Get help with your child's progress

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

  • Whenever possible, enquiries will be answered at the first point of contact
  • If this is not possible callers will be connected to the appropriate area, this may be a team within SENA or another department within Leicestershire County Council
  • We will let you know who will be dealing with your enquiry within 3 working days, during extremely busy periods this will be extended to 5 working days
  • All locality teams within SENA have a dedicated email inbox, where appropriate emails will be responded to within 3 working days – during extremely busy periods this will be extended to 5 working days
  • There are occasions when several weeks will pass without communication from the service, this is a normal part of the Education, Health and Care Needs Assessment process. To avoid unnecessary worry or stress for families, we will make information available via the local offer to support you through the process

Education, Health and Care Needs Assessment process

  • You will receive a generic acknowledgement that the application has been logged
  • Your case will initially be managed by SENA Triage
  • If the decision is made to progress the assessment, within 6 weeks of the request being logged you will be contacted and informed of the decision 
  • A full and detailed written response will also be provided
  • If the decision is to proceed with the assessment, you will receive a generic letter confirming this within 6 weeks of the request being logged
  • Within 14 days of this letter you will be contacted by your allocated Case Manager, who will introduce themselves and discuss the next steps with you

Annual Review on an EHCP

  • 1 of 3 Case Managers assigned to your child’s locality area will review the information submitted by the school or college and make a decision based on this
  • You will receive a generic letter that will inform you of this decision, the letter will contain the contact information for the Case Manager allocated to support the annual review of the EHCP.