Communication promise

Our communication promise explains how everyone in our Special Educational Needs and Disabilities (SEND) Service will communicate with you. We have listened to your feedback to create this promise. 

We promise to:

• reply to you using the response time expectations
• keep your information confidential and secure
• be respectful, open and honest, so you know what to expect and why we have made decisions
• let you know if we are not able to help, and direct you to other organisations that might be able to help
• listen to your feedback and use it to improve our services

We ask that you:

• be polite and respectful to our staff
• give us the correct information at the right time and let us know if anything changes
• ask us to explain anything that you are not sure about
• give us feedback about your experience, so we can keep improving our services

Annual leave and absences

If a Casework Practitioner is going on planned leave, they will:

• plan their work so it’s covered while they are away
• hand over any tasks to another member of the team if needed
• set an out-of-office message on their email, including alternative contact details

If a Casework Practitioner is away unexpectedly, their Senior Case Manager will:

• make sure any urgent work is covered
• decide how to manage their work depending on how long they are away

If you haven’t had a reply

If you haven’t had a reply from a Casework Practitioner after 5 working days, please contact a Senior Case Manager. Please allow 5 working days for the Senior Case Manager to respond.

If after a further 5 working days, you haven’t had a reply from a Senior Case Manager, contact the SEND Practice Manager. Please allow 5 working days for the SEND Practice Manager to respond.

If you still have concerns, you can:

• raise them with our SEND Customer Relations Manager: sendcustomerrelations@wokingham.gov.uk
• make a complaint