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A Parent’s Guide to Admissions to Schools in
Norfolk 2025-26
Note: The information contained in this booklet relates to the school year September
2025 to August 2026
You can apply online during the three transfer rounds (First Admission to School,
Transfer from Infant to Junior and Transfer to Secondary School) at: Online
Admissions
For all other admissions, please apply at Norfolk County Council's moving schools
webpage
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Contents
A Parent’s Guide to Admissions to Schools in Norfolk 2025-26 .......................... 1
Further Information ................................................................................................. 3
Neighbouring local authorities................................................................................. 3
The pattern of education in Norfolk ......................................................................... 4
Types of school ....................................................................................................... 5
Admission to schools in Norfolk .............................................................................. 6
School Admissions - Important dates ..................................................................... 9
Admission round questions ................................................................................... 12
Summary of Norfolk's co-ordination scheme ........................................................ 20
In Year Admissions – Guidance............................................................................ 28
In Year Admissions Questions .............................................................................. 30
In Year Admission Process ................................................................................... 32
Norfolk Fair Access Protocol ................................................................................ 34
School transport .................................................................................................... 35
Provision for pupils with special educational needs .............................................. 38
Attendance support ............................................................................................... 40
Behaviour support ................................................................................................. 40
Other support services .......................................................................................... 40
Immunisations for Children Starting School .......................................................... 42
Norfolk Library and Information Service Welcome Families ................................. 42
School Governors ................................................................................................. 42
School catering ..................................................................................................... 43
Charges for school activities ................................................................................. 45
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Further Information
If you require more information about any of the matters covered in this guide,
please contact:
Admissions Team
County Hall
Martineau Lane
Norwich
NR1 2DH
Tel: 0344 800 8020 Email: admissions@norfolk.gov.uk
The Department for Education publishes statutory guidelines on school admissions
and admission appeals which are available to read at School Admissions Code
booklet and School Appeals Code booklet.
You may also wish to visit the Department for Education website to see school
performance data and the Ofsted website to see Ofsted reports on individual
schools.
The government website provides advice on choosing a school in the Parents
section.
To find the nearest school to your home address see Norfolk County Council's
Schoolfinder where additional information is provided about individual schools and to
obtain details of the catchment school for your address please visit Norfolk County
Council's where I live webpage.
You can access the internet free in Norfolk’s public libraries.
Neighbouring local authorities
Cambridgeshire County Council
Castle Court
Shire Hall
Cambridge CB3 0AP
Phone: 0345 045 1370.
Email: admissions@cambridgeshire.gov.uk
Website: Schools and Learning - Cambridgeshire County Council
Lincolnshire County Council
Education and Cultural Services Directorate
County Offices
Newland
Lincoln LN1 1YQ
Phone: 01522 782030
Email: schooladmissions@lincolnshire.gov.uk
Website: Schools and education – Lincolnshire County Council
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Suffolk County Council,
Endeavour House
8 Russell Road
Ipswich IP1 2BX
Phone: 0345 600 0981
Email: admissions@suffolk.gov.uk
Website: School places - Suffolk County Council
The pattern of education in Norfolk
Education takes place in one of the following kinds of school depending on where
you live (see the Where I Live section on Norfolk County Council’s website for details
of schools and their age ranges in your local area).
When do children start school?
Children born between 1 September 2020 - 31 August 2021 will be offered a full-time
place in a reception class from September 2025. Infant schools are for 4+ to 7 year
olds and primary schools are for 4+ to 11 year olds.
When do pupils transfer from one school to another?
Pupils transfer from infant schools to junior schools in the year after their 7th birthday
(7+). Junior schools are for 7 to 11 year olds.
Pupils transfer to secondary education from primary schools or junior schools at 11+.
Secondary schools are for 11 to 16 year olds or 11-18 year olds if the school has a
sixth form.
University Technical College Norwich offers technically orientated education for 14–
19 year olds.
These ages define when pupils are "due to transfer" which is a term used in
admission rules.
16-19 year olds
A pupil ceases to be of statutory school age on the last Friday of June of the school
year (1 September – 31 August) in which he or she reaches his or her sixteenth
birthday. However, the Education and Skills Act 2008 means that all young people
will be required by law to continue in education or training to the end of the academic
year in which they turn 17 and until at least their 18th birthday.
