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Carlton le Willows Academy

Nothing but the best

Customer Service

We hope you have been able to easily find the information you have been looking for on our website. If you have any feedback, please feel free to contact us on office@clwacademy.co.uk

You Said, We Did 

You said We did
Explanatory letters with school reports were not clear

We revised the information we send out with reports, creating clear information relevant to individual year groups

You wanted access to staff emails so you could get in touch quickly and easily We created a staff page on our website, containing all teaching staff email addresses
Booking parents' evening appointments would be easier with rooming information A rooming map is issued prior to parents' evening on the school website
You wanted ways to pay for meals/school trips online We introduced Parentmail for online payments
You would like staff to respond more quickly to queries We revised our Communications/Visitor checklist, setting out protocol for responding to emails/letters and telephone calls and re-issued to all staff
You wanted more information about your child's progress We have introduced an additional parents' evening for students in Year 11

Customer Visitor Questionnaires 

We are always looking to improve our service at Carlton le Willows Academy.  To help us do this, we routinely ask visitors to rate their customer experience by completing a questionnaire following their visit.

Between December 2016 and June 2017, 50 visitors completed our survey and the results were analysed against our Customer Service Promise for timeliness and quality of service.

Key findings:

All 50 visitors felt they received a courteous and helpful service.

All 50 visitors said that they were also greeted within 2 minutes of their arrival.

Some of the comments from our visitors included:

  • “Lovely friendly reception staff. Personable.”
  • “As always, professional, knowledgeable and prepared to go the extra mile.”
  • “Brilliant welcome to school at all times. Many thanks.”
  • “Nice atmosphere.”
  • “Thanks to Year 8 pupil receptionists.”

We will continue to ask visitors to complete the questionnaires, monitor our service and publish our results.

Keele Survey Results 2017 

Founded in 1989, the Education Survey and Research Service at Keele University provides an independent way of measuring parental and student satisfaction with education in schools.

PARENTAL SURVEYS completed in July 2017

190 parental questionnaires were completed. Key findings relating to timeliness and quality of customer service:

  • 81% of parents agree school is achieving high educational standards
  • 88% agree school is a safe and secure environment for students
  • 89% of parents say they would recommend the school to their friends.

PUPIL SURVEYS completed in July 2017

275 student surveys were completed, Key findings relating to timeliness and quality of customer service:

  • 96% of students say they are happy here
  • 92% agree the Academy is giving them a good education
  • 87% agree the Academy is a good school
  • 86% say their work is important to them

Open Mornings Feedback September 2017
 

Visitors from 17 different primary schools came to visit Carlton le Willows during a series of Year 6 open mornings designed to give prospective students and their families the chance to see the school during the working day.

In total, 118 parents completed feedback forms (compared to 98 last year), with our student guides, who conducted comprehensive and informative tours, the subject of much praise.

According to feedback this year, the majority of parents (67%) still rank Carlton le Willows’ reputation as one of the most important factors in choosing the school, with 49% valuing exam results and 42% considering standards of discipline to be important.

Qualitative comments included:

  • A lovely visit, Very calm, children well behaved. Children that showed us round and answered questions were very helpful
  • He (the guide) gave us a tour of all the facilities including art and sport , which were very impressive and the children in our group were very at ease with him and felt they could ask any questions
  • The student ambassadors were outstanding

Parents' Evening Questionnaire - Year 7 Parents' Evening 2018 

Parents got the chance to meet teachers and find out more about their child’s progress and attainment during two Year 7 parents’ evening in May 2018.

This event, which was held over two nights to ensure parents had access to all teachers, was well attended with parents using the Academy’s online booking system to make appointments.

Feedback forms were available as part of the Academy’s continuous bid to improve its service to parents, carers and students.

Out of 42 questionnaires completed, 100% of people said they found the environment welcoming and friendly and that they have a better understanding of how their child is doing at school.

A total 98% of people felt waiting times were acceptable, 93% felt the online booking system was easy to use, while 90% said they were able to see all their child’s teachers (this equates to 38 out of 42 people).

Additional comments from both nights:

  • Teachers were friendly and welcoming, able to see every teacher we needed to.
  • Timely appointments and a welcoming atmosphere.
  • Very well organised, nothing to complain about at all.
  • A very pleasing first parents evening.
  • A map where teachers will be on the evening would help when booking appointments.

All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.

Parents' Evening Questionnaire - Year 8 Parents' Evening 2018 

Year 8 parents evenings were well attended, with parents making appointments using the Academy’s online booking system.

This year, parents evenings were held over two evenings (two houses on each night) to ensure parents had access to all teachers. A rooming plan was also made available online (as requested in last year’s feedback) to help parents better schedule their evening.

Feedback forms were available each night as part of the Academy’s on-going bid to further improve its service to parents, carers and students.

A much larger response than usual saw 66 questionnaires completed (compared with 37 last year). Of those, 100% of parents felt the environment had been welcoming and friendly with help available and also that the evening had given them a better understanding of how their child is doing at school.

