Le Roux SEND Group
Last Updated: April 2026

1. Purpose of This Policy

This policy outlines how communication is managed between Le Roux SEND Group and clients. It ensures:

• Clear expectations around contact and response times
• Professional and respectful interactions
• A structured and sustainable service

2. Communication Channels

All communication must take place through approved channels:

• Email: [Insert Email Address]
• Scheduled calls (via booking system e.g. Calendly)
• Other agreed platforms where relevant

We do not provide support via:

• Personal phone numbers
• Unscheduled calls
• Social media direct messages (unless explicitly agreed for specific purposes)

3. Response Times

We aim to respond to all communications within:

• 24–48 hours during working days

Please note:

• Messages sent outside working hours will be responded to during the next working period
• Response times may vary during busy periods, but we will always aim to respond as promptly as possible

4. Working Hours

Standard working hours are:

[Insert Days, e.g. Monday–Friday]
[Insert Times, e.g. 9:00am – 5:00pm]

Communication outside of these hours is not guaranteed and will be addressed during the next working day.

5. Booking and Scheduled Communication

• All consultations and support sessions must be booked in advance
• Sessions are time-limited (e.g. 60 minutes unless otherwise agreed)
• Ongoing communication outside of scheduled sessions is limited unless included in a paid package

6. Scope of Communication

Communication is limited to the scope of the service purchased.

• Brief follow-up responses may be included where appropriate
• Ongoing advice, document review, or extended support requires additional booking or package upgrade

7. Urgent Matters

Le Roux SEND Group does not provide emergency or urgent response services.

If you require immediate support, please contact:

• Your child’s school
• Local Authority services
• Emergency services (if necessary)

8. Professional Conduct

All communication must remain respectful and appropriate.

We reserve the right to:

• Refuse to engage with abusive, aggressive, or inappropriate communication
• End communication or services where boundaries are not respected

9. Record Keeping

For professional and safeguarding purposes:

• Communications may be recorded and stored securely
• Records may be kept for reference, continuity of service, and compliance

10. Confidentiality

• All communication will be treated confidentially
• Information will only be shared where necessary, including safeguarding or legal obligations

11. Changes to This Policy

We may update this Communication Policy from time to time. Any updates will be published on this page.

12. Agreement to This Policy

By engaging with Le Roux SEND Group, you agree to adhere to this Communication Policy.