Simon Langton Grammar School for Boys

The Challenge

Even in a well-run school like The Langton, complaints handling is inherently demanding. While their internal systems worked effectively, much of the process relied on Daniel’s coordination - using spreadsheets, email trails and shared folders to manage and monitor cases.

“We had a well-established process,” says Daniel Cusani, “but it was operating across spreadsheets, email threads and separate folders, which made it harder to keep everyone aligned. I wanted something that was clearer, more consistent, and easier for the team to navigate.”

Ken Moffat agrees: “Complaints are one of the most sensitive things a school deals with. You need confidence that every stage is being followed exactly as intended - not because people don’t know what to do, but because clarity helps everyone focus on doing it well.”

The Solution

Simon Langton joined Companion as part of its early pilot programme to help shape the platform’s real-world usability and flow. The aim was to bring structure and transparency to an already strong process, ensuring clear oversight from Daniel through to Ken.

The Companion team worked closely with them to design the user interface and build out the process flow from Stage 1 to Stage 3, ensuring it reflected how complaints are genuinely handled in schools.

Companion’s built-in AI was designed to assist school leaders like Daniel and Ken internally - not to communicate directly with parents or replace the human element.

“It was very intuitive,” says Daniel. “From the start, we could see how it would fit into the way we already work. Sam and the team took on board our feedback about layout and flow - it’s a system that feels like it was built with schools in mind.”

Companion saves us time and gives us confidence that we are following school policies correctly.

The Results

Since adopting Companion, the process has become more structured, visible, and easy to manage.

• All complaints are now logged and stored in one secure platform.

• Daniel can generate reports and share live updates with Ken and the leadership team in minutes.

• The AI support ensures that due dates, next steps and policy references are never missed, without ever interacting with parents directly.

• The shared visibility has made it easier to discuss cases, track progress and ensure consistency across all stages.

• Oversight and accountability are clearer without adding administrative burden.

“It’s made everything far more streamlined,” says Daniel. “I can communicate much more freely with Ken and the rest of the team about where things are and what’s needed next. We’ve raised our game - not because we changed what we do, but because now it’s easier to do it properly.”

Ken Moffat adds: “It’s reduced the stress of managing complaints. We can focus on resolution and outcome rather than chasing information. It’s made a big difference.”

The Partnership

For Companion, working with The Langton has been invaluable in refining the platform’s design and usability.

“Ken and Daniel helped us think deeply about how schools need to move through the process - from first concern to final resolution,” says Co-Founder Sam. “Their feedback shaped the flow between stages and helped make the interface as intuitive and easy to use as it is today.”

Simon Langton continues to use Companion as its central platform for complaint management, giving Ken and Daniel the confidence, structure and clarity to maintain the school’s high standards - supported by Companion AI that enhances their process, not replaces it.