Our commitment to you

  • Asking for your views and involvement

    • When under an EHC needs assessment or an EHC plan is being amended, we will ensure that an initial contact happens to help us to understand your views, expectations and questions.
    • We will communicate with you in the way that you find most supportive for example by telephone or via email.
    • Following your interactions with our team members we will ensure you are signposted to an opportunity to provide feedback on your experience.

  • Being available when people need to talk and making time to listen

    • Following our initial contact we will be clear about when you will hear from us next and we will make sure that you know how to get hold of us if you need to.

  • Listening calmly and respectfully

    • We will listen to your views without judgement and we will be open and honest with you even when talking about difficult or challenging things.


  • Responding promptly and following up

    • If you contact us, we will respond within 5 working days. Following a conversation with the SEND operations team, we will provide a short summary of our conversation and agreed next steps.

  • Reviewing regularly

    • If you have an active EHC assessment or amendment underway, we will keep in touch with you regularly and will work with you on how often this should be.

  • Providing all the information needed in a timely way, in a form that will be understood

    • We will take time to explain the EHC assessment or amendment process with you during our initial contact and what you should expect. We will keep you updated if staff members change.

  • Striving to use positive and constructive language

    • We will work in partnership with you to approach our work positively and practically, working together to jointly generate solutions.

  • How we monitor our work

    • We will collect information about the number of initial contacts that are happening and will work with the team to build confidence and capacity to support this where these contacts are not being delivered.
    • We will work with our digital team to support us to collect data about the volume of emails each EHC partner receives and the response times so we can make sure that responses are timely and suitable.
    • We will review complaints and compliments as they come into the LA and where they relate to the standard of communications, we will follow-up with the team member involved and offer support where appropriate.

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