Communications Policy
Info
Status: pending-signoff · Version: 05.26 · Last reviewed: 2026-05-21 · Next review: 2027-05-21 Owner: Head · Approved by: Proprietor + Governing Body
1. Purpose
This policy sets out how The Haven communicate internally and externally. It applies to communication between staff, with learners and families, with commissioners and partners, and to public communication via website, social media and press.
2. Principles
- We communicate clearly, in plain English, in a way that is accessible to neurodivergent readers.
- We communicate respectfully, regardless of disagreement.
- We are open and timely; delay damages trust.
- We protect personal data and confidentiality at all times.
- We model the language we want others to use: neuro-affirming, identity-respecting, free of pathologising terminology.
- We are honest about what we do, what we don’t do, and where we are still learning.
3. Communication with families
Families are entitled to clear, timely, honest communication. Our standards:
- Routine queries: response within two working days during term.
- Safeguarding-relevant matters: immediate response by the DSL or appointed deputy.
- Concerns about a learner’s well-being or progress: proactive contact, not reactive.
- Scheduled review meetings at agreed intervals.
- Out-of-hours: monitored channels for genuine emergency; otherwise responded to in the next working window.
4. Communication with commissioners and partners
Commissioners (Local Authorities, schools) and partners receive:
- Clear contractual terms at point of placement or engagement.
- Agreed reporting on attendance, engagement and progress.
- Transparent communication about any safeguarding concern or significant change in the placement.
- Single named point of contact where helpful.
5. Internal communication
- Staff use designated channels for team communication; communication with learners and families is routed through approved platforms only.
- Staff respond promptly to internal communication during their working hours.
- Sensitive information is shared on a need-to-know basis.
- Disagreements are raised through line management and supervision, not through public channels.
6. Public communication, website and social media
- Public communication is approved by the Proprietor or delegate.
- Personal opinions of staff are not represented as those of The Haven.
- Identifiable images of learners are only used with consent (see Declaration: Photos, Videos and Lesson Recordings).
- Press enquiries are routed to the Proprietor.
7. AI-assisted communication
Use of AI tools in drafting communication is governed by the Responsible Use of AI Policy. Drafts are reviewed by a human before sending. AI is not used to draft communication concerning safeguarding without explicit oversight.
8. Confidentiality and data protection
All communication respects the Data Protection Policy and the Privacy Notices. Personal data is shared only where there is a lawful basis.
9. Complaints
Complaints about communication or about other aspects of the service are addressed under the Complaints Policy.
10. Related documents
- Data Protection Policy
- Privacy Notices
- Responsible Use of AI Policy
- Online Safety Policy
- Staff Conduct Policy
- Complaints Policy
11. Review
This policy is reviewed annually by the Proprietor and approved by the Board of Governors.
| Document version | 1.0 |
|---|---|
| Date issued | May 2026 |
| Next review | May 2027 |
| Document owner | Proprietor |
| Approved by | Board of Governors |