There are sixth form colleges at Gorleston and North Walsham. Other colleges of
further education offer a wide range of academic and vocational courses and some
secondary schools offer sixth form provision.
Information on the choices available for 16-19 year old pupils and how to apply for
places at sixth form centres, sixth form colleges and colleges of further or higher
education can be found on the Help You Choose website.
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Types of school
Across Norfolk the following types of school offer free education and Norfolk County
Council coordinates admission to the majority of these schools. Norfolk County
Council does not co-ordinate admissions to independent schools.
Community schools
These schools are owned by us, but locally managed by the governing board and
headteacher. Religious education and worship are taught in accordance with
Norfolk’s agreed syllabus. Norfolk County Council manages admissions to all
community schools in Norfolk.
Voluntary controlled schools
These schools were originally provided by voluntary organisations such as the
Church of England and educational trusts. In most voluntary controlled schools,
religious education is provided in accordance with Norfolk’s agreed syllabus. Norfolk
County Council manages admissions to all voluntary controlled schools in Norfolk.
Voluntary aided schools
The governing board decides the religious education syllabus, but it must be in
accordance with the trust deed of the school. The governing board also has
additional powers and responsibilities for the appointment of staff, admission of
pupils and the upkeep and improvement of buildings. Admissions to voluntary aided
schools are coordinated by the local authority and the governing board must use
their published admission rules to prioritise applications.
Foundation schools and Trust schools
We are responsible for funding these schools, but their governing board is
responsible for running them and specifically responsible for the admission of pupils.
Admissions to foundation and trust schools are coordinated by the local authority
and the governing board must use their published admission rules to prioritise
applications.
Academies including Free Schools
Academies are publicly funded independent schools with sponsors from the private
or voluntary sectors or from churches or other faith groups. The board of governors
is responsible for the strategic leadership of the school and for the admission of
pupils. Admissions to academies and free schools are coordinated by the local
authority and the governing board must use the published admission rules to
prioritise applications.
In the first year of opening free schools are not legally required to coordinate their
admissions through the local authority. Check the school’s website for information
about the admission process.
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University Technical College (UTCs)
University Technical Colleges (UTCs) are technical academies for 14 to 19 year
olds. They have university and employer sponsors and combine practical and
academic studies. UTCs specialise in subjects such as engineering and construction
– which are taught alongside business skills and the use of ICT. Details of the UTC
Norwich are available at: Norfolk Schools and Learning Providers - Schoolfinder.
All through schools
All through schools provide education for children from 4-16 and 4-18 years of age.
Children on roll at an all through school do not need to transfer to continue their
education at Year 7 even if the all through school is on more than one site.
Special needs schools
These are schools for children with severe and complex special educational needs
and who hold an Education Health and Care Plan (Previously called statements of
special educational needs).
You can find out the category of each school from the individual school details on
School Finder on our website.
Admission to schools in Norfolk
When do children start school?
All parents of children born between 1st September 2020 and 31st August 2021
must be offered a full-time place from September 2025. Parents are entitled to defer
their admission or request that their child attend on a part-time basis, however the
child must start school on a full-time basis on the prescribed day following their fifth
birthday (or on their fifth birthday if it falls on a prescribed day). The prescribed days
are 31 December, 31 March and 31 August.
Can my child start school later?
The law allows parents to ask for their child to be admitted but lets them delay the
start date until later in the school year or to start on a part time basis. The effect of
this is that the place is held and cannot be offered to another child. For a place to be
held, admission can only be delayed within the academic year. This means the
admission must take place by the summer term 2026. Places cannot be held until
the following autumn term for those children who are five during the preceding
summer term.
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What is a part-time place?
A part-time place will be five sessions of three hours per week. Each school will
decide the days and times of the sessions that can be offered. If you want your child
to attend part-time please discuss with the headteacher of your allocated school.
Can my child start school earlier?
Your child cannot start earlier than the policy allows.
If I do not think my child is ready to start school, can they start in Reception
the following year?
If your child was born between 1 April and 31 August (summer born) you can choose
not to send them to school until the September following their fifth birthday and
request that they are admitted out of their normal age group – to Reception, rather
than Year 1.
The admission authority must consider parental requests and make decisions based
on the circumstances of each case and in the best interests of the child.
