When you need to contact us, our aim is to ensure you are dealt with promptly, efficiently and, most importantly, by the appropriate person.

Secondary schools are complex organisations employing many staff with specific responsibilities to ensure your child gets the best possible education. The best person to deal with you may not be your child’s Tutor or indeed, the Principal. Our administration staff have been trained to ensure you will be directed to someone who has sufficient seniority to deal with and is authorised to respond on behalf of the school to your enquiry.

These guidelines take into consideration the diverse roles of those employed in schools, their expertise and the fact that teachers spend the majority of each day teaching so are not readily available to respond to emails, phone calls, or unannounced visits.

We hope the following guide will help to clarify the most suitable person for you to contact to address your concerns when you contact the school.


Please contact the School Office (01455 230731) with any emergency and the receptionist will then direct your call.

Routine matters, queries and non-urgent pastoral issues

Where time is not of the essence, you should contact the Form Tutor by email using our email directory for contact details.

Subject Enquiries

Please contact the subject teacher directly by email. Please be aware that teachers are often in the classroom all day and attending meetings after school so may not pick up emails quickly. We expect our staff to respond to enquiries within 48 hours.

Pastoral concerns

To discuss more serious matters, concerns about progress in multiple subjects or for an overview of your child’s experience at school, please contact the relevant Year Manager by email. 

Contacting the Senior Leadership Team

Should you have a particularly serious, or whole school matter of concern, you may wish to contact a member of the Senior Leadership Team. Please contact any member of the SLT directly by email or, if you are unsure of who would be the most appropriate to contact, use office@redmooracademy.org and your enquiry will be directed to the most relevant member of the team.

Response time

This will depend on the nature of the concern. We aim to reply to routine emails from parents and carers (and other correspondence, whenever possible) within 48 hours – two working days but we pride ourselves on our prompt and efficient response times. We constantly ask ourselves what would we want as a parent and often, that is simply to be kept informed and updated.

There may be occasions when we don’t live up to the exceedingly high standards we set ourselves or when we get something wrong. That is never intentional and we always act in the best interests of our students based on the information we have at that time. If that happens, please talk to us and ask to speak to a more senior member of staff and do not take your frustrations out on staff. Thankfully, such occasions are EXTREMELY rare – but are taken very seriously.

Reporting an absence

Please report any absences by contacting the school. If contacting us via telephone using our dedicated absence number -01455 890559 or by sending a message via ParentMail. Please ensure a clear message is left with your child’s name and tutor group and reason for absence.

We must be informed as soon as possible of any absence and certainly no later than 9.30am.

Medical appointments should be notified in advance wherever possible and where possible not made during the school day.