Communication

Who to Contact With Enquiries

At our school, we are always happy to help and want to make sure your enquiry reaches the right person as quickly as possible. To support this, we follow an escalation process that ensures questions or concerns are addressed at the most appropriate level.

Most enquiries can be resolved by speaking directly with the staff member who works closest to the issue. For example, class teachers, office staff, and phase leads are usually best placed to help in the first instance. They will work with you to find a solution or provide the information you need.

If your enquiry requires further support, it will then be passed on to the relevant senior leader. The headteacher will become involved only when previous steps have been followed or when a matter is of a serious nature.

At Gossey Lane, we are committed to working in partnership with families. To help concerns be resolved quickly and by the most appropriate person, we ask parents to follow the communication pathways below.

First Contact Options

Class Dojo Direct Message (DM)

Parents may contact:

Class Teachers
Office Staff

Please note:

Messages sent after 5:00pm will not be responded to until the next working day. Staff are not expected to monitor or respond to messages during evenings, weekends or school holidays.

Telephone / In Person

Our Office Team are often the first point of contact and will help direct you to the most appropriate member of staff.

Office Staff do not investigate concerns themselves but will ensure your enquiry reaches the correct person.

Behaviour & Wellbeing Concerns

Examples:

• Friendship issues
• Playground concerns
• Low-level behaviour concerns
• Wellbeing and emotional support
• Concerns about behaviour incidents

CLASS TEACHER (First Point of Contact)

PASTORAL MANAGER (Pastoral & Family Support)

PHASE LEADER (Leadership Support & Resolution)

ASSOCIATE ASSISTANT HEADTEACHER

ASSISTANT HEADTEACHER  (Behaviour Lead)

HEADTEACHER

SEND Concerns

Examples:

• Learning Plans
• SEND Provision
• Reasonable Adjustments
• EHCP Provision
• Progress of a child with SEND
• Requests for SEND support or advice

CLASS TEACHER (First Point of Contact)

PHASE LEADER (Review of Classroom Provision)

INCLUSION LEAD (SENDCo / SEND Lead)

ASSOCIATE ASSISTANT HEADTEACHER

ASSISTANT HEADTEACHER

HEADTEACHER

Behaviour & SEND Concerns

Examples:

• Behaviour linked to SEND needs
• Social, Emotional and Mental Health (SEMH) concerns
• Persistent behaviour difficulties where SEND may be a factor
• Concerns regarding support strategies and behaviour management

CLASS TEACHER (First Point of Contact)

PASTORAL MANAGER

PHASE LEADER (Support & Early Resolution)

INCLUSION LEAD (SEND & Inclusion Support)

ASSOCIATE ASSISTANT HEADTEACHER

ASSISTANT HEADTEACHER  (Behaviour Lead)

HEADTEACHER

Expectations for Parents

Start with the member of staff closest to the concern.

Allow staff reasonable time to investigate and respond.

Concerns should only be escalated where they remain unresolved.

Staff may direct concerns to another member of the team where this is the most appropriate route.

We ask that all communication remains respectful and solution-focused.

Quick Reference Guide

Our Aim

Most concerns are successfully resolved at the earliest stage through positive communication between home and school. Following this pathway helps us ensure concerns are addressed efficiently, fairly and by the most appropriate member of staff.