Lifelong Learning policies and procedures

Mobile phones

Your tutor might ask you to use your phone as part of your learning to find information, for example, to search websites or use the calculator. Please be aware that you should not be using your phone to text, email or chat during the class. Your tutor will discuss ground rules with you.

All mobile phones should be switched off or turned to ‘silent’ during learning sessions. Your tutor will tell you about this.

Learners should speak to the tutor about leaving phones on if they are expecting an urgent call.

Examination information for learners

We need to ensure that learners are entitled and sufficiently prepared to take an exam. We need to ensure that staff have adequate time to process an examination entry.

Tutors should include the scheduling of exams for individual learners in the ongoing administration of their course. It is a key part of tutor planning to schedule assessment activities for learners.

We need to ensure that examinations are carried out according to the protocol set down by the examination boards, and that papers are stored, transported, and mailed securely, and that results are processed systematically.

The examination policy

Section A - Registration

A learner must have completed an enrolment form, and the learner details must already be on the MIS Database in order to be eligible for an exam.

A learner must have tuition fees paid up to date prior to being registered for an exam, where applicable. The Examination officer must check this prior to Exam Registration.

The tutor must confirm that a learner is in a position where a successful result can be reasonably expected.

Section B – Invigilation of examinations

The invigilator should be a responsible member of the management, tutor or admin teams, preferably with previous invigilation experience.

The invigilator must refer to the specific requirements of the individual examination boards in good time prior to the examination and must adhere to all aspects of that policy. This will include spacing of students, timing of the examination, items allowed or not allowed in the room etc.

The invigilator or test administrator must be aware of any time concessions which have been allocated to an individual student. This information will be supplied by the exams officer.

Section C -  Processing of examination results

Examination results may arrive in the post or by email, normally to the Examinations’ Officer.  Results should be copied to the MIS Officer.

When information about results has been processed, the student may be informed of the result (results should not be given over the telephone) where result slips for students are sent by the board or a print out of the individual test result can be made by the Exams Officer.

Where certificates are the only source of evidence of results, they should be photocopied by the Exams’ Officer prior to being mailed to the student.

Malpractice and maladministration

This relates to suspected or actual malpractice and maladministration on the part of candidates, centre staff and any others involved in providing the qualification under consideration. It is also for use by Ascentis staff to ensure they deal with all malpractice and maladministration investigations in a consistent manner.

It sets out the steps a centre, learners or other personnel must follow when reporting suspected or actual cases of malpractice and maladministration and Ascentis’ responsibilities in dealing with such cases. It also sets out the procedural steps Ascentis will follow when reviewing the cases.

Maladministration

Maladministration is essentially any activity or practice which results in non-compliance with administrative regulations and requirements and includes the application of persistent mistakes or poor administration within a centre (for example, inappropriate learner records).

Malpractice

Malpractice is essentially any activity or practice which deliberately contravenes regulations and compromises the integrity of the internal or external assessment process or the validity of certificates. It covers any deliberate actions, neglect, default or other practice that compromises, or could compromise:

Statement updated December 2022.

Complaints Statement

Definition – What is a complaint?

A complaint can be made by any person using the service, at any time, about something or someone they are dissatisfied with or about.

This Policy must be followed if the complaint cannot be sorted out immediately and needs follow up action.

Any complaint alleging fraud or corruption must be brought to the immediate attention of the Chief Executive of Wirral Council.

Verbal Complaints will be looked into and acted upon where possible, learners will be asked to put a complaint in writing if a formal response is asked for or appropriate. 

For learners wishing to make a complaint, they should follow guidance given in the Learner Information Booklet.  Their first port of call may be the tutor, however there is an email address and phone number printed in the booklet for where complaints to be sent.

The quickest and simplest way to make a complaint or to give feedback is via the website Complaints, compliments and feedback | wirral.gov.uk However if preferred it can be by email or letter or contact the Customer Feedback Team via the Council’s main switchboard, who in the first instance may be able to offer support and forward on the complaint. 

Contact details are: 

Customer Feedback Team
Wirral Council
PO Box 290
Brighton Street
Wallasey
Wirral
CH27 9FQ 

Tel: 0151 606 2004 or email: customerfeedback@wirral.gov.uk

Tutors record any incidents, minor complaints, suggestions from learners. These should be shared as appropriate to the Curriculum Leaders/Business Support Manager or reported to DSL’s if under a safeguarding concern. 

Admin Staff will discuss any minor complaints they receive with the Business Support Manager, and the process will be followed dependant on the complaint

Complaints are investigated by the Wirral Borough Council Customer Feedback Team.

The Stages of the Complaints procedure

Stage 1 - Resolution 

  • This is the first opportunity for the service to resolve a complaint. Most complaints are resolved at this level, and the Team Manager or a Senior Manager responsible for the service area complained about to investigate and respond
  • The aim is to respond to any allegations within 15 working days. However, if this is not achievable, contact will be made to advise of this, and a realistic response date will be given.
  • Contact will be made with the outcome of the investigation and what, if any, actions have been taken to resolve the complaint
  • In the unlikely event that a response is not received within 10 weeks; there is an entitlement to escalate the complaint to a more senior officer within the relevant service area as per the Corporate Complaints Policy – April 2026

(unless advised that an ongoing investigation is taking place. The quickest and simplest way to escalate a complaint is via our website Complaints, compliments and feedback | wirral.gov.uk quoting your original complaint reference number.

