Consortium Trust
Our family of schools
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Barnby and North Cove Primary School
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Glebeland Primary School
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Helmingham Primary School and Nursery
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Henley Primary School
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Kirkley Nursery
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Mendham Primary School
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Middleton Primary School
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Reedham Primary School
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Rendlesham Primary School
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Riverwalk School
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Southwold Primary School
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St Edmund's Primary School
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Warren School
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Winterton Primary School and Nursery
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Yoxford & Peasenhall Primary Academy
Our Customer Care Charter
Our Trust's Customer Care Charter
Charter Standards
As a Trust and the functions which sit within our organisation, we uphold customer care to the highest standards and recognise that the way in which we respond to your enquiries and needs is paramount to the trust and confidence which our schools and internal departments have across our services.
If at any time that you are not satisfied with the response to your enquiry or request, our service in any way at all and we have not achieved our Customer Care Charter Standards; please email: businesssupport@consortiumacademy.org immediately.
Our Charter Target
As the Central Directorate for Finance & Resources, we aim for a 90% success rate to provide a full and complete response to your enquiry or request within 10 working days.
If further works or implementation is required, your enquiry or request may exceed the initial 10 day Target but should be completed or scheduled within monitored timeframes and you can expect to be kept informed. Once your enquiry has exceeded 40 days, it will be referred to the F&R Director for review.
Published Information
As part of our Standards you can trust us to:
Publish information, guidance, policies and forms on the Trust Website;
Publish information, guidance, templates and forms on the Trust’s Staff Handbook on G:Drive
What we ask of you is that you check the Website and Handbook for the information you require, before contacting us.
Treating you right...
You can trust us to:
- answer your call within three rings and/or respond to your email the same working day;
- do what we say we will do;
- be helpful, polite, and treat you fairly and with respect;
- listen to and understand your circumstances and concerns;
- follow Trust processes correctly;
- tell you what to do next if you are not satisfied with the outcome of your enquiry or request;
- protect your personal information (our GDPR Policy and Privacy Notices tell you more);
Getting it right...
You can trust us to:
- provide you with the correct information or decision;
- do everything we can to resolve your enquiry or request in a timely manner;
- explain things clearly if the outcome is not what you’d hoped for;
- apologise and put it right if we make a mistake;
- consider your feedback to improve how we do things through our Termly Customer Survey;
Keeping you informed...
You can trust us to:-
- resolve your enquiry or request immediately (the same working day) where we can;
- refer your enquiry or request if we cannot answer your enquiry immediately (the same working day);
- acknowledge your enquiry or request within 48 hours of the person to whom it has been referred, working week;
- tell you what will happen next and by when;
- update you of the progress, delays, or issues;
Who Can Help You?:
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Dept: |
Finance |
HR |
Estates |
Facilities |
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Examples: |
Budgets/Codes/PSF/ |
Recruitment/HR/ Absence/Maternity |
Maintenance/Caretaking |
Compliance/Conversions/ |
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Who can help?: |
Liz Frere-Smith |
Liz Frere-Smith Head of Service - Finance & HR |
Tina Flanigan |
Robin Chew |
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Judy Pymar |
Joy Kent |
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Lisa Jones |
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Termly CCC Survey:
A CCC Customer Survey will be undertaken Termly by Business Support and results will be fed back to Individuals, the Trust Board and Schools, where relevant. These will be circulated to the Academy Head & Office Manager at the end of each Term.
Dissatisfied with our Service?:
If at any time that you are not satisfied with the response to your enquiry or request, or our service in any way at all and we have not achieved our Customer Care Charter Standards; please email: businesssupport@consortiumacademy.org immediately.