SEN Caseworker Duty Line

• Your enquiry will be logged by the team 
• If it can be answered straight away, we will do so 
• If not, a duty caseworker will follow it up 
• More complex matters may be passed to your allocated caseworker 

If your enquiry can’t be resolved at first contact, we aim to respond by the end of the next working day. 

Some enquiries need more detailed work and may need to be passed to your child’s allocated caseworker. 

• All enquiries are first reviewed by the duty caseworker 
• If your enquiry is complex, it will be flagged and prioritised for the relevant caseworker 
• Where possible, you will still receive a response by the end of the next working day 

If a full response is not possible within that time: 

• You will receive an acknowledgement email so you know your enquiry has been received 
• Your enquiry will then be followed up within three working days 
• If it takes longer to resolve, you will receive further updates so you are kept informed 

Clear escalation arrangements are in place to make sure enquiries are monitored and followed up. 

Please still contact us using the Duty Line details above. 

This ensures your enquiry is visible and reviewed quickly, and prioritised if needed through the duty process. 

No. Individual caseworkers no longer respond directly to emails or phone calls. 

Using a triage system helps us manage enquiries fairly and avoid missed messages. 

If you email a caseworker directly: 

• You will not be ignored 
• You will receive an automatic reply explaining the change and asking you to contact the SEN team using the SEN Telephone line or central mailbox.