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Communication Policy FAQs

General

Why is the school changing its communication policy?

The new system ensures every enquiry is logged, tracked and directed to the most appropriate member of staff. It also protects teachers’ time so they can focus on teaching and supporting students.

When does the new policy come into effect?

From September 2026.

Does this mean I can no longer contact the school?

No. Parents can still contact the school by telephone, email to the main school address or the online contact form. The only change is that enquiries will no longer be sent directly to individual members of staff.

Why can’t I email my child’s teacher directly anymore?

Teachers receive hundreds of emails each week. Routing enquiries through reception ensures messages are not missed, are allocated appropriately and receive a consistent response.

Contacting the school

How do I contact the school?

Complete the online contact form
Email the main school email address
Telephone reception

How quickly will I receive a response?

We aim to acknowledge enquiries promptly and ensure they are passed to the appropriate member of staff. Response times may vary depending on the nature and urgency of the enquiry.

Will I know my message has been received?

Yes. Your enquiry will be logged by the school.

Can I still telephone the school?

Yes. Parents are encouraged to telephone reception if they would like to discuss an issue.

What if my enquiry is urgent?

Please telephone reception immediately.

Speaking to staff

Can I still speak to my child’s teacher?

Yes. If the teacher is the most appropriate person to deal with your enquiry, they will contact you by telephone or arrange a meeting where appropriate.

Can I request a face-to-face meeting?

Yes. A meeting will be arranged if it is the most appropriate way to resolve your enquiry.

Can I still meet my child’s Head of Year?

Yes. Meetings continue to be available where appropriate.

Can I still meet a member of the Senior Leadership Team?

Yes. Appointments can be arranged through reception or during the Parent Surgery sessions.

Email

What happens if I email a member of staff directly?

Staff will reply with an automatic response directing you to the school’s official contact routes.

What if I already have an email conversation with a member of staff?

From September 2026 all new enquiries should be made using the school’s official contact routes.

Student responsibility

What if my child doesn’t feel confident speaking to a teacher?

Students can speak to their Form Tutor, Head of Year or another trusted adult in school.

Does this mean parents shouldn’t contact the school?

Not at all. Parents remain important partners. We simply encourage students to attempt to resolve routine day-to-day matters first where appropriate.

Progress and behaviour

How will I receive updates about my child’s progress?

Staff will telephone you where appropriate, with any follow-up information recorded on ClassCharts.

Will teachers still contact me if there is a concern?

Yes. The school will continue to contact parents regarding significant pastoral, behavioural or academic matters.

Will I still receive positive phone calls home?

Yes. This policy only changes how communication is initiated.

Meetings and Parent Surgery

What is Parent Surgery?

A dedicated opportunity each half term for parents to meet members of the Senior Leadership Team to discuss concerns that have not been resolved through normal channels.

How do I book an appointment?

Appointments are made through reception.

Can I just turn up?

No. Parent Surgery is by appointment only.

Safeguarding and emergencies

Does this apply to safeguarding concerns?

No. Safeguarding concerns should always be reported immediately to the school via the Haggerston School Safeguarding email haggerstonsafeguarding@haggerstoncst.org, or by telephone.

What if there is an emergency involving my child?

Telephone reception immediately.