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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
Parents' evenings via phone did not provide sufficient interaction

Signed up for Parents Booking Online to allow for remote meetings via video

You wanted more opportunities to visit school before applying for school places

We put on two extra open mornings to allow more parents and children to visit

You wanted student access to a range of activities Student intranet was reviewed and revised with extra section eg careers portal
You wanted greater knowledge of your child's engagement with remote learning We produced weekly assignment monitoring reports for every child

December 2021

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.

A new digital sign-in system for visitors enables us to capture even more feedback.

Between January and March 2020, 373 visitors completed our survey and the results were analysed against our Customer Service Promise for timeliness and quality of service.

Key findings:

100% of visitors felt they received a courteous and helpful service.

99% also said that the reception area was warm and welcoming.

98% (just 6 out of 373) said they were greeted within 2 minutes of their arrival.

Some of the comments from our visitors included:

“Lovely and welcoming.”

“Excellent as ever.”

“Extremely friendly staff."

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

Parent survey results 2021 

PARENTAL SURVEYS completed in October 2021

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

  • 82% of parents agree their child is progressing well academically
  • 81% agree their child enjoys their school experience
  • 89% agree their child feels safe in school
  • 95% say information produced by school is useful

Open Mornings Feedback September 2021
 

Visitors from 33 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, 90 parents completed feedback forms, with our student guides, who conducted comprehensive and informative tours, the subject of much praise.

According to feedback this year, the majority of parents (59%) still rank Carlton le Willows’ reputation as one of the most important factors in choosing the school, with 43% valuing exam results and 24% considering standards of discipline to be important.

Qualitative comments included:

  • Great to have a pupil tour of the school

    Enjoyed how relaxed the teachers were to talk and interact. Beautifully done, Students are so polite.

    Current students give a good impression of the school, presentation, confidence etc.

Feedback questionnaire - Year 7 Settling In Evening 2019 

YEAR 7 settling in evening on 14 October 2019 was well attended with parents making appointments using the Academy’s new My Child at School app.

Of 43 questionnaires completed, 98% of parents felt the environment had been welcoming and friendly with help available and also that waiting times were acceptable. (This was due to one parent stating they could neither agree nor disagree to both statements).

In total, 98% said they had been able to make appointments with the necessary teachers, while 95% said they now had a better understanding of how their child was doing at school. Two parents said they did not find the online booking system easy to use (meaning 93% did find it an easy system to navigate).

Year 7 Settling in evening was introduced to provide new parents with an insight into how their child is settling in to Academy life, in the autumn term. It is followed by a traditional style parents’ evening later in the school year.

Additional comments from the night:

  • Thoroughly enjoyed meeting our child’s tutor. Everyone we had contact with, students and teachers, were very positive and welcoming
  • I feel this was a waste of time as form tutor couldn’t give any of the information we wanted, Only there two minutes.
  • Made appointment for 17.45, arrived at 17.40, tutor had left.

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 7 Parents' Evening 2020 

YEAR 7 parents’ evenings were well attended across two nights with parents making appointments using the Academy’s My Child at School app.

Parents evenings were held over two evenings (two houses on each night) to ensure parents had access to all teachers. A rooming plan is also made available online (as previously requested in feedback) to help parents better schedule their evening.

Of 38 questionnaires completed over two nights, 100% of parents felt the environment had been welcoming and friendly with help available and also that that evening had given them a better understanding of how their child is doing at school.

In total, 97% said waiting times were acceptable and 89% found the online booking system easy to use. Issues with a new update rolled out nationally created some problems for parents on one of the evenings.

76 % of respondents said they had been able to make appointments with the necessary teachers.

Additional comments from the night:

  • Very very helpful staff and children showing the way round.
  • Really good. Happy with everything. Keep up the good work.
  • Would be good to see CLW jumpers/ties at parents events.
  • Teachers need to control the order of appointments rather than parents.
  • Alarm was set for 8am to do bookings. Appointments did not go online until late afternoon.
  • App problems made booking appointments difficult – app stopped working during parents evening again!

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 2020 

YEAR 8 parents evenings were well attended, despite bad weather, with parents making appointments using the Academy’s My Child At School app.

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 previously requested in 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.

Of 40 questionnaires completed, 100% of parents felt that waiting times had been acceptable. In total 98% of people felt the online booking system was easy to use and that they had a better understanding of how their child is doing at school. These are all an increase on last year’s feedback.

This year 98 % of parents/carers felt the atmosphere was friendly and welcoming, with the remaining percentage equating to just one person who had ‘no view’.

