within this category relate to EHCP General information or advice, (from parents who felt their child required additional support to that currently in place, by way of an EHCP) and requests for advice and support from parents in making a parental EHC needs assessment request.

 

Community Events 

SENDIASS regularly attend local events for children and young people, parents, carers and professional in order to raise awareness of the service and provide opportunities for families to access face to face information and advice.

The team have prioritised attending local events this year as part of the offer of face-to-face information and advice, this has included;

-The Parent Forum/ North Lincolnshire Council SEND Conference, where the service held an information stall

-Parent Forum Summer SEND Event, where the provided activities and games for children and young people and were available to offer information and advice

-Carer’s Support Service Thrive Event, where the team were available to provide information and advice to parent carers

-Lets Get Ready for School Events, providing information to families whose children were starting school in the next academic year

-Life After Leggott, John Leggott College Event for students, the team met with students who were leaving college in the coming months

-Empowering SEND Event, Trent View Specialist College, providing information for young people and their parents

-CAMHS/ RDASH Fun Day, where the team held an information stall for children and young people and their families to meet the team

-Carer’s Support Service coffee mornings, offering information and advice for parent carers

-Coffee Mornings in Local Schools, providing information about SENDIASS

During recent years, in partnership with the SENDIASS Steering Group and Lead Commissioners,  changes have been made to the way in which the service is delivered in response to a significant rise in referrals over time. Whilst the majority of the changes were initially introduced on a temporary basis whilst commissioning discussions were underway, the team have continued to explore ways to develop the develop the service, refining the way in which we work in order to maximise capacity within existing resources.

Online information sessions

The service were excited to launch the first online information/ training sessions for parents and carers focussed on specific SEND topics. The sessions were introduced following feedback received during the previous year, that this would be a useful way for families to receive the information and advice they need from the service. A key focus of the sessions was not only to provide information, but to ensure that families had the opportunity to ask specific questions and for advice to be tailored to their individual circumstances.

The first session focussed on SEN Support in Schools (which was later adapted for professionals accessing the training) and an EHC Needs Assessment session was later introduced, covering EHC needs assessment requests through to final plans.

Throughout the year, the sessions and they way in which they are promoted has evolved based on feedback provided by families who have attended and/ or accessed the service. Feedback on the sessions has been consistently positive, demonstrating an increased parent/ professional understanding of the topics, and confidence in identifying next steps.

An additional session focused on Preparing for Meetings was also developed this year, following changes made to the service offer around meetings, in the previous year. The uptake for this particular session has been limited, however, the accompanying meeting preparation template that was created for parents, has been regularly shared with families as part of ongoing casework.

Guide to EHC needs assessment requests

Following an increase in requests for support from parents making an EHC needs assessment request, a new SENDIASS Guide (for parents completing a parental EHC Needs Assessment request), was co-produced with the local parent forum. This is now regularly shared, where appropriate, with individuals who are making a parental EHC needs assessment request. Whilst there are some families who require additional support to make their request, the document has had a positive impacted on SENDIASS capacity and the initial feedback suggests that this is a useful tool for parents.

SENDIASS website

SENDIASS has a stand-alone website providing a source of information and sign posting for parents, carer’s and young people. A review of the site was commenced this year, predominately focussed on the design and layout.  As the review progressed, with support from IT partners, the decision was made to expand the review to include the full website. As a result of the time required to ensure a thorough review, completion of the associated training required for the team to maintain the site into the future as well as meaningful consultation, the launch was postponed until the next academic year.

Electronic Database

The service commissioned a development day with technical support from the database provider, in order to optimise the way the recording system is used. Adaptations have enabled the service to more efficiently collate quantitative data with a specific focus on capturing themes from practice (aligned to the SENDIASS role in influencing policy and practice).

Staff Training and Development

This year, the team have completed a combination of mandatory and non-mandatory training via the host organisation (North Lincolnshire Council) and have accessed additional opportunities available through the Council for Disabled Children, IPSEA (Independent Provider of Special Education Advice) as well as commissioning training for the service ensuring that accurate and up to date information is available for those accessing the service.

This year, training has included Disability Discrimination (Equality Act), Supporting the wellbeing of Autistic Children in the mainstream classroom, North Lincolnshire Council’s Local Area Designated Officer (LADO) workshop, IPSEA Level 3 consolidation training and Anti Bullying Training.

The service manager also attended the IASSN Resource and Information Refresher to ensure the service optimise use of the online IAS network platform and associated resources, and also joined the National Helpline Managers Forum facilitated by the Council for Disabled Children.

