Communication promise

This communication promise explains how the SEND Service will communicate with you. We created it using feedback from families and partners.

We promise to:

reply to you using the response time expectations below
keep your information confidential and secure
be respectful, open and honest, so you know what is happening and why decisions are made
tell you if we cannot help, and signpost you to organisations that can
listen to your feedback and use it to improve our services

We ask that you:

treat our staff with politeness and respect
give us the correct information at the right time and let us know if anything changes
ask us to explain anything you do not understand
share feedback about your experience, to help us improve our services

Response time expectations

We will:

confirm we have received your email or telephone enquiry within 5 working days
confirm we have received postal enquiries within 10 working days
provide a full response to your enquiry within a further 5 working days

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 a response.

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 a response.

If you still have concerns, you can:

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

Communication promise