Primary school headteachers have criticised “ridiculous” wait times on the Standards and Testing Agency helpline during key stage 2 Sats week.

Heads have voiced concerns that the helpline seemed to be “completely underprepared” to deal with testing week, with many saying they were unable to get through to ask for advice about the running of Sats.

This week’s KS2 tests are the first Sats to take place since the summer of 2019 because of the Covid pandemic. 

One primary head from London, who wished to remain anonymous, told Tes he tried calling 25 times on Monday for guidance on a timetable variation. 

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He also sent an email to the STA but said that he has, as yet, received no response.

The head said that, as a result, the school had “gone ahead and made arrangements” based on their understanding of the written guidance.

Michael Tidd, primary school headteacher at East Preston Junior School in West Sussex, branded the wait “ridiculous” and said the helpline seemed “completely underprepared”.

He tried “plenty of times” to get through to the helpline yesterday and said either that he “couldn’t get any answer”, or “listened to two minutes of data processing and ‘we’re busy’ notices only to get cut off as soon as I selected option one for key stage 2 test admin”.

Mr Tidd said that while it was perfectly understandable that the helpline will be busy this week, it could potentially leave groups of pupils in test conditions for hours waiting on a response.

Concerns over the guidance

There are also concerns over the guidance offered alongside the Sats.

Mr Tidd said “the fact that the line is so busy” suggested that “the quality of guidance is insufficient in too many areas”. 

He added: “The fear of being accused of maladministration means that school leaders are desperately trying to do the right thing, and so they’re clogging the lines with queries where, honestly, the answer should probably just be, ‘do what you think is best’. But who’s going to take that risk?”

Another primary head in London, who also wished to remain anonymous, said they finally got through after almost an hour and a quarter.

However, they said one query, which was about what information would need to be reported to the assessment gateway, was left unanswered.

Teachers have also posted on social media to raise concerns about the situation.

A maths specialist primary teacher said she remained on hold to the helpline during the duration of lunch duty.

She added: “If they made the guidance clearer, we wouldn’t need to call!”

Year 6 teacher Charlotte Donaldson said her school was on hold for an “hour and a half yesterday”.

And Emma Hill, headteacher at Anston Hillcrest school in Rotherham, said she tried calling four times and gave up after being on hold for “nearly an hour”.

Sarah Hannafin, senior policy adviser at the NAHT school leaders’ union, said school leaders need “swift and accurate answers” to questions about the Sats and their administration.

Ms Hannafin said it was “absolutely vital” that helplines have “sufficient capacity and those taking the calls have sufficient training to support those contacting them”.

She explained it was “hugely concerning” to hear that teachers were having difficulties getting through to the helpline.

“Schools deserve better support than this.”

The DfE is aware there have been issues with the wait times and is resolving the issue by making additional experienced staff available across contact routes.