Feedback

Everyone enjoys praise! This applies equally to students, staff and the school itself. If you would like to bring a positive experience to our attention, we’d love to hear it.

To facilitate this, we’ve created a online form to capture information about the achievement and the people involved so that it can be shared with those who deserve the praise.

Please fill out this form: https://forms.office.com/e/YJDXtyviXJ

As a school we are always looking for ways in which we can further improve the education and experience of our students for the community we serve to deliver excellence.

To facilitate this, we’ve created a online form to capture information about your suggestions for improvement. In completing this form, all we ask is that contributors are respectful and kind in the manner in which they communicate their thoughts.

Please fill out this form: https://forms.office.com/e/ArHie1cSTb

We are sorry to hear that you are dissatisfied with an aspect of our school; we hope we can resolve your concern to everyone’s satisfaction. The purpose of this page is to provide parents and carers with a streamlined and contextualised overview of the school’s complaints policy.

When you raise a concern, please bear in mind the following:

• Please raise your concerns as soon as possible after the problem arises; your concern should be raised within 10 school days of the situation
• Please be clear about what the problem is, who is involved and when and where any incident occurred; being able to provide evidence for your concerns will help us investigate them.
• Please let the school know what outcome(s) you are seeking; this might be an explanation, an acknowledgement that things could have been done better, an apology, or a change in decision
• Please be polite; the best result for your child will be achieved by the school and parents/ carers working together
• Exact timelines for resolving concerns can be found on page 5 of the complaints policy:

Informal concern stages

We aim to resolve any concerns informally. The person best placed to resolve a concern is normally the leader of that area or their line manager. A list of key leaders in their school and their line managers can be found here

If you are not satisfied with your attempts to resolve your concern by talking to staff directly, the following process can be followed:

Tier 1: A concern can be escalated to the principal, either by:

• contacting the school and asking for an appointment with the principal via the executive assistant to the senior leadership team, Miss Hartley donna.hartley@astreastivo.org, or
• completing Appendix 1 of the complaints policy – we have an online version which can be found here.

Tier 2: A concern about the principal, or their response to your concern can be escalated to the regional director, either by:

• contacting the Astrea Academy Trust directly using one of these options https://www.astreastivo.org/about-us/contact-us/, or
• asking the principal to escalate your concern directly to the regional director.

Formal complaint stage

This is the final panel stage of the concerns and complaints procedure.

Complainants must have completed the informal concern process before a formal complaint will be considered.

You can raise a formal complaint by completing Appendix 2 of the complaints Policy – we have an online version which can be found here.

Saving your online complaint

If you submit your concern or complaint via our online forms, you can save a copy for your records by clicking on the three dots in the top right-hand corner of the final thank you screen, and then selecting the ‘Print response’ option.