Staff and Volunteers at SENDIASS Leicester are committed to providing a high standard of service to all parents and carers who have children with Special Educational Needs (SEN) and/or disabilities and the children and young people themselves aged 0-25. The service we provide is explained in our leaflet.

SENDIASS work to Quality Standards set by the National Information Advice and Support Services Network.

Staff and Volunteers will:

  • Ensure that all parents and carers and young people who use our service are treated with respect, patience and good manners
  • Be objective and non-judgemental
  • Make arrangements to support you using another language or British Sign Language interpreters if needed and as appropriate if you do not have anyone else to support you with language needs
  • Avoid the use of jargon
  • Provide information to inform you of your options and rights
  • Keep basic records which you can ask to see (SENDIASS is required to keep these records until children turn 26)
  • Ask you to ring the office on (0116) 257 5027 if you need to contact your volunteer supporter (this is to protect our volunteers’ privacy) 

Email/Telephone/Face-To-Face Appointments

When you first contact the service, we will talk through the support you need and discuss how we can help you - this will initially be support over the telephone or via email. A face-to-face appointment in our offices may be available depending upon the support identified. Once you have received support for your initial concern, the agreed support will cease. You are welcome to contact again if you need support with something else.

SENDIASS always endeavours to offer the highest quality service, however it is not always possible to undertake all that parents/carers or young people might wish.

SENDIASS will prioritise current concerns/issues and statutory deadlines but is not able to provide support for historical complaints and/or complaints regarding a previous school or setting.

Please contact the office to notify SENDIASS of any changes, particularly to meetings.

Confidentiality and Child Protection

The service we offer is confidential, although staff and volunteers do discuss issues arising from cases with each other in supervision.

Details are kept on a confidential database which you can ask to check. Your permission will be sought before we share information you have given to us with other organisations or individuals except in the case of child protection when we have a duty to refer any child protection concerns to the Education & Children’s Service (previously known as Social Services).

Policy for Ceasing Support

Once the issue you asked for help with has been resolved as far as possible within the service remit the support will cease. If you need further support, you just need to contact the service again and we can discuss any further help you may need.

Feedback

We welcome comments about our service at any time.

When the agreed support has ceased we will send you a feedback form to help monitor our performance.

If you are unhappy or dissatisfied with the service you have received from a member of staff or a volunteer, please let us know.

Comments or complaints can be made by telephone, in person or in writing. Please address your complaint to the Executive Manager.

Contact details

T: (0116) 257 5027
F: (0116) 257 5059

info@sendiassleicester.org.uk

SENDIASS Leicester
Voluntary Action Leicestershire
9 Newarke Street
Leicester
LE1 5SN