We understand that communication has been a significant concern for many families.
We value your feedback and are committed to working closely with you to improve our communication processes.
While we strive to address all concerns promptly, it’s important to set realistic expectations about what we can and cannot do.
We have updated our communications processes to address the concerns that have been raised and to clarify the escalation processes.
Our new communications guidance is designed to ensure timely and effective responses, helping us build a stronger, more cooperative relationship with you.
Key Points Of The New Guidance
All initial queries should be directed to your child’s form tutor by email. If there is a specific subject query this is to be directed to your child’s class teacher
1. First Point of Contact: Form Tutors/ Class Teachers
- Contact your child’s form tutor/ class teacher via email for any initial queries or concerns.
- You will receive an acknowledgement email within two working days and a detailed response within three working days.
2. Escalation Process
- If no response or the issue remains unresolved within three working days, escalate the issue to the head of year or Director of Teaching and Learning via email.
- You will receive an acknowledgement email within two working days and a detailed response within three working days.
3. Further Escalation
- If the issue remains unresolved, escalate to the administration office via email. (office@mhs.potteries.ac.uk)
- The administration office will acknowledge emails within two working days and provide a timeline for resolution.
Expectations For Staff And Parents
Staff Expectations:
- Acknowledge emails within two working days.
- Provide a detailed response within three working days
- Maintain professionalism and courtesy in all communications.
- Track all communications to ensure timely resolution.
Parent Expectations:
- Use email as the primary mode of communication.
- Allow the specified response time before escalating issues.
- Maintain a respectful and positive tone in all communications.
Visual Flowchart
To assist in understanding this process, we have created a visual flowchart outlining each step. The flowchart will be available on the website and included in the forthcoming parent newsletter.
Why This Matters
Implementing this structured communication process will help us address parents’ concerns more efficiently and ensure that no queries go unanswered. By setting clear expectations and maintaining consistent communication, we can build a stronger, more cooperative relationship with you.
Thank you for your continued feedback and support