Parents are encouraged to make any request in good time and before the closing
date for the normal admission round (to start school when their child is 4+ on 1
September - the normal year for admission (see timetable on page 9). Parents will
need to provide the detailed reasons for their request including any supporting
evidence from relevant professionals to enable their request to be given proper
consideration. The request should be emailed to the Admissions Team and include
the child’s name and date of birth.
Parents will need confirm the school(s) they are planning to express preferences for
as the decision will be made by the admission authority for the school, the Local
Authority for Community and Voluntary Controlled Schools, the Governing Board for
Foundation and Voluntary Aided Schools and the Academy Trust for Academies and
Free schools.
Where an admission authority agrees to a request to defer until the next academic
year the parent will be able to apply in the following year when their child is 5+ on 1
September. Any agreement to a request to defer admission does not guarantee a
place at the preferred schools, but the application will be considered alongside all
other applications for a Reception place (described as “due to start school” in our
admission arrangements).
Parents need to be aware that the admission authority for a school can change (for
example if a school becomes an academy). The new admission authority has the
legal right to re-consider the request at the time of application.
Where a parent’s request is not upheld the child will still be considered for a
Reception place for the normal year for admission (provided the admission
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application is received before the application deadline, otherwise this will be treated
alongside other late applications).
Parents have a statutory right of appeal against the refusal of a place at a school for
which they have applied. This right does not apply if they are offered a place at a
school for which they have applied.
It is recommended that you make application for the normal point of admission by
the closing date of 15 January 2025 at the same time as making a request for a
delayed admission. Late applications are considered after those received on time.
Please visit “Advice on the admission of summer born children” for further non-
statutory guidance from the Department for Education.
When must I decide which school I would prefer my child to attend?
Please see the timetables below for all important dates in the three admission
rounds. You might find it helpful to visit the school(s) before you apply. Many schools
hold open events for parents. Details on these can be obtained from the schools or
from notices which some schools publish in the local papers. If a school does not
have an open event you can get more information by contacting the headteacher at
the school. You must make your admission application to us by the closing date
specified in the appropriate timetable.
What happens if I apply after the closing date?
If your application is late we will still consider it but it will be given a lower priority
than all preferences received on time. This is because all applications received by
the closing date must be considered before any late applications. If there are
exceptional circumstances as to why your application is late, please include them
when you make your application.
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School Admissions - Important dates
Admission to Reception classes for the School Year 2025/26
23 September 2024 - Admission round opens
Parents can start applying for admission. You should apply online at: Online
Admissions
15 January 2025 - Closing date for on time applications
All applications must be received by us by this date.
2 April 2025 - Coordination scheme applied
No changes can be made to applications after this date until after Offer Day.
16 April 2025 - National Offer Day
For those who apply online, decisions will be available on the website from 08:30am.
An email, with additional information, will then follow during the day. If you complete
a paper application, you will be sent a decision letter which will arrive after this date.
20 May 2025 - Mini admission round
All changes requested which have been held since 15 January are considered from
this date.
26 May 2025
This is the last day for telling us you want to appeal.
June/July 2025
Appeal hearings take place.
31 December 2025
All waiting lists held by us cease to be maintained from this day.
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Transfer to Junior School for September 2025
6 November 2024 - Admission round opens
Information about the transfer to junior round is released; letters will be distributed to
all children in infant schools due to transfer to junior schools. You should apply
online at www.admissionsonline.norfolk.gov.uk.
15 January 2025 - Closing date for on time applications
All applications must be received by us by this date.
2 April 2025 - Coordination scheme applied
No changes can be made to applications after this date until after Offer Day.
16 April 2025 - National Offer Day
For those who apply online, decisions will be available on the website from 08:30am.
An email, with additional information, will then follow during the day. If you complete
a paper application, you will be sent a decision letter which will arrive after this date.
14 May 2025 - Mini admission round
All changes requested which have been held since 15 January are considered from
this date.
26 May 2025
This is the last day for telling us you want to appeal.
June/July 2025
Appeal hearings take place.
31 December 2025
All waiting lists held by us cease to be maintained from this day.
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Transfer to Secondary School for September 2025
11 September 2024 - Admission round opens
Letters will be distributed to schools and given to all Year 6 pupils who live in Norfolk
and attend a maintained Norfolk School. You should apply online at: Online
Admissions
31 October 2024 - Closing date for on time applications
All applications must be received by us by this date.
