Local Offer feedback

The Local Offer brings together information and advice, support services and what's on information for Special Educational Needs and Disabilities for anyone aged between 0 to 25.

The Local Offer sits within the Local Directory, information that is specifically relevant under the Local Offer can be accessed directly through the categories or through the search filters. Relevant information is also highlighted through a S.E.N.D. tag on the directory.

This page lists feedback from parents and young people who have been actively involved during planning, building and testing phases of the Local Offer website, here's some feedback we've received during our consultation days.



Please click on the topics below to find out what we did following feedback sessions.


You told us:

  • Needs more pictures and photographs
  • Need pictures of the activity so that you don't always have to read the writing
  • Pictures - writing is an afterthought
  • Some information on websites is old fashioned and confusing
  • Disorganised - boxes in random order, should be grouped better

What we did:

After feedback from usability sessions with members of different communities, it was apparent that people want to access information quickly. The Local Offer sits on the Bolton Council Local Directory which has recently been revamped, taking into account comments received about the look and feel.

We understand that different people like information presented in different ways. The design of the Local Offer has been developed as a result of feedback from customers and guidance that the local authority receives to make information accessible by all.




You told us:

  • Waffles on a bit, repetitive, says more about why rather than how and when
  • Full explanation of activity needed with times and dates
  • All need to have the info in the same order such as contact details etc. with the most important at the top
  • Information about who can attend and if referral is needed
  • Services need to consider who the information is for when they are writing it
  • Some services have activities on them but some don't - they should all provide the same type of information and it needs to be up to date

What we did:

Training sessions were provided for services already registered on the Local Directory to look at their details and make improvements. Additional sessions were provided for new registrations and they were also advised about what details to include to improve the experience for users.

As new users register with the local directory, we check the content that they are proposing and provide feedback to services. The registration template is designed to encourage service providers to include details of all aspects of their service.


You told us:

  • Things come up under the wrong headings
  • Search doesn’t always display results e.g. if you type 'disability football clubs' football doesn’t come up but does if you search for 'football'
  • Football search includes wheels for all
  • Random things come up when searching using keywords
  • You have to spell things right for them to come up
  • Haven’t got lots of time – 3 click rule (should be able to find something within 3 clicks)
  • Parent partnership (missing info)
  • Information is either missing or difficult to find – even a spelling mistake stops info (no good for people with dyslexia)

What we did:

We've developed the search on the local offer to help families get to the information that they are looking for quickly, this includes an auto complete function. There are also filters available for users to select, similar to what you would find on Amazon or other online shopping services.

Work has been done to ensure that service providers are listed under the correct categories so that relevant results are displayed. To ensure topical information is accessed we have included features such as best bets to ensure information is displayed at the top for users to see.

We are going to be using the management information in the Directory to help us understand where there are problems to help us make this better.


You told us:

  • Often don’t have full information such as times / dates / full explanation of activity
  • Not much information on post-16 e.g. trainee, apprenticeships – need this to be both online and face to face
  • Information about universities and Disabled Students Allowance etc.
  • More information about transition from children to adults and what the changes will be with services / finances etc.
  • Volunteering opportunities

What we did:

This feedback was really useful and we have now updated the local offer to include more detailed information about post 16 services.

All providers of services are contacted on a regular basis and asked to update their information, ensuring that accurate and relevant details are displayed. The search function has also been improved to make finding information much easier.




You told us:

  • Childcare should be a box under SEND – don’t know where to look for it

What we did:

The childcare box has now been added to the SEND information and is clearly accessible.




You told us:

  • Transport - information about free bus passes isn’t listed, link to TFGM, info about college transport
  • Transport and travel, bus / train timetables, ring and ride, travel passes, driving lessons etc.

What we did:

There is now a Travel and transport category that lists details and contact information of the relevant services.




You told us:

  • Housing, council and housing associations, how to get help with this?

What we did:

Following the consultation, relevant service providers were contacted and encouraged to register their service on the Local Directory who were then 'tagged' to be included in the Local Offer.




You told us:

  • More information about SEND reforms and personal budget payments such as how much it is and what it can be used for
  • Information about what Local Offer actually is

What we did:

Web pages have been amended on the Bolton Council website as well as additional pages created with information about the SEND reforms.


You told us:

  • Schools are linked into the local offer – should have SEN link on school website
  • Even though all the children go to school or college – this [school/college] isn’t a good source of information. SENCO's don't pass on information. Ordinary schools don't have info about SEND and if a child goes to a special school via transport you don’t have contact with the school.

What we did:

All schools have been contacted and asked to complete a form detailing their School Offer / SEN support. A link to this information is now available on their website. The local authority maintains a schools directory which lists all schools in the local area.


You told us:

  • Somewhere to contact if you know of a provider that should be on but isn’t

What we did:

There is a contact us and feedback form for users to provide feedback / comments or inform us of missing service providers.


You told us:

  • Can it be read easily on tablet / phone etc
  • Can’t be read by blind person using a screen reader. Screen readers can’t cope with text boxes and graphics.

What we did:

Following the revamp of the Local Directory, the information is user friendly when accessed via a hand held device. It is also compatible when used with a screen reader. The local directory has facilities for information to be read aloud automatically, increase text size, masking or even translating to various languages.




You told us:

  • Not everyone has access to web, so need printed information available at UCANs and children's centres

What we did:

Bolton Town Hall, UCAN centres and libraries have public access computers with support from staff. Children Centre staff will search for information and print off information when requested.

Comments will be published each year. Individual queries will be responded to in line with the Bolton Council Customer Care Policy.