Communication & Complaints
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An
OVERVIEW
We know that good communication means that we all achieve the best for our children– that is why we are determined to continue to improve the way that we communicate.
Communication is a two way process. At Lyndhurst we expect all communication to and from our staff to be timely, polite and professional. If at any time, either party feels threatened or prejudiced the communication should be politely stopped and escalated to the appropriate person in our escalation system.
Throughout the year there will be several opportunities to talk with your child’s class teacher. The first will be in the Autumn term, this will be a presentation about what will be covered this year. There will then be a one-on-one parent session in both the Autumn and Spring terms. At the end of the Autumn and Spring term we will send you a short report detailing how your child is doing in standardised assessments. In the final Summer term we will send a report that will include a more detailed comment.
In addition teachers and the Senior Leadership Team will be on the playground at drop-off and pick-up. However, we know that this is not convenient for all families so you can also contact us by email.
First Point of Contact
Speak to your class teacher for any concerns or questions about your child’s day to day learning or interactions.
Messages received after 16:30 may not be replied to in the same day. Messages received after 6pm will not be replied to that day. We will aim to respond within 24 hours unless on a weekend or in the case of staff absence.
Second Point of Contact
If you are not happy with the response provided by your class teacher or if the issue is more serious you should contact the phase leader for your child’s class.
A member of our Senior Leadership Team will always be on the gate at drop-off or collection so if you have a question about the structure of the school or a whole school policy you can speak to them or send an email (their email addresses can be found in the meet the team section).
Third Point of Contact
If your concern is more serious or if you are unhappy with the response from the Senior Management Team, you can escalate your communication to a member of the Core Leadership Team.
Complaints procedure for parents
Stage 1: Informal concerns:
Most enquiries and concerns can be dealt with satisfactorily by the year leader, class teacher or othermembers of staff without the need to resort to the formal procedure. We value informal meetings anddiscussions and encourage parents to approach staff with any concerns they may have and aim toresolve all issues with open dialogue and mutual understanding.
Stage 2: Formal written complaints
If your concerns are not resolved under Stage 1, you should put your complaint in writing and send thisto the Headteacher of the relevant school.
Q. What if the complaint is about the Headteacher or the Headteacher has already considered your complaint under Stage 1?
In these cases, your complaint should be sent to the Trust CEO at info@tcset.org.uk or by post to The CharterSchools Educational Trust, Red Post Hill, London SE24 9JH and they will arrange to carry out the Stage 2 procedure.
Q. What if the complaint is about a member of the local governing body?
Complaints about the Chair of Governors should be addressed to S Varcoe, Head of Trust Governance, at info@tcset.org.uk or by post to The Charter Schools Educational Trust, Red Post Hill, London SE24 9JH. Please mark them as Private and Confidential. The Head of Governance will arrange for a Trustee to investigate the concerns in accordance with Stage 2 .
If the complaint is about the Clerk of the Local Governing Body or the local governing body as a whole, you should send your complaint to S Varcoe , Head of Trust Governance, at info@tcset.org.uk or by post to The Charter Schools Educational Trust, Red Post Hill, London SE24 9JH, who will then determine the most appropriateaction with regards stage 2 and stage 3.
Q. What if the complaint is about a member of the Trust Central Services team?
In these cases, your complaint should be sent to the Trust CEO at info@tcset.org.uk or by post to The CharterSchools Educational Trust, Red Post Hill, London SE24 9JH and they will arrange to carry out the investigationat the appropriate stage of the procedure.
Q. What if the complaint is about the Chief Executive Officer?
If the complaint is about the Chief Executive Officer of the Trust, or if they have been closely involved at Stage1, your complaint should be sent to S Varcoe, Head of Trust Governance at info@tcset.org.uk or by post to The Charter Schools Educational Trust, Red Post Hill, London SE24 9JH who will arrange for a Trustee to carryout all the Stage 2 procedures.
Q. What if the complaint is about a Trustee
You should contact S Varcoe, Head of Trust Governance, at info@tcset.org.uk or by post to The CharterSchools Educational Trust, Red Post Hill, London SE24 9JH who will arrange for another Trustee to investigatethe concerns in accordance with Stage 2.
Stage 3: Referral to the Complaints Committee
If you are dissatisfied with the decision under Stage 2, you may request that a Complaints Committee be convened to consider your complaint.
You can find information about academic performance at Lyndhurst Primary School below.
FAQs
Who do I contact if I have a question?
The first point of contact should be your child's class teacher. Their emails can be found in the parent guide. We aim to reply to you within 24 hours. Messages received after 4:30pm may notbe replied to in teh same day and messages received after 6pm will not be replied to that day.
Have a question?
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