3 February 2025 - Coordination scheme applied
No changes can be made to applications after this date until after Offer Day.
3 March 2025 - National Offer Day
For those who apply online, decisions will be available on the website from 08:30am.
An email, with additional information, will then follow during the day. If you complete
a paper application, you will be sent a decision letter which will arrive after this date.
28 March 2025
This is the last day for telling us you want to appeal.
3 April 2025 - Mini admission round
All changes requested which have been held since 31 October 2024 are considered
from this date.
May/June 2025
Appeal hearings take place.
31 December 2025
All waiting lists held by us cease to be maintained from this day.
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Admission round questions
How do I apply?
You can apply online during the three transfer rounds at: Online Admissions or you
can complete a paper application available from Norfolk School Admissions or by
requesting a copy from Customer Services on 0344 800 8020.
Why should I apply online?
There are a number of advantages to applying online.
• It’s quick, safe and secure
• Your application will be confirmed electronically
• You will be able to view the application at any stage
• You will be able to find out which school your child has been offered on offer day.
Apply at Online Admissions
Remember, free access to the internet is available at all Norfolk libraries.
At which school do I stand the best chance of getting a place?
You are entitled to make a preference for any school, but you should read the
oversubscription rules for that school to work out what priority your child would have
for a place. Some schools give a higher priority to children living in a defined area
(the catchment area) and most are able to accommodate all pupils living in their
catchment area. If a place is offered at a school outside your catchment area, your
child will not be guaranteed a place at the next school in that area when it is time to
transfer.
Where can I find out which is my catchment school?
It is important to note that not all schools use catchment areas to determine
admission decisions. To find the nearest schools to your home address enter your
postcode at Norfolk County Council's Schoolfinder where additional information is
also provided about schools together with details of the individual admission policies.
All schools, regardless of the phase of education, are listed on this website.
You can find out the catchment schools for your home address by visiting Norfolk
County Council's where I live webpage or contact us on 0344 800 8020.
How is the priority for places determined?
The admission authority must use the published admission rules to prioritise
applications. A parent is entitled to provide additional information in support of their
application, but this can only be considered where it confirms, or supports one of the
stated oversubscription rules for the school.
The oversubscription rules for each school are available on our website at:
SchoolFinder
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Is there a limit to the number of children in a class?
In Reception, Year 1 and Year 2 (children aged 4, 5 and 6) children should normally
be taught in classes of no more than 30. There is no legal limit for children in all
other year groups. It is, however, important that classes are not too large so that all
pupils receive an effective education.
Should I state a preference for more than one school?
We encourage parents to state four preferences for schools. These preferences will
be considered by the admission authority for each school. You will not increase your
chance of being offered a place at a popular school by putting only one preference or
the same school more than once. You must consider how your child will get to and
from the preferred school(s) and you should read the section on School Transport on
page 34.
We encourage you to include your catchment school as a preference as we cannot
hold places and you may be offered a school further away if we are unable to offer
any of your preferences but remember not all schools give priority to children living in
the catchment area.
How do I apply for a school not in Norfolk?
If you wish to apply for a place at a school situated outside of Norfolk, you must
include this school as one of your four preferences on your application. We will then
work with that local authority to check whether they can offer you a place. We make
sure that when a parent could potentially be offered more than one place, their
highest preference is offered, and other potential offers refused. This is to ensure
that parents are only offered one school place and do not ‘block’ places that could be
offered to other children.
How does co-ordination work?
Each admission authority (Norfolk County Council for community and voluntary
controlled schools and the governing board or Trustees at each academy, Free
School, Foundation, Trust and Voluntary Aided school) has to consider all
preferences for the school and prioritise them in accordance with the published
oversubscription rules. See page 20 for details of Norfolk's coordination scheme.
You can find individual school’s oversubscription rules on our website at:
SchoolFinder
Do you reserve a place at my catchment school if I do not state a preference
for it?
No - admission authorities cannot reserve places so you are advised to include your
catchment school as one of your preferences, where in most cases you will have a
high priority for a place. If you are not sure of your catchment school, please contact
us or check Norfolk County Council's where I live website. If you do not include your
catchment school as a preference, you may find we cannot offer you a place at
either your catchment school or your preferred school and you could be offered a
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school much further away from your home address.