Additional comments from the night:

  • Very organised and punctual. Well done and thank you
  • Valuable evening thank you
  • One teacher unavailable due to ill health but evening went very well. Thank you
  • Disappointing that several teachers were not available without any notice
  • Although the booking system was easy to use, it was quite difficult to get timeslots that were physically possible to make and it was only 8.30am
  • We would have liked information about the change to GCSE options

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 2019 

PARENTS’ evenings for Year 9 were held across two nights (two houses on each night) in November to ensure all parents had access to teachers.

Parents made appointments using the Academy’s My Child At School app and a rooming plan is available online (as previously requested in 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.

Of 61 questionnaires completed, 100% of parents said they now had a better understanding of how their child is doing at school. In total 98% agreed that the online appointment booking system was easy to use and that the environment was welcoming, friendly and help was readily available.

Three parents said they had waited too long meaning 95% felt waiting times were acceptable, while across the two nights 85% of parents said they had been able to make appointments with all their child’s teachers.

Additional comments from the night:

  • A lovely school – my son is extremely happy here.
  • Great to hear how my son is doing.
  • Progress column de motivates and contradicted by messages from teaching staff
  • Logged on just after 8am to book but had 45 min gap at the end and couldn’t book one. Teachers good to talk to.
  • Thank you. I’m sure that in Year 7 the app used to select all appointments for you ensuring best use of time. That was very useful.
  • It may help if more signage was in place (eg subject for each row in the hall).

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 2019 

PARENTS got the chance to find out more about their child's progress and attainment during Year 10 parents' evening on 28 February 2019.

The evening was well attended, with parents making appointments using the Academy’s new My Child At School app and a rooming plan made available online (as previously requested in 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.

Of 31 questionnaires completed, 100% of parents said that the evening had given them a better understanding of how their child is doing at school, while 97% felt the environment had been welcoming and friendly with help available (1 response of ‘no view’ equates to 3% here).

In total, 94% said they felt the online booking system was easy to use, while 87% felt that waiting times had been acceptable and that they had been able to make appointments with all the necessary teachers.

Additional comments from the night:

  • Well organised and easy to navigate. Thank you
  • It was good that Mr Clough made the time to ring and speak to us as he was unavailable on the night, much appreciated. Thank you
  • Previous test results available would be a positive
  • User error on website. Mrs Carman was very helpful
  • The new system made booking for twins more difficult – unable to see both appointments at the same time

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 11 Parents' Evening 2019 

YEAR 11 parents’ evening in December 2019 was the first of two evenings for Year 11 students as they approach their GCSEs.

Of just 19 questionnaires completed 100% parents agreed that the evening had given them a better understanding of how their child is doing at school.

In total 95% of people said that the atmosphere had been welcoming and friendly with help readily available (this equates to one person who disagreed), while  89% said they were able to make appointments with all their teachers, that waiting times had been acceptable and found the online booking system easy to use.

Additional comments from the night:

  • Really valuable especially so close to mock exams
  • Do it in houses, that way less people having to wait
  • Not able to get a slot with Careers Advisor as they were all taken

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 - Sixth Form Parents' Evening 2020 

Parents’ Evening was held for Sixth Form students (Years 12 and 13) on Thursday 30 January with feedback forms available as part of the Academy’s ongoing bid to improve its service to parents, carers and students.

Only 12 questionnaires were completed on the night with 92% of respondents saying the environment was welcoming and friendly (one person had no view), 92% saying the online booking system was easy to use and that they now have a better understanding of how their child is doing at school. (With such low numbers this equates to just one person saying they did not agree with those statements.)

Two people said waiting times were unacceptable, with an 83% satisfaction rate and 75% of people (9 out of 12 replies) said they were able to make appointments with all teachers.

Additional comments from the night:

  • Much improved, simple effective and whole process prompt.

    Five minute appointments not enough. Nothing running to schedule. School quick to point out when work is late, help if same approach to appointments!!!

    Some teachers not available.

    I made appointments to see the PE teachers, only one was available. Waiting to see each appointment is poor.

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 2021

West reception was monitored against our published standards for timeliness and quality of customer service in December 2021.

Overall the reception of seven visitors was observed and 6 calls from customers.

Key findings were that all visitors were greeted within two minutes of their arrival at the Academy in a courteous and friendly manner. All calls monitored were answered within four rings, in line with our Customer Service Promise.

The observations also show the diverse range of enquiries dealt with by the receptionist, often simultaneously, and highlight the courteous, quick, efficient and professional service offered.

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