Customer Service Policy

The SEN Agency, Love Teachers Ltd supplies SEN teachers, teaching assistants and support staff to schools. This policy explains what you can expect from us.

 

Our promise

- Treat every school, candidate and family with courtesy, honesty and respect.

- Put the safety and wellbeing of children first in every placement decision.

- Match staff carefully to the needs of each school and pupil group.

- Give clear, accurate information about our staff, checks and fees before work starts.

 

Response times

- We aim to answer calls and emails within one working day, and urgent same-day requests as quickly as we can. Our office hours are Monday to Friday in term time, 7:00 am to 6:00 pm.

- We will confirm bookings in writing, including the vetting and safeguarding checks completed for each person we place.

- We will tell you as soon as possible if we cannot fill a booking or if a placement changes.

 

Staff we place

- Every candidate is fully vetted before placement. See our Recruitment and Vetting Policy and Safer Recruitment Policy.

- We brief candidates on each school's expectations and on professional conduct before they start.

- We follow up after placements and welcome feedback from schools and candidates.

 

Feedback and complaints

We welcome feedback, good or bad. If something goes wrong, see our Complaints Procedure.

 

Fees and terms

Our fees and terms of business are agreed with each school in writing before supply begins. Our terms of business are available on request - please email office@thesenagency.co.uk.

 

Confidentiality

We handle personal information in line with our Privacy Policy and data protection law.

 

Review

We review this policy each year, and after any significant complaint or change in our services.