If my child attends a nursery class do I need to apply again for a place in
Reception?
Yes - you must apply for a Reception place even if you want a place at the same
school.
Does attending a nursery guarantee a place at the attached school?
No – attendance at a nursery does not guarantee or give any priority for a place in
Reception even if the nursery is attached to the main school for the majority of
schools in Norfolk.
What happens if a school gets too many applications?
When there are not enough places at a school for all the children who have applied,
we use oversubscription rules to decide who will get in. These are published on the
individual school's page on SchoolFinder.
How many children can a school admit?
Each school has a Published Admission Number which is the maximum number of
places available. The Published Admission Number for each school is on the
individual school’s page on SchoolFinder.
What happens if I am not offered any of my preferences?
In accordance with our legal duty, we will offer you a place at the next nearest school
with a place available. You have the right to appeal against any preference that has
been refused.
Who should complete the application?
We expect a parent or parents to complete the application. We consider any person
with parental responsibility (PR) to be the parent of a child. Any application signed by
a parent has to be considered by us. If more than one parent has PR we are not
required to obtain the agreement of both parents before processing an application.
Can each parent make an application for their child's school place?
We expect one application per child. If more than one application is received only
one will be processed. If more than one parent has Parental Responsibility, we are
not required to obtain the agreement of both parents before processing an
application.
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Definition of parent
Section 576 Education Act 1996 states that a ‘parent’, in relation to a child or young
person, includes:
• all biological parents, whether they are married or not;
• any person who, although not a biological parent, has parental responsibility for
a child or young person – this could be an adoptive parent, a step-parent,
guardian or other relative;
• any person who, although not a biological parent and does not have parental
responsibility, has care of a child or young person
A person typically has care of a child or young person if they are the person with
whom the child lives, either full or part time and who looks after the child, irrespective
of what their biological or legal relationship is with the child.
Every parent, as defined above, has an equal right to make decisions about the
child’s education.
You may be asked to provide evidence that you are the ‘parent’ of a child as we will
need to be satisfied that you have a right to this information before sharing it with
you. We may ask for this evidence even if you reside with the child or not.
What happens if parents cannot agree on which school their child should
attend?
We can only offer one school place to each child so we are unable to process
applications where there is a conflict between parents as to which school their child
should attend. Where we receive different preferences from parents we will firstly
write to the parents and explain that we cannot process the application until
agreement is reached. In the transfer rounds if agreement is not reached by the
latest date for consideration of “late applications”, all preferences will be frozen and a
place will be offered at the nearest school to the child’s home address with places
available. We will require evidence of parental agreement in the form of written
confirmation from each parent confirming their agreement or a Court Order.
For in year admissions, we will expect the child to stay at their current school until
there is agreement by both of the parents in writing as to which school the child
should attend or an Order is made by the Court. Where we have already offered a
place and we are later informed of a dispute between parents we will withdraw the
place offered and freeze the application until there is agreement between the parents
or a Court Order unless the child has already started at the new school.
Where a child has moved a distance that makes travel to the current school
unreasonable even where there is a pending Court application, we will offer a place
at the catchment school, or nearest school to the address at which the child is
currently living.
Where a child is Missing Education, to comply with the Local Authority’s statutory
duties, a school place will be offered at the nearest school to the address which the
child lives, with a place.
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Who is defined as a brother or sister?
For the oversubscription rules for Voluntary Controlled and Community Schools, we
define siblings as: brothers or sisters living at the same address including adopted
children, step-brothers, step-sisters and children in foster care within a family unit.
Some admission authority schools may have a different definition. (See the individual
school admission policy for details.)
What about twins, triplets and multiple births?
If a school has only one place available and your children have priority for that place,
all of the siblings will be offered a place, even though there is only one place
available. Where infant class restrictions apply the local authority will grant an
exception as the law allows. Siblings born in the same school year will be treated as
multiple births and exceptions will be also granted in these cases.
What is the home address?
Applications are processed based on the home address for the child when you
submit your application. In most cases, this will be the parents’ home address
although in cases where the parents are separated you will need to tell us which
address is the home address (please see the answer to the following question).
What happens if parents live at separate addresses?
