We understand that parents/carers will need to contact the school from time to time and given there are a number of channels of communication now available, we wish to use this document to highlight these and set out a clear expectation of when you should hear back from us regarding any query or issue.
Main School Telephone – 01592 583417
If your child is unwell, or has an appointment, and will be absent from school, please phone the School Office by 9:30 a.m. to inform the school.
Any incoming phone calls will always come in via our school office team. The staff will take as much detail as possible to ensure your query goes to the most appropriate member of the management or teaching team. Please trust that all matters are dealt with confidentially but if you prefer not to discuss further then please indicate this to staff. Staff will endeavour to transfer the call direct or will pass your details and query on as soon as possible. You should expect to hear back within two working days.
Groupcall – 07860 003 680
We use this service to provide text or email updates to individuals, groups and our whole school. Please ensure your contact information is up to date and you make the office aware of any changes to your phone number or email address.
Enquiries Email – carletonps.enquiries@fife.gov.uk
All email communication should be sent to our school enquiries address. This is monitored throughout the school day and emails are forwarded to the appropriate member of staff. Emails should not be sent to staff email addresses as these are not as closely monitored and in the case of staff absence cannot be checked. We aim to respond to all emails sent to our Enquiries address within two working days.
Postal Correspondence – Carleton Primary School, Happer Crescent, Glenrothes, Fife, KY7 5DN
Post is delivered daily and will be dealt with promptly. If a written response is appropriate this will be done within five working days and normally posted second class. If you have not heard anything
within one week please get in touch and we will investigate further.
Social Media – Twitter
Please be aware that these channels are not as closely monitored and do not always alert staff when incoming messages are received, for this reason we would not suggest using these for urgent matters. Staff will aim to respond as soon as possible to all Twitter communication. Please remember do not post confidential information to our public pages or posts.
Complex Queries/Follow-Up
Please note that in all cases, if further investigation or follow-up is required, we may take up to five working days to respond. We will indicate if this is the case at the time of your initial enquiry. Although we will make every effort to ensure these timescales are adhered to, if for any reason you have not heard back from us please accept our sincerest apologies and seek an update by calling the school.
Complaints
If, after investigation by the school, your matter is unresolved or you wish to make a complaint to Fife Council, you should register your complaint via the ‘Make a complaint’ section on the fife.gov.uk website.