In total, 97% agreed that waiting times had been acceptable, 95% felt the online booking system was easy to use and 92% had been able to make appointments with all the necessary teachers.

Additional comments from the night:

  • Great evening. Worked like clockwork. Thank you to all the staff for ther input
  • Thanks to all staff for giving up their time and being so supportive
  • Maybe five minute timers/bells (speed dating style!!)

All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.

Parents' Evening Questionnaire - Year 9 Parents' Evening 2017 

Parents got the chance to meet teachers and find out more about their child’s progress and attainment during the Year 9 parents’ evenings on 16 and 23 November 2017.

Spread across two evenings to ensure as many people as possible had chance to access their child’s teachers, the events were well attended with parents using the Academy’s online booking system to make appointments.

Feedback forms were available each night as part of the Academy’s continuous bid to improve its service to parents, carers and students.

Out of 55 questionnaires completed, 100% of people said they found the online booking system easy to use and also found the environment welcoming and friendly, with 100% saying they now have a better understanding of how their child is doing at school (compared with 97% last year).

A total 96% of people felt waiting times were acceptable and also that they were able to see all their teachers.

Additional comments from both nights:

  • Very well organised
  • I used the automatic booking system this time and thought it was very good. Also, last year seemed very hectic and this year it was much better.
  • Handing out the appointment times was really helpful. Valued opportunity to be able to talk to Head of Oak house despite no appointment, about a concern. Showed interest, took time out to listen.

All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.

Parents' Evening Questionnaire - Year 10 Parents' Evening 2018 

Parents got the chance to meet teachers and find out about their child’s progress and attainment during Year 10 parents’ evening on 15 March 2018.

The evening was very well attended, with parents using the Academy’s online booking system, with reference to the rooming map provided, to make appointments with subject teachers.

Feedback forms were available as part of the Academy’s continuous bid to improve its service to parents, carers and students.

Out of 53 questionnaires completed, 100% said they found the online booking system easy to use and also had a better understanding of how their child is doing at school.

A total 96% of parents were able to make appointment with all their child’s teachers and 89% felt waiting times were acceptable.

Additional comments:

• Fantastic school. Brilliant teachers. Thank you

• Although we couldn’t see the teachers in the order on the system, all the teachers were flexible, helpful, friendly and enthusiastic. Great team.

• Excellent evening. Thank you to all staff for a positive and comprehensive view of my son’s progress

Parents' Evening Questionnaire - Year 11 Parents' Evening 2018 

Parents got the chance to meet teachers and find out more about their child’s progress and attainment during the Year 11 parents’ evening on 29th March 2018.

The second parents’ evening for Year 11 students, this event was well attended with parents using the Academy’s online booking system to make appointments.

Feedback forms were available as part of the Academy’s continuous bid to improve its service to parents, carers and students.

Out of 32 questionnaires completed, 100% of people said they found the environment welcoming and friendly and that they have a better understanding of how their child is doing at school.

A total 94% of people felt waiting times were acceptable and also that they were able to see all their teachers (this equates to 30 out of 32 people) and 97% felt the online booking system was easy to use (with one parent having no view).

Additional comments from both nights:

  • Waiting times understandable so still happy.
  • Very welcoming. The pupils at reception were very helpful and polite.
  • All staff we saw were excellent, clear information on our son's progress and attainment plus advice on how to support him in the important months ahead. Thank you.
  • Great to have revision sessions over Easter holidays - appreciate teachers’ efforts. Thanks.
  • We were very disappointed to have missed our English appointment due to over running in other places.

All feedback and recommendations will be evaluated to ensure we continue to provide a high quality service to our young people and their families.

Reception Standards Monitoring Activity
 

Reception Standards Monitoring Activity 2016

West reception was monitored against standards for timeliness and quality of customer service in February/March 2016. Overall, the reception of six visitors was observed and 12 telephones calls from customers were observed.

Key findings were that all the visitors observed were greeted within two minutes of their arrival at the Academy and all calls monitored were answered within four rings, in line with our Customer Service Promise. The findings also show the diverse range of enquiries dealt with by the receptionist and highlight the quick, efficient and professional service offered.

We will continue to monitor our service levels and publish results.

Willow Farm Customer Journey Parents Focus Group - January 2016 

Parents of prospective Carlton le Willows students have praised transition and induction arrangements at the Academy saying they help ease the move from primary to secondary school.

The positive comments came during a focus group meeting with parents of Year 6 pupils at Willow Farm Primary School and senior leaders Mr Oldham and Ms Stansfield, which aimed to analyse the experiences of prospective parents to further improve transition.

Parents said that recent open events, which offer first-hand experience of the calm and orderly environment at Carlton le Willows were reassuring to them and their children. They also felt it was positive for pupils to see older students who used to be at their primary school in the secondary school environment.

The quality and frequency of transition events (for example in maths, drama, PE and table tennis) were also praised, with parents feeling that increased familiarity with the school helps those students who believe they will easily get lost in their new environment.

Parents said that while much information had already been received, they welcomed the idea of the induction evening in the summer and said they would also like more parental engagement with form tutors once their child joins Year 7.