Where a child lives with separated parents who have shared responsibility, each for
part of the week, the home address will be considered to be the address that the
child lives at for most of the week (including weekends). We will expect evidence to
support this at the time of application. In cases where the child spends an equal
proportion of the week with both parents, evidence of the main contact address and
which parent receives the child benefit will be required to support the application. If
neither parent is in receipt of child benefit then we will use the address that the child
is registered under at their GP surgery.
What if I move to a new house after I have applied for a school place?
If you move after you have stated your preference, you must inform us. If it is after
the closing date it may not always be possible to get a place at the local school for
your new address. Let us know as soon as possible when you think you will be
moving. You will need to provide evidence of the new address. We cannot take your
new address into account until we have received evidence that your child lives at the
new address. Even though you may know that you are moving to a new address in
the future we cannot take this into account until your child is living there.
What if I move out of the catchment area for the school I have applied for
before the offer letters are sent out?
You must notify us of any change of address as soon as you can as we must use
your current address. If you are no longer living in the address used on the original
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application at the date places are allocated and only tell us of your move after offer
day we may have to withdraw the place.
What if I am a UK Service Family or Crown Servant?
In line with the provisions of paragraph 2.21 of the School Admissions Code, for
families of service personnel with a confirmed posting, or crown servants from
overseas, Admission Authorities must:
• allocate a place in advance of the family arriving in the area (provided the
application is accompanied by an official letter that declares the relocation date)
• use the posting address when applying over-subscription criteria as long of
evidence of posting is provided.
Additional useful information is available at: Achievement - Norfolk County Council
Admission Authorities may give some priority to children eligible for service premium,
but you should check the over-subscription rules for the school you are applying for,
to see if this applies.
Verification of Addresses
The local authority is concerned that the “permanent addresses” given by some
parents may not be genuine or is temporary for the specific purpose of securing a
place at a particular school. The local authority must ensure that parents who
provide misleading or fraudulent information for admission do not deprive other
children of their rightful school place.
To ensure a fair process for all families we check carefully to ensure that we use the
correct address to prioritise applications. However, if you feel a parent has not
provided the correct information contact us in confidence by e-mail at
admissions@norfolk.gov.uk or by telephoning 0344 800 8020.
Any parent who has obtained a place using a fraudulent address will have the
place withdrawn. If the fraudulent address is discovered after their child starts
school the place will still be withdrawn, and the child will be asked to leave the
school.
Will you ask for documentary evidence of my home address?
We will ask a sample of families to provide information to confirm the child’s home
address. We will contact these parents where additional information is required. We
may also require parents to provide further evidence to support the change of
address after their child starts at the school. If a school place has been secured
through false information provided about a home address, we do have the power to
withdraw the place offered even if the child has already started at the school.
We cannot accept a temporary address if you still own a property that was previously
used as a home address.
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Applications from Overseas
Applications can be made for a Norfolk school when your child is not living in the UK.
It is your responsibility as the parent or carer to check that your child has a right,
under their visa entry conditions, to study at a state-funded school (maintained, free
school or academy).
We recommend that if you are entering the UK from overseas and wish to apply for a
school place that you check your child has a right of abode or that the conditions of
their immigration status otherwise permit them to attend a maintained, free school or
academy in England. For further information please visit the government’s webpage
at Right of Abode.
We will need evidence of your new address in Norfolk. If we do not receive this
before we process your child’s application, then your child’s current address will be
used. If this is in another country, it would give your child a lower priority for
admission to most schools. If we receive evidence of your new address by the
relevant closing date or we receive this before the following dates, we will process
your application from your new address as an on-time application. You will need to
either email or post your evidence to the Admissions Team making it clear who this
evidence relates to by including your child’s name and date of birth. If you send your
information through the post, we strongly suggest you get proof of posting as we
cannot be responsible for information lost in the post.
What does “due to transfer” mean?
Children in their last year (Year 2) at an Infant school are due to transfer to a junior
school. Children in their last year (Year 6) at a Junior school or Primary school are
due to transfer to a secondary school.
Will my child be interviewed?
