E-mail Parental Protocol 

Please refer to the following points before contacting the school by email. We respectfully request that all email communication is written in a courteous and professional manner.

• In order for us to deal with your email as swiftly as possible and to ensure it reaches the appropriate person, please include basic information about the nature of your enquiry, including the name and year group of the student it relates to and your relationship to the student.  

• The school website is a ready means of conveying information directly to parents without relying on the memories of students! The website includes term dates as well as information about the school calendar, sports information; school policies, X/Twitter accounts, clubs and societies etc.  The website also features reports on selected recent events and achievements. 

• Parents are urged to refer to the school website before emailing an enquiry to school. The website includes a diary section giving details of events, visits and fixtures and this Handbook provides answers to a number of questions you may have.

• Emails from parents should not replace the  student’s planner which facilitates the exchange of messages. Using the planner in this way helps to foster an ethos of independence amongst our students.

• We encourage parents to use email for urgent issues only and not for extended discussion.  In these circumstances parents are encouraged to contact school by telephone or a prior arranged meeting.

• During term time we aim to respond to emails within 48 hours. However parents should be aware that this is not always possible if a member of staff is, for example, ill, away on a school visit or has a full teaching day. Staff are only expected to check their emails once a day in order so they can focus on teaching.

• Urgent matters should be communicated by telephone to the school office.

• The most efficient way of contacting the school by email is to use one of the central email addresses listed below. This maximises the chance of your message reaching the right person in a complex organisation. Primary points of contact for parents include:

  • • Attendance Office  (attendance@challoners.org) to report student absence

    • Matron (matron@challoners.org) for medical issues

    • Student Development Office (student-development@challoners.org) for concerns relating to student wellbeing

    • Exams officer (exams@challoners.org) for any questions regarding public examination processes

    • Sixth Form Administrator (sixth-form@challoners.org) for any matters pertaining to Sixth Form students

    • School Office (admin@challoners.org) for general enquiries