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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.

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

Between January and March 2019, 100 visitors completed our survey and the results were analysed against our Customer Service Promise for timeliness and quality of service.

Key findings:

A total 99% of visitors felt they received a courteous and helpful service.

99% also said that they were also greeted within 2 minutes of their arrival and that the reception area was welcoming.

Some of the comments from our visitors included:

“So welcoming.”

“An amazing team.”

“Well run and friendly staff."

We will continue to ask our 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 2018
 

Visitors from 21 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, 124 parents completed feedback forms (compared to 118 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 (73%) still rank Carlton le Willows’ reputation as one of the most important factors in choosing the school, with 43% valuing exam results and 35% considering standards of discipline to be important.

Qualitative comments included:

  • Looks like a brilliant school, lovely warm atmosphere
  • The children who showed us around the school were fantastic, polite and knowledgeable. Many thanks
  • What a welcoming school. All teachers were enthusiastic and helpful and the students are all lovely.

Parents' Evening Questionnaire - Year 7 Parents' Evening 2019 

YEAR 7 parents’ evenings were well attended across two nights with parents making appointments using the Academy’s new 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.

Of 54 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, 94% said waiting times were acceptable and 91% found the online booking system – which is still in its first year of use – easy to use. 59% of respondents said they had been able to make appointments with the necessary teachers.

Additional comments from the night:

  • Great evening. So pleased that the staff seem to know my child so well. Thanks
  • This is our first progress evening (Year 7). There was a delay for the appointments being available on the app, otherwise good.
  • Very professional. Warm welcome. Felt teachers knew my child, positive experience
  • In the main the system worked well, however it only takes one teacher to overrun to cause problems. This is not helped by some parents seeming to think they can queue jump. Some better timing and ordering of appointments would help
  • Our times heavily overran, maybe 5 minutes per teacher wasn’t enough.

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 2019 

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

Parents evenings were held over two evenings (two houses on each night) in late January, early February 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 34 questionnaires completed, 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% said they felt the online booking system was easy to use. This equates to just one person and is gratifying to know as the system is new to staff and parents. 93% agreed that waiting times had been acceptable, while 79% had been able to make appointments with all the necessary teachers.

Additional comments from the night:

  • Teachers very approachable and helpful, especially Mr Smith (Science Teacher)
  • Busy but very flexible with times
  • Was very quick and easy this evening
  • Loads better than last year
  • Being able to print off a summary sheet detailing the appointments would be helpful
  • Five minute slots are a little ambitious

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 2018 

YEAR 9 parents evenings were well attended, with parents making appointments using the Academy’s new My Child at School app.

Parents evenings are now held over two evenings (two houses on each night) to ensure parents have 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.

Over the two nights 47 questionnaires were completed. 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 91% agreed that waiting times had been acceptable and that the online booking system was easy to use. This is a slight drop from last year’s feedback but was the first time that Year 9 parents had been asked to use the new MCAS app to book their appointments.

89% of parents said they had been able to make appointments with all the necessary teachers – this was a drop on last year, but could have been due in part to two members of staff being absent due to sickness on the second evening.

Additional comments from the night:

  • Welcoming environment from both staff and volunteer pupils. Well done everyone.
  • Much better organised this year. Great feedback
  • I preferred booking the appointments on the old system, rather than the new app. I sent two teachers messages on the app and had no reply.

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 April 2019 was well attended, with parents making appointments using the Academy’s new My Child At School app.

A rooming plan was also made available online (as previously requested in feedback) to help parents better schedule their evening and 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 11 questionnaires completed, 100% of parents said that the evening had given them a better understanding of how their child is doing at school and that the atmosphere had been welcoming and friendly, with help readily available. 100% of people also said the new appointment booking system had been easy to use.

In total, 91% said they 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:

  • Thank you for everything CLW has done for Lenny in the past 5 years
  •  

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 2019 

Parents’ Evening was held for Sixth Form students on Wednesday 13th February with feedback forms available as part of the Academy’s ongoing bid to improve its service to parents, carers and students.

Out of 38 questionnaires completed, 97% of respondents said the environment was welcoming and friendly and 95% now have a better understanding of how their child was doing at school. (In both cases the remaining percentage was parents who expressed ‘no view’).

With online booking now taking place through the new MCAS app, 97% (37 out of 38 people) agreed the online booking system is easy to use. In total 87% said they were able to make appointments with all teachers and that waiting times were acceptable.

Additional comments from the night:

  • The booking system is easy to use but I had no choice in appointment times leaving me with a 45 minute wait.
  • Appointment times about 15 mins behind. I would suggest 10 min slots as 5 is not enough.
  • Teachers very approachable and friendly
  • It was difficult to first of all set the login details for the app.  Once I had them there was hardly any appointments left for after 5pm. Teachers were great and very helpful. Maybe coffee next 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.

 

Reception Standards Monitoring Activity
 

Reception Standards Monitoring Activity 2018

West reception was monitored against our published standards for timeliness and quality of customer service in December 2018.

Overall the reception of five visitors was observed and 10 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.

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.