Living School prides itself on our care and kindness.  Parents are ‘learners’ and many will not have experienced aspects of school-life.  Complaints may be a call-out for help.  Complaints may be warranted – and should be viewed positively in light of how we – as a school and as professional teachers – can improve.

In the event of a complaint or concern from a parent, staff members should initially be approached directly by the parent. As staff may not always be available immediately, parents may need to leave a message for a return call or email. Staff are expected to address the issue at hand, and if necessary, refer the parent to the appropriate colleague. If the issue remains unresolved, the parent can escalate the matter to the Conductor, either informally or formally, depending on the severity of the concern. Throughout this process, confidentiality and respect for all parties should be maintained, ensuring no recriminations for students involved.

Where possible, a phone call is much better than an email.  Please refrain from responding to emails ‘in the moment’.  Consider drafting a response and discuss with your Learning Neighbourhood Director for advice if warranted.  Communication around any complaint should be within 48 hours.

If an email is sent from a parent outside work hours, you have the right to respond when back at work.

Please refer to the complaints policy for more information.