Schools may wish to meet with parents before your child starts at the school to
discuss needs and support for your child. However, this must not in any way be used
to consider whether your child is offered a place or not. No parent or child should be
interviewed as any part of the application or admission process, in any school. This
means that the outcome of interviewing or testing must not determine whether a
school offers a place or not. In order that schools cannot be accused of assessing
prior to admission, they must clearly state to a parent before any interview or tests
take place, that their child has been offered a place at the school. Only once this
statement has been made can further discussions or tests take place to determine
factors such as setting arrangements or the level of support an individual child might
need.
An exception is Wymondham College (the only state school in Norfolk offering
boarding places) which may interview pupils to assess their suitability for a boarding
place.
Some schools admit a percentage of pupils on the basis of aptitude in a particular
subject and those schools are permitted to test applicants prior to offering their
specialist places.
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Will I be offered help with transport?
We will offer your child free transport to their nearest catchment or nearest school if it
is more than two miles away if your child is under 8 years old on 1st September of a
school year but this increases to more than three miles when your child is over 8.
See pages 34 – 36 for full details about school transport in Norfolk. Free transport
will not be provided where parents express a preference for a school which is
not the catchment or nearest school to their address.
My child has special needs, will this affect the decision?
Children with special educational needs, but without an Education Health and Care
Plan (EHCP) or statement of special educational needs, are treated in the same way
as any other applicant. This means they cannot be turned down for a place just
because a school thinks it cannot cater for their needs. Where a child has an EHCP
or statement of special educational needs, adults with parental responsibility will
have been consulted on the particular needs and the provision (including a named
school where appropriate) that will be made to meet these needs. Once a school is
named in an EHCP or statement, the school must admit the child. Parents of children
with EHCPs or statements of special educational needs have the right of appeal to
the Special Needs and Disability Tribunal.
Can I change my preferences after I have sent the form in?
If you wish to change the order of your preferences after completing your application,
you must email or write to us with your changes. You need to be aware that if you
change your application after the closing date these will have a lower priority than
those preferences received on time. You can only express a maximum of four
preferences.
What if I want to consider flexi-schooling?
Occasionally schools may make special arrangements for a child to be educated part
time at school and part time at home (often described as flexi-schooling) with the
family. However, this would be at the discretion of the headteacher.
When will I know if my child has a place?
We will let you know the outcome of the application on the relevant national offer
day.
Transfer to secondary school National offer day 3 March 2025
Transfer to junior school National offer day 16 April 2025
Admission to reception classes National offer day 16 April 2025
If you have applied online, your admission account will be updated from 08:30 on the
morning of National offer day and you will receive an email during the day telling you
the outcome of your application together with additional information. If you have sent
in a paper application, you will be sent a letter by 2
nd
class post.
- 20 -
All school admission decisions must be confirmed by email or in writing by Norfolk
County Council. Schools are not able to make an offer or guarantee a place at their
school.
Acceptance of the place offered.
You must confirm your acceptance of the school place offered. To do this you can
login into your online admissions account and update the status to Place accepted
by parent or alternatively email the Admissions Team to confirm. If we do not
receive a response from you, we will assume your acceptance.
What can I do if I am refused a place?
If we are unable to offer a place for your child at your preferred school(s), you will be
offered an alternative place. You will also be given the opportunity to appeal (see
page 32). Appeals will be held in the summer term.
We must also keep a waiting list until the end of December of all children who have
been refused a place at a higher ranked school. If any places become available, all
those who have expressed a preference for a place at that school will be considered,
including those that have applied after the closing date. We will use the
oversubscription rules to determine who can be offered any available places.
Is there any further information to help me decide?
If you contact us we will also give you further advice on the school(s) where you
have a high priority for a place. Please remember that for most schools, it is your
child's home address that determines which school they have a high priority for, not
which school they currently attend. Nurseries and pre-schools are not considered
feeder schools for admission into Reception classes for the majority of schools, so
attending a Nursery or pre-school may not give your child a priority for a place.
Further details about schools can also be found in individual school brochures
available from each school or on the school’s website.
Summary of Norfolk's co-ordination scheme
• Parents can express up to four preference schools.
• All Norfolk parents will complete a common application form either online or on a
paper form which must be returned direct to us at the County Council.
• Any parents seeking to apply direct to any state funded school must be provided
with a common application form inviting three preferences which must then be
forwarded to the County Council.
• For first admission to school, admission information will be sent to parents using
data gathered from Early Year Providers and our Data Team in accordance with
the published timetable. For transfers to Junior or Secondary school admission
information will be sent to parents via their child’s current state school.
