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Message JUNE 2025BNSSGSENDIAS SERVICERECOMMISSIONINGParent CarerFeedback

We would like to thank all the parent carers who attended the listening events, as well as those who completed the survey and registered for Bristol Parent Carers sessions. Parent Carer feedback is invaluable and will play a key role in shaping the recommissioning of the service to ensure it meets theneeds of local families as effectively as possible.E X P L O R I N G T H E J O U R N E YDuring the in-person and online events, parent carers shared theirexperiences of using the SENDIAS Service, which is currently providedby SEND and You across Bristol, North Somerset and SouthGloucestershire.Parent carers provided valuable feedback on the support they received,highlighting the most important aspects of the service for families. This inputwill help ensure the recommissioned service best meets the needs of localfamilies, while also delivering the minimum SENDIAS Service requirements.Page 2I N T R O D U C T I O NThe SENDIAS (Special Educational Needs and Disabilities Information, Adviceand Support) Service is being looked at across Bristol, North Somerset andSouth Gloucestershire (BNSSG) to make sure it is working in the ways thatfamilies need, while still meeting national standards.To help with this, the Parent Carer Forums (PCFS) across BNSSG hosted a joint online listeningevent with staff from Bristol and South Gloucestershire councils. Bristol Parent Carers also helda smaller in-person session and gathered views passively via online bookings for other events.PCFS across BNSSG usually try to give families 6-8 weeks notice for events, but due to localcommissioning schedules, the events had a shorter lead-in time of just 4 weeks.17 parent carers signed up and 12 attended the event to share what had helped themand what worked well. Another 32 parent carers from across BNSSG filled in a short survey viaa Microsoft Form to give their views. Separately, 56 parent carers in Bristol shared their thoughtswhen booking onto Bristol Parent Carer practitioner-led sessions, and 65 families gave feedbackduring peer support sessions.

“The servicehas been soflexible andresponsive”“Accessingthe service isa bit of alottery”How were the events planned and advertised?“It was sohelpful beingable to speakto a personon thephone”“The websitecan be hardto navigateunless youknow whatyou arelooking for”“Speaking tosomeone who isskilled andknowledgeableis so helpful”“In myexperience the service has beenimpartial”“Working fulltime is a realbarrier togetting thehelp we need”“Readinginformationonline doesn’treally help me”“It sometimesseemsimpossible tofind the rightadvice”Page 3The events were advertised four weeks in advance on each Parent CarerForum's Eventbrite pages.The dates and times of the sessions were shared directly with families ineach area via direct mail and on social media, with at least two updates in each area. The events were also shared with schools and practitionersworking across social care and health, as well as 14 SEND groups in Bristol,who were asked to pass the information on to their members.Families could provide their views by completing a Microsoft Form or byattending a joint online session with the BNSSG Parent Carer Forums.Bristol also hosted an in-person session and gathered views passively from families booking onto other events provided by Bristol Parent Carers.What did parent carers at the listening events tell us?“The currentprovider goesabove andbeyond”“I found thewebsite veryhelpful andwellorganised”“There shouldbe adedicatedperson tosupportfamilies”

Page 4Parent carers across BNSSG registered to take part in thelistening events or filled in a short survey via a Microsoft Form.12 registered for the online session and 5 registered to attendthe in-person session in Bristol. 12 attended. 32 parent carerscompleted a Microsoft Form.4922% of the parent carers who shared their views via BristolParent Carers were from global majority groups.62% of the 49 parent carers who registered to attend thelistening events or completed the Microsoft Form werefrom seldom-heard groups.Audience Metrics & ResponsesParent carers booked onto Bristol Parent Carer informationsessions or webinars, and Bristol families contributed theirviews on the recommissioning in a passive manner. 121170Parent carers in total contributed their views on the SENDIASService recommissioning.

What’s the most important thing the SENDIAS Serviceshould get right for families?Page 5Clear and Accessible InformationFamilies want simple, step-by-step advice to help them understand SEND law, fill in forms,and know what support is available. It is important that the information is easy to find andmakes sense, and that there is someone consistent to talk to.Support for Families Before CrisisParent carers told us it is vital to get help early, before a child starts missing school orreaches crisis. They want to understand their options and feel confident asking for support,and they want to know about the SENDIAS Service as early as possible, right from the start of their journey with SEND.Improved CommunicationFamilies said having contact with the same person who knows their story makes a bigdifference. It builds trust, saves them from repeating everything, and helps them feel supportedrather than alone.We asked parent carers who booked onto the listening events and completed the Microsoft Form(49 responses) the same questions. Families who registered but couldn't attend (5 responses)and those attending practitioner-led sessions (56 responses) also answered 3 key questionsrelated to the recommissioning. Additionally, 65 families shared their views on one key questionduring peer support sessions hosted by Bristol Parent Carers.Understanding Needs and Removing BarriersParent carers told us they value services that recognise the impact of trauma, understandneurodiversity, and are aware of how systems may not always work well for every family.There is an opportunity to build on the strengths of the SENDIAS Service by continuing toinvest in staff training around trauma-informed and neurodiversity-aware approaches,ensuring information is consistently clear and accessible (including support with forms), and supporting families to navigate systems with empathy and understanding.Respect for Lived ExperienceFamilies want their knowledge to be taken seriously. They ask professionals to work withthem, not against them, and to understand they are doing their best in a system that is hardto navigate. They would like the service to help other practitioners understand this.

