Guiding principles for the Local Offer website

Parents should be able to quickly find what they are looking for, without needing specialist SEND knowledge.

This means we will:

• Have a search function that recognises common words, keywords and similar terms
• Organise information in a clear, logical structure with easy‑to‑use navigation
• Use clear, descriptive categories and sub‑categories
• Help users find relevant information on each page (for example, using topic links at the top of the page)

Information on the Local Offer website will be clear, easy to understand, and written with families in mind.

This means we will:

• Use clear, concise, plain English and avoid the use of jargon wherever possible
• Clearly explain any specialist words, terminology or acronyms
• Meet all required web accessibility standards so information can be used by everyone
• Clearly show the difference between legal requirements, local policy, and guidance
• Use an honest, supportive tone that reflects families’ lived experiences

We want families to be able to trust the information on the Local Offer website.

This means we will:

• Regularly check and review all Local Offer website pages
• Clearly show when each page was last updated
• Regularly remove/archive information that is no longer relevant or up to date
• Communicate openly and clearly about changes to services

We present information in ways that support understanding and make it easier to find what you need.

This means we will:

• Use bullet points and concise writing to make information easy to read
• Use flowcharts, timelines and diagrams where they help explain processes or next steps
• Share information in different formats, such as text, diagrams, audio and video (where possible), with transcripts provided
• Provide guidance documents and signpost to ‘what to prepare’ guides and checklists where these are helpful

We want families to feel confident and informed when using the Local Offer website.

This means we will:

• Clearly explain what support and services are available
• Share information about changes to services as early and clearly as possible
• Explain where information comes from and when it is based on guidance, policy, or legal duties
• Share the SEND improvement plans and related updates
• Use data responsibly and transparently, explaining what it shows, the data source and any limitations

We recognise that every family’s experience is different, and that seeking support can sometimes feel difficult or overwhelming.

This means we will:

• Acknowledge and respect the lived experiences of children, young people, parents and carers
• Use kind, supportive language that recognises the emotional impact of families’ experiences
• Signpost to crisis support, wellbeing services, and parent carer resources where this may be helpful
• Share real‑life experiences and anonymised stories where these are helpful, appropriate and practical

We value your experiences and views and want them to shape how the Local Offer website continues to improve.

This means we will:

• Offer different ways for families to share feedback and get involved, including opportunities to help shape the Local Offer website and related services
• Regularly share ‘You said, we did’ updates so you can see how your feedback has led to changes and improvements

Information in the young person section will be clear, easy to understand, and written with young people in mind.

This means we will:

• Use clear, concise, plain English wherever possible
• Clearly explain any specialist words, terminology or acronyms (and avoid the use of jargon)
• Meet all existing web accessibility standards so information can be used by everyone
• Clearly show the difference between legal requirements, local policy, and guidance
• Use an honest, supportive tone that reflects young peoples lived experiences
• Content will be shared in a clear structure so that young people can quickly find and make sense of what they need.

Example:

Reducing the amount of text on several pages to help ensure the content is concise and easy to understand.

We will recognise that people access information differently. Content will be available in a range of formats, including videos, visuals, guidance documents and real-life stories, to support understanding and choice.

Examples:

• Adding a video to help explain the testing that the ATLAS group completed on the helpful Aubin journey planning app.
• An image of the timeline for the EHC needs assessment process timeline is currently being produced by our design team.

The young person section will be accessible to as many people as possible. We will present information in ways that support understanding and make it easier to find what you need.

This means we will:

• Use clear headings, consistent layouts and readable fonts
• Use bullet points and concise writing to make information easy to read
• Use flowcharts, timelines and diagrams where they help explain processes or next steps
• Share information in different formats, such as text, diagrams, audio and video (where possible), with transcripts provided
• Provide guidance documents and signpost to ‘what to prepare’ guides and checklists where these are helpful.
• Navigation will be simple, with large buttons and accessible features to support different needs.

Examples:

• All content goes through an accessibility checker before being added to the Local Offer website.
• The home page of the young person section has been updated and categorised into subpages to ensure it is easier to find the information young people are looking for.

Information will be structured in a way that reflects what matters to young people in their everyday lives. This includes areas such as education, health, friendships, hobbies, travel, independence and support, making it easier to find relevant information quickly.

The content should also be suitable for young people in the age group who are transitioning into secondary school as many young people are using technology to research support independently.

The Local Offer will help young people understand their choices, rights and next steps. Information will be designed to build confidence, support decision-making, and encourage independence.

Examples:

• The tiles in the Young Person section were grouped and prioritised according to topics that are of importance to young people, and new sections were added on volunteering, physical and mental health.
• Preparing for adulthood for young people with additional needs and disabilities guide
• Next steps guide

Young people should feel confident that what they read reflects the support and services available to them. We want young people to be able to trust the information in the Local Offer website.

This means we will:

• Regularly check and review all Local Offer website pages
• Clearly show when each page was last updated
• Ensure information is accurate, current and reliable
• Regularly remove/archive information that is no longer relevant or up to date
• Communicate openly and clearly about changes to services

Examples:

• Regular content updates and link checks are completed the Local Offer team in collaboration with SMEs.
• The date thatmthe webpage was last reviewed is included at the foot of each webpage.

The Local Offer will feel approachable and supportive. Young people should be able to explore the site easily, understand their options, and find help quickly without feeling overwhelmed.

• Create a welcoming tone that feels friendly, supportive and reassuring rather than formal or overwhelming
• Use real-life examples or scenarios where possible, to make information relatable and easier to understand

Examples:

• There is a welcoming video about the Local Offer featured on the landing page which was created by the Department for Education.
• Information about how young people can use Surrey’s libraries has been added to the ‘friends and community’ section. A promotional video created with Surrey Youth Voice can now be found in this section. This helps ensure the information is relatable and easy to understand.

Young people will be involved in developing and reviewing the Local Offer. Their feedback will help ensure the content is relevant, accessible and genuinely useful.

We value their experiences and views and want them to shape how the Local Offer website continues to improve.

This means we will:

• Make feedback easy, so young people can say if something isn’t clear or helpful
• Offer different ways for young people to share feedback and get involved, including opportunities to help shape the Local Offer website
• Regularly share 'You said, we did’ updates so you can see how young people’s feedback has led to changes and improvements

Examples:

• Regular content reviews with young people representatives, the Local Offer team and subject matter experts in relevant services.
• The Local Offer team developed this set of guiding principles for the young person section of the Local Offer with representatives from the ATLAS group.
• Following feedback gathered from young people, information and videos produced by Surrey Youth Voice have been added to the Young Person section of the Local Offer about the Sunflower lanyards scheme and promotion of the ATLAS group.