2025: Feedback and responses

Communication with the SEND Service

You said

Who should you contact if you email someone in the SEND Service and haven't had a reply after 5 working days?

We did

Our communication promise says that if you haven't had a reply after 5 working days, you can contact a manager. We've asked everyone in the SEND Service to include their line manager's contact details in their email signature. 

If your SEND Casework Practitioner changes

You said

You want to be kept informed when:

• a Casework Practitioner leaves the SEND Team
• you are given a new Casework Practitioner

We did

We've created a checklist for Casework Practitioners to use if they leave, or hand over to another team member (for example, if a child moves to a new school.)

The checklist includes:

• letting schools and families they work with know about the change
• sharing as much relevant information as possible to make the handover smooth

Parent carer needs assessments

You said

It needs to be easier to find information about parent carer needs assessments. 

We did

We've published guidance about parent carer needs assessments, as well as how to find local support for you as a carer.

Find out about support for parent carers.

Part-time timetables

You said

Information about Wokingham Borough Council's part-time timetables policy needs to be easier to find.

We did

We've published guidance for families on the Local Offer about part-time timetables. 

Information for young people

You said

Young people from local charity Me2 Club have created a guide about making information more interesting and accessible for them. Read their guide on the Local Offer Directory. 

We did

We are working on a project with young people to make information on the SEND Local Offer more visually engaging.

SEND Team

You said

Families gave feedback about their experiences with the SEND Team and what is and isn't working well for them. Find out more in the SEND Voices annual survey 2024. 

We did

We've made changes to our SEND Team structure because we want to improve how we work with families.

We have:

• expanded the team and recruited some new roles
• reorganised the team into SEND Hubs 1 and 2

Find out about the structure and roles in the SEND Team. 

In February 2025, we held a ‘Meet the SEND Service’ event for families to:

• hear about our new structure and way of working
• meet some of the new staff in our team