Communication Protocols

Chancellor’s School works closely with its parent and carer body and values the support it gets from parents and carers.

We fully appreciate that there will be occasions when parents need to contact us with a question, request or concern, and we value positive and constructive communication between home and school. However, we receive a very high volume of emails and other communications, including repeated follow-up messages requesting updates or immediate responses.

Please be assured that communications received by the school will be acknowledged and responded to within 7 working days. Where a matter requires further investigation or input from several members of staff, a full response may take longer, but we will keep you informed where appropriate.

We kindly ask parents not to send repeated emails, contact multiple members of staff about the same matter, or request updates before the response timeframe has passed. Doing so creates additional correspondence for staff to manage and can, unfortunately, delay our ability to deal effectively with both your concern and those raised by other families. All emails must go through admin@chancellors.herts.sch.uk. Emails will be monitored and shared with the appropriate member of staff. Emails straight to individual staff emails will not be responded to. 

We would also ask parents to consider whether a matter requires immediate contact with the school. Our staff must balance responding to correspondence with their primary responsibilities for teaching, supporting pupils and the day-to-day running of the school. It is therefore not always possible or appropriate to provide an immediate response to non-urgent enquiries.

Matters involving an immediate safeguarding or welfare concern should, of course, continue to be brought to the school's attention promptly through the appropriate channels. Concerns of a safeguarding nature should be emailed to dsl@chancellors.herts.sch.uk.

We greatly appreciate your patience, consideration and support in helping us to manage communications effectively and ensure that all families receive an appropriate and considered response.

In all correspondence between staff and parents we ask both parties to be courteous at all times. Our staff are professionals and deserve to be treated with respect and dignity, even if there is disagreement over the best way forward.