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:

• be respectful, open and honest, so you know what to expect and why we have made decisions
• reply to you using the response time expectations
• keep your information confidential and secure
• 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 

SEND Team annual leave and absences

If a Casework Practitioner is on planned leave, they will manage their work to take account of their leave, or refer work to another member of the SEND Team to complete. They will put an out of office message on their email with alternative contact details in their absence.

If a Casework Practitioner is absent unexpectedly, their Senior Case Manager will make sure urgent work is covered and will decide how to cover the case work depending on the length of time they are away. 

If you haven’t received a response

If you haven’t received a response from a Casework Practitioner after 5 working days, your next point of contact is 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 received a response 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 these concerns with our SEND Customer Relations Manager: sendcustomerrelations@wokingham.gov.uk

You could also make a complaint.