You Said, We Did – Communication with EHCP Casework Officers
- Oxfordshire Parent Carers Forum
- May 6
- 2 min read
One of the key things we hear time and again from parent carers is how frustrating it can be when communication with your EHCP Casework Officer breaks down. Whether you’re waiting on updates, responses, or just clarity about what’s happening with your child’s plan, the silence can be incredibly stressful.
You told us that long delays and unclear contact routes were causing stress and frustration, making an already challenging process even harder to navigate.
We raised this feedback again directly with Oxfordshire County Council (OCC), and they’ve now responded with clearer guidance on how to escalate issues within the EHCP Casework Team when communication falls short.
OCC’s Response: Communication Escalation Process for EHCP Casework
OCC have shared that they are committed to providing a high-quality service and understand how vital it is for families to receive clear and timely communication. They’ve also acknowledged that this hasn’t always been the reality for families.
To support better communication, they have now outlined an escalation process to follow if you do not receive a response within five working days (which is their internal target for replying to parent carers and professionals).
Step-by-Step: What to Do if You Haven’t Had a Response
1. Contact your assigned EHCP Casework Officer or Assessment Officer
This is your first port of call. They know your case best and are expected to provide updates, answer questions, and support you throughout the process. If your child is in the middle of a statutory assessment, this will be your Assessment Officer.
2. Contact the Business Support Team
If five working days have passed without a response, call the Business Support Team on 01865 815275. They will direct your concern to the appropriate person and ensure it’s flagged.
3. Escalate to the Senior Casework Officer
If you’re still not getting anywhere, the next step is to escalate your concern to the Senior Casework Officer, who manages the team and has the authority to step in and resolve issues.
4. Further escalation to the Lead Casework Officer
For ongoing or more serious concerns, you can contact the Lead Casework Officer. They will make sure your concerns are taken seriously and responded to with the care and attention they deserve.
Additional Information
To help you understand more about the team and how they’re structured, you can view the latest casework team update here:
OCC have also shared a structure chart (attached at the end of this post) which outlines team roles and lines of escalation.
As a helpful tip: most email addresses follow the format
For more info on requesting an education, health and care needs assessment, visit here: https://www.oxfordshire.gov.uk/children-and-families/oxfordshire-send-local-offer/education-health-and-care-plans-and-assessments/request-education-health-and-care-needs-assessment/start-your-request
We know how exhausting it can be to feel like you’re constantly chasing updates. We hope this clearer route helps you feel more empowered to ask for the responses you deserve. We’ll continue to share your feedback and push for improvements where they’re needed most.
If you have any experiences you’d like to share—positive or negative—you can fill in our feedback form or email us at info@oxpcf.org.uk. We’d love to hear from you.
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