What happens if not satisfied with the response from Stage 1 Resolution

Stage 2 – Review Stage 

  • If dissatisfied with the response received at stage 1, a request can be made that the Council carries out a stage 2 review, and this will be undertaken by a Senior Manager from another service. Clear points of the dissatisfaction will need to be given and why the response was not what was expected. Please be aware that the review will be focused on the initial complaint that was submitted and, under normal circumstances, will not consider fresh issues that have not been raised at the outset.    
  • It is imperative for the purpose of transparency and independence that any Stage 2 review is conducted by an independent Senior Manager. This manager, even though they may not have the detailed technical understanding of a specific subject area, will have the ability to request specialist and appropriate support as well as make recommendations, implement findings and apply influence when required
  • The aim is to respond within 25 working days, but contact will be made if it will be longer. Again, if a response is not received within 10 weeks, there is an entitlement to escalate the complaint to a more senior officer (unless advised that an ongoing investigation is taking place. The quickest and simplest way to escalate a complaint is via our website Complaints, compliments and feedback | wirral.gov.uk quoting your original complaint reference number.

What happens if not satisfied with the Stage 2 Review 

Should there still be a dissatisfaction the Local Government and Social Care Ombudsman can be asked to review the complaint. 

The timeframe is usually have up to 12 months to do this, starting from the date the initial complaint was made, not from the date of this letter. The Ombudsman will normally only consider complaints made within that time but can decide to look at older complaints if there is a good reason to do so. The Ombudsman looks at individual complaints about councils and some other organisations providing local public services. It investigates matters fairly and impartially and is free to use. There are some matters the Ombudsman cannot or will not investigate. In these cases, it will clearly explain the reason for its decision. 

The Ombudsman’s contact details are below.

Anonymous Complaints

These are recorded if they are specific / detailed and corrective action taken as appropriate, however, in general, no formal investigation will take place. 

Publicity

Complaints Guidance is displayed in the Learner Information Booklet, which is updated annually. Each learner receives a copy of the booklet when they join a class.

Analysis and Corrective Action

Action may be taken to deal with the root causes of complaints through changing procedures, staff development.

Storage and Archive

Both written and electronic details of complaints will be stored for a period of no less than 6 years.

Appeals statement

Wirral Lifelong and Family Learning service is committed to enabling learners to challenge an assessment decision (within certain restrictions). This will help us to improve the quality of the service.

If you think your exam result or your assessment is wrong, you may be able to appeal.

Reasons to appeal

  • the way it was carried out, for example, not given enough time; notice; noisy; cold room and so on
  • the way it was marked

What you should do:

  • appeals must be in writing, fill in the comments and complaints form in the learner information pack; ask a member of staff if you need help
  • pass the form to Leasowe Centre or the admin team at the centre
  • we will work with internal staff then appeals panel or exam body to look at the appeal and decide what will happen next
  • you will get a response within 30 working days

What may happen

  • original mark or result stands
  • assessment or work is resubmitted
  • assessment is reconsidered
  • you will be told in writing the outcome of your appeal

Help with making appeals

We aim to ensure that the appeals process can be used by all learners, please speak to a member of staff if you would like help with an appeal.

Attendance and punctuality

It is important to attend every class and be on time in order to get the most from your course.

Wirral Lifelong Learning service aims to meet its objectives in optimising attendance and punctuality of learners participating in all courses, including subcontracted provision. It aims to provide a framework for consistent and effective management of learner attendance ensuring all learners are supported to be successful in their chosen area of learning.

If you cannot come in to your class for any reason, you must telephone us on 0151 666 3330 or email lifelonglearning@wirral.gov.uk

Authorised absences

If a learner knows that they will be absent from a session, they should inform their course tutor or administrator as early as possible, providing a reason for the absence. This process should be discussed with learners during induction.

Unauthorised absences

If a learner does not attend a session and they have not been in contact with the course tutor or the administrator, we will contact the learner within 24 hours of the absence to find out the reason for non attendance. We may offer appropriate support to encourage the learner to resume course attendance.

Punctuality

Learners are expected to be on time for sessions and attend for the full duration of the session. This is to avoid disruption to the session both for individuals and the group. If a learner has a valid reason for on-going late arrival or early leaving and the session can be managed appropriately for both the individual and the group then the reason should be recorded on the register.

Punctuality is an employability outcome so it’s important to be on time.

Monitoring and improving learner attendance and punctuality

Support and guidance should be offered to learners where their general attendance and punctuality is having an impact on their success and/or having an impact on other learners within the group. Evidence of support or any action plan should be kept in the tutor file.

Actions:

  • tutors will ensure all learners are aware of attendance and punctuality expectations and who to contact to report a reason for absence
  • learners will contact us to tell us if they cannot attend
  • reasons for absence will be recorded on the register
  • learners who are regularly absent or late for sessions will be offered support to discuss any issues with the opportunity to agree an action plan. Where an action plan is required it will be kept in the tutor file and reviewed at key points during the course
  • poor attendance and or punctuality may result in a learner being withdrawn from the course

Lifelong Learning subcontractors

For further information about our subcontractors policies and declarations, they are available to view below.