SEND Law SEND Policies SEND Processes Local Support01020304050Number of responsesYes50%I am not sure35%No15%Page 6How important is it to you that the SENDIAS Service givesclear and easy-to-understand information and training tohelp you learn about...Do you feel that the SENDIAS Service provides impartial advice and support?“It was really helpful to speak tosomeone who wasn’t taking sides –just giving me clear information so Icould understand what my optionswere”“This system can make you weary as there is so much misinformation - it’s hard to know who to trust”

Page 7What support and/or advice is most important to you as aparent or carer, from the local SEND advice and supportservice? (122 responses)8729.3%3812.8%3511.8%3311.1%3010.1%3010.1%248.1%186.1%20.7%Clear advice about early support for my child in schoolOnline guides or resources you can access at any timePractical advice on next steps for your child's education/careInformation on your rights as a parent carerHelp navigating school or local authority processesSupport at meetings (e.g., with schools, local authorities)Someone to listen and understand your concernsClear advice about EHCPs (Education, Health and Care Plans)Parent Carers’ PrioritiesWhat would be your preferred method of accessing support and advicefrom SEND and You? (165 responses)In person 1:1 support between 9-5pm In person 1:1 support after 5pm In person 1:1 support by appointmentHelp via a 1:1 telephone line between 9-5pm Help via a 1:1 telephone line after 5pm Help via a 1:1 telephone line by appointmentOnline group based help and support via webinars and information sessions Other0 10 20 30 40 50mmtmmtsrNumber of responsesParent Carers’ Top Priorities

Page 8Thinking about the SENDIAS Service; what’s the biggest issue facingfamilies like yours when trying to get help for your child or young person?Getting the right help within the school, and themunderstanding how important the disability is (even thoughyou might not see it)Lack of services for children unable to attend school settingI did not manage to get through the process to appeal anEHCP to the tribunal in time because I couldn't work outhow to get a mediator in timeGetting consistent accurate informationZero support and progress with the NHS and the only thing theycan say, speak with school, my kid is struggling with ADHD andunable to learn properlyEnsuring the school understands my child, his needs and knowwhat support they need to give - but also that they have thesupport they need in order to do what is requiredUnconscious bias and general discrimination, institutionalisationof schools. Conflicting priorities between families and schools,lack of interest in coproductionCommunication with the family, 1:1 visits to make a connection withmy child and family, support in the outside world, getting mydaughter involved in activities outside of the home

Page 9Knowing where to go and understanding how to navigatethe journey aheadThere is a huge lack of support and education within the widersociety which makes things difficult. We are also fighting withbudget cuts and lack of resourcesLack of support and guidance on how to proceed now hehas a diagnosis and who to go toAccess to real life people to speak to with the skills andexperience in SEND needsWhat’s the biggest issue facing families like yours when trying to gethelp for your child or young person?Lack of support from school and local authority. Schools nothaving the funds or resources to meet children's needsThere are not enough SEND schools out there, also there isnot enough funding for organisations to help and supportfamilies like mineCAMHS thresholds being so high and pushbacks betweenschool and servicesThere are lots of awareness raising and information sessionsetc, but more pragmatic help like recommended tutors ormediators would be great

We will share what families told us directly with commissioners. Thismeans the commissioners can think carefully about how the SENDIASService recommissioning could best be shaped to meet local needs.We will explore how the recommissioning of the SENDIAS Service canstrengthen stakeholder awareness earlier in the SEND journey. This couldinclude working with schools and other services to clearly explain whatthe service offers, what it does not provide, and how families can accesssupport.Families told us they want support earlier, before problems escalate. Wewill explore how local services can respond more quickly and effectively,so that SENDIAS Service resources are not so heavily drawn into statutorywork. This would help free up the service to support families earlier in theirjourney, as intended in the national SENDIAS Service standards.We will continue working closely with commissioners throughout theprocess. Once this report has been reviewed and the outcomes of ourengagement considered alongside feedback from children and youngpeople, we will create a clear "You Said, We Did" document. This will help families understand how their voices have influenced therecommissioning of services. Parent carers raised issues that go beyond the SENDIAS Service. We willalso use this feedback to shape our wider co-production work with localSEND services and decision makers.Improve early awarenessShaping the recommissioning processNext stepsResponding to early needsWorking together and feeding backInforming wider co-production workPage 10

What willhappen asa resultof the listening eventsand how will parentcarer participationshape next steps?Active InvolvementBy attending the events and hearing a wide range ofparent carer experiences, the commissioning teamgained a better understanding of what matters most tofamilies and what they need from the service.Looking at the problemCommissioners listened to families’ feedback to identify keyareas for developing the existing SENDIAS Service, ensuringit continues to meet the evolving needs of local families.Doing with, not to or for parent carersLocal parent carer forums will share what families said withservice planners across BNSSG, so the updated SENDIAS Serviceis designed with families, based on what matters most to them,not planned for them without their input.Family centred approachWe worked with families across BNSSG to ensure theirvoices shaped the future SENDIAS Service through events,surveys and peer support sessions, focusing on whatsupport matters most to them.Transformation that worksThe feedback from families will ensure that changesare focused on areas that work for local families andsupports their needs effectively.Page

Page 12More informationThe commissioners and parent carer forums acrossBNSSG will meet to discuss what families have toldus.All feedback will be carefully considered to helpshape the focus of the new service offer, aiming toreflect what matters most to families.SEND and You are the current SENDIAS Service provideracross BNSSG and will continue in this role until March2026.The retender process will conclude in May 2026 and anew agreement for the next 3 years will be put inplace.Thank you to all the families who shared theirvaluable insights and experiences, helping shapeservices that truly meet local needs.To stay up-to-date, sign up to your local parent carerforum newsletter:Bristol: https://bit.ly/3UGAyCGNorth Somerset: https://bit.ly/3F1wuaCSouth Gloucestershire: https://bit.ly/4k35M04