Get help with your child's progress

Contact the SENA service

There are 3 teams within SENA: Assessments, Reviews, and Placements. Each team works on specific tasks relating to your individual pathway.

A case manager will be allocated to support you based on where you are in that pathway. This means that you could be supported by more than one case manager at a time.

See our Customer Service Standards. We aim to respond within 5 working days where possible.

You can update your child or young person's contact details if their personal details or address change.

Online

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By telephone

Callers can ring the main number 0116 305 6600 anytime during office hours Monday to Friday. Calls go to the SENA business support team who will pass on your contact to the appropriate person / team.

SENA Customer Service Standards

All our staff will:

  • treat colleagues, partners, and customers fairly and with respect
  • be polite, helpful, open, and honest
  • provide easy to understand, useful and up to date information about our services
  • respect confidentiality and manage information we hold sensitively and securely
  • have the right to do their jobs without being verbally or physically abused

Service Standards:

  • Our service will work in compliance with the Data Protection Act 2018 and General Data Protection Regulations (GDPR) 2016
  • Whenever possible, enquiries will be answered at the first point of contact
  • If this isn't possible, callers will be connected to the appropriate area, this may be a team within SENA or another department within Leicestershire County Council
  • Wherever possible, we will let you know who will be dealing with your enquiry within 5 working days
  • Wherever possible and where appropriate, emails will be responded to within 5 working days
  • When you contact the service, your contact may need to be re-directed to a more appropriate team or service area. In this instance, we will let you know that this has happened
  • We will operate in accordance with timescales as set out Code of Practice 2015
  • The service will treat children and young people as individuals, with a child / young person-centred approach
  • All reasonable efforts will be made to ensure the voice and views of the parent / carer / child / young person is considered in our work. Those over the age of 16 will be supported to promote their own views and wishes
  • We will communicate clearly, minimising technical terms wherever possible