Who to Contact and When
How to Contact the School
A clear and helpful guide for parents & carers – The Blue Sky Federation
1. Who to Contact First
- Class Teacher – Day‑to‑day questions, learning issues, small concerns.
- Associate Headteacher – Behaviour, safeguarding-related concerns, pastoral queries, concerns not resolved by the class teacher.
- Executive Headteacher – More serious concerns, formal complaints.
- School Office – Absence, admin queries, booking appointments, general queries.
2. How to Contact Us
- Email via the school office
- Telephone during school hours
- Letter or form submitted to the office
- In-person appointment (please request through the office)
- To protect learning time, teachers are unable to meet without an appointment or respond during the school day.
3. When You Will Receive a Reply
- General queries: within 3 school days
- Concerns: as soon as reasonably possible, depending on investigation needed
- Formal complaints: handled under our Complaints Policy with set response times
- Please note: contacting multiple staff members about the same issue does not speed up response times.
4. Concerns vs. Complaints
A Concern is an issue you would like clarified or resolved informally. These should always be raised with the class teacher first.
A Complaint is a serious or unresolved issue that must go through the formal Complaints Procedure.
When making a complaint, please clearly state:
- What happened?
- Who was involved?
- Why you remain dissatisfied
- What outcome you are hoping for
5. What Helps Us Help You
- Use the correct communication channel
- Communicate respectfully with all staff
- Allow time for investigation and response
- Avoid discussing concerns publicly (e.g., social media)
- Keep communications focused on one issue at a time
6. What the School May Not Respond To
- Repeated messages about an issue that has been addressed
- New variations of the same concern without new evidence
- Anonymous or unclear communications
- Aggressive or inappropriate communication
- Communication outside the 3‑month timeframe for complaints
- In these cases, the school may place communication boundaries in place (e.g., one point of contact, email‑only).
7. Full Complaints Policy
You can find the Complaints Policy here: