Responding to Parents’ Concerns
What are our aims?
The Warwick School aims to establish and promote a close relationship with all parents, in the interests of their children. We recognise that children will feel more secure when they receive consistent messages from both home and school. Parents’ views about our School are welcomed, including the expression of any serious concerns. At the same time we undertake to inform parents as soon as possible about any issues of concern to the School so that we can gain co-operation in resolving them.
What do we do to avoid concerns arising?
At The Warwick School we work closely with parents in order to keep them informed of all aspects of school life. We have:
- a new parents’ booklet
- our student-parent-school agreement
- parents’ evenings held at least once a year
- a full Record of Progress for parents about their child once a year
- termly grade reports for parents about their child
- an Annual Report for parents from the Governing Body followed by an Annual Meeting for parents with Governors
- our half-termly newsletter, ‘Feedback’
- the WSA
- a parents focus group which meets half termly
- communication between home and school in students’ Record Books
- school website (www.warwick.surrey.sch.uk) with information for parents about school activities
All Governors’ Policies, including this one, are permanently available in the School Reception. Furthermore we ensure that all members of staff joining the School, both teaching and support staff, are aware of our policy and the procedure to be followed.
How do we respond to a concern raised by a parent?
The County Council has produced a model procedure for parents who wish to express a concern about their child’s school. This procedure is summarised in the County Council’s leaflet for parents, ‘Responding to Parents’ Concerns’, and has been adopted by this School.
We aim to offer a first class service at all times with the following response times:
- During term-time the school switchboard is staffed between 8.30 am – 4.30 pm and telephone calls should be returned within 24 hours. During school holidays answerphone messages are checked regularly.
- Letters, faxes and e-mails should receive a reply within 48 hours.
- Requests for information should be dispatched within 3 working days. If this is not possible, an interim response should be made within 3 working days, and you should be informed when you can expect the information requested.
- Visitors to School with an appointment should be attended to within 10 minutes of their appointment time. Visitors without an appointment should be seen within 30 minutes if the appropriate person is available, or offered an appointment at a mutually convenient time.
If you have a complaint, please contact your child’s tutor or Head of Year in the first instance. It is always best to make an appointment, to ensure the teacher is available and sufficient time and attention can be given. Experience has shown that most difficulties can be resolved satisfactorily at this stage.
If this is not the case, contact the Head teacher’s secretary and ask for an appointment with Mr Searle to discuss the matter or alternatively put your concern in writing to her. We should acknowledge your complaint within 48 hours. An interim report should follow within 5 working days, together with an indication of when you can expect to receive the final report. You will receive an apology, if appropriate, and we will use any complaints to help us improve.
If you are still dissatisfied, you can appeal to the Governing Body, by writing to the Chairman, c/o the School address. Any formal complaint presented to a panel of Governors will be reported, in outline, to the next meeting of the Governing Body.
We are committed to responding to any parental concern as quickly and as sensitively as possible in order to resolve the issue promptly and before it develops into a serious complaint. Please click here for our complaints procedure.
How can we continue to improve our practice?
We keep a record of complaints so that we are informed about:
- the nature of complaints;
- the point at which the complaint was resolved;
- the measures adopted to resolve the complaints.
The Head teacher and senior staff review this record on a regular basis to enable consideration to be given to any underlying issues which need to be addressed by the School and the Governors.