- 21 -
• Closing date for applications will be as per the published timetable.
• The governing boards of academies, foundation, trust, voluntary aided and free
schools manage their own admissions. If the school is oversubscribed, details of
all preferences cast for the school will be forwarded to the Headteacher so that
their over-subscription rules can be applied. Some schools require parents to
complete a Supplementary Information Form (SIF) so that oversubscription rules
can be applied. You will need to check if this is the case for the school(s) you are
making application for.
• Applications for school places in other Local Authorities will be forwarded to that
authority by Norfolk County Council in accordance with our timetable.
• Academies, foundation, trust, voluntary aided and free schools return all
applications sorted in rank order to Norfolk County Council by the required date.
• Other Local Authorities notify Norfolk County Council of potential offers.
• Norfolk County Council applies the published admission rules in the event of
oversubscription at Community or Voluntary Controlled schools to prioritise all
applications.
• Where more than one place could potentially be offered the single offer will be
for the school that the parent has ranked the highest. Lower ranked preferences
will be withdrawn. This process will be undertaken until all potential offers are
resolved.
• Where no preference can be met, Norfolk County Council will, wherever
possible, allocate a place at the next nearest school with spaces to ensure an
offer is made to all parents living in Norfolk.
• Parents will be advised of their right of appeal against any refusal and to whom
their appeal should be lodged for each preference that is refused.
• Norfolk County Council will make the final allocation of school places on the
appropriate offer day as stated in the timetable. Any changes after this date will
be considered in a mini admission round which takes place after the initial offer
of places.
• Norfolk County Council must maintain a waiting list until 31 December 2025 for
all Norfolk schools to co-ordinate changes which occur after the offer date. The
waiting list will be maintained in accordance with the published over-subscription
criteria for the individual school. No waiting lists will be maintained after this date.
• Late applications will be considered a lower priority than all on time applications.
After the initial allocations, applications will then be prioritised solely on the basis
of the oversubscription criteria.
• Parents must confirm acceptance of the place offered.
- 22 -
Information on oversubscription rules
Unless specifically stated in individual school admission arrangements the following
information and definitions apply to all maintained schools in Norfolk.
Distance
Distance will be measured on a straight line "crow-fly" basis using Ordnance Survey
data. The measurement will be taken from the post office postcode address point on
the child’s home to the post office postcode address point on the school.
Looked after children or children in public care
Schools must give highest priority to looked after children and all previously looked
after children, including those children who appear to have been in state care outside
of England. Previously looked after children are those who were looked after but
ceased to be so because they were adopted (or became subject to a residence order
or special guardianship order).
Siblings
When we use the oversubscription rules, “siblings” means: brothers or sisters living
at the same address including adopted children, step-brothers, step-sisters and
children in foster care within a family unit. Some admission authority schools may
have a different definition. (See the individual school admission policy for details.)
Only siblings attending school at the time of your child’s admission will be given a
higher priority in the oversubscription rules.
Feeder schools
Where an admission authority prioritises children on the basis of attending a feeder
school, those feeder schools will be listed as part of the admission arrangements.
Feeder school priority will only apply in the first year of entry to the school and will
not apply to in year school admissions.
Education Health and Care Plans (EHCP)/Statements of Special Educational
Needs
Where a child’s EHCP or statement of Special Educational Needs names a specific
school, the school must admit the child regardless of whether the school has a place
available. The oversubscription rules for most schools include pupils with EHCPs or
statements as the first priority to help parents understand that these pupils have the
highest priority legally. For those schools the remaining list of rules is used to
prioritise applicants if the school is oversubscribed.
Disability
Disability will be defined using the definition contained in the Equality Act 2010.
- 23 -
Random Allocation
Where random allocation is used to offer school places, applicants will have their
names drawn by lots to see who should be offered the places. There will be an
independent scrutiny of the random allocation process.
Admission arrangements can be subject to changes imposed by the Department of
Education Schools Adjudicator. If any changes are made these will be highlighted on
the School Admissions page of our website. We will also ensure that the electronic
version available on our website shows any changes as they occur.
Norfolk County Council decides on the admissions policy for Community and
Voluntary Controlled schools. You can find out the category of each school on
SchoolFinder.
- 24 -