In the final term of the year, the service began exploring and planning training opportunities for the coming year and the SENDIASS Manager volunteered to represent the region in national IAS networking meetings into the future.

The Council for Disabled Children (CDC) provide six core survey questions for SENDIASS’ when seeking feedback from those who have accessed the service and an annual return is provided to the CDC aligned to their work with the Department for Education.

The table below shows a summary of the overall feedback scores across the year and demonstrates a high level of service satisfaction.

Average feedback scores are presented below (each question is scored between 1  – 4);

How easy was it to get in touch with the service? – 3.7/4

How helpful was the information, advice or support? – 3.8/4

How neutral, fair and unbiased was the information, advice and support? – 3.8/4

How much difference did the information, advice or support make? – 3.5/4

How satisfied were you with the information, advice and support provided? – 3.7/4

How likely are you to recommend the service to others? – 3.9/4

Within the feedback questionnaire, individuals are asked an optional question about how SENDIASS has helped them, or what we could have done better. A sample of the positive comments received are included below;

• “Such a massive support with an EHCP application”

• “xx has been amazing and helped me get the help from both schools” 

• “Helped with getting somewhere with my son”
• “I know it is so hard to facilitate but the time/resources to be able to attend meetings with parents even virtually would be a huge benefit”
• “SENDIASS has helped me through so much from meetings, support, advice, EHCP processes, support with EHCPs”
• “Provide more info on financial aid”
• “xx supported me with looking in to appealing a school place refusal…..she was very helpful and explained the full procedure and my options, including mediation”
• “xx has been an incredible support to me and my family when our son wasn’t receiving the help he needed at school”
• “I have found your service extremely helpful and easy to gain required information from”
• “We’re so grateful for her dedication and guidance”
• “Everyone I have spoken to is so knowledgeable and explains things well so I’ve understood the process and aware of my rights as a parent”

In addition to the feedback received from individuals who have accessed the service, North’s Lincolnshire’s Parent Forum Co-Chair has also shared the following comments:

“I would like to express our heartfelt appreciation for your dedication and the incredible value you add to the children, young people, and parent-carers of North Lincolnshire.”

The Service Level Agreement (SLA) detailing the expectations of the service expired in 2023. Since this time, contract monitoring and commissioning meetings have continued to take place regularly with lead commissioners (and senior leaders within North Lincolnshire Council where appropriate) exploring/ monitoring the increase in service demand, subsequent impact on capacity and planning for the future.

In May 2025, the service were informed that a new SENDIASS Contract/ Service Level Agreement would be developed, formalising the changes introduced into practice during recent years. (Please note, at the time of writing this report, further discussions have concluded and a commissioning review is planned to inform future decision making).

In addition to the information provided to commissioners as part of the commissioning process, key assurance processes include;

-Termly Steering Group Meetings independently chaired by North Lincolnshire’s Parent Forum Co-Chairs. The purpose of the Steering Group is to monitor service performance including impartiality and to plan and support service development.

-Monthly updates to North Lincolnshire Council as the lead commissioner, with a more detailed overview provided on a quarterly basis, (in line with local assurance procedures), covering information such as data through to workforce matters

-Internal monitoring/ dip sampling via the exploration of specific themes, casework analysis through supervision, and reflecting on formal and informal feedback received from individuals who have accessed the service

-Service reports to the Council for Disabled Children, aligned to the publication of national benchmarking data for SENDIAS Services, typically covering core data including referral activity, feedback and compliance against the Minimum Standards for IASS’.

Referrals to the service appear to have reached a point of stability in terms of the increasing number of families seeking advice from the service during recent years. Developments across the year, have helped to maximise service capacity and we will continue to expand on these.

The service are delighted to see that the overall feedback scores are highly positive and we have welcomed the range of comments from those who have accessed the service, about the impact of the information, advice or support received.

Moving forward, the service are keen to continue to work with commissioners in the development and implementation of a new Service Level Agreement that is reflective of the current service offer and the expectations of the Minimum Standards.

Other priorities throughout 2024/2025, aligned to the SENDIASS Operational Plan include;

• Completing the review of the SENDIASS website and launch the revised site
• Continuing to deliver information sessions for parents and carers and develop the way in which the sessions are delivered based on parental feedback
• Creating/ sourcing a range of resources to support engagement with young people at local events, including games and activities
• Reviewing the Steering Group Membership with a view to increasing engagement
• Developing a training plan and accessing a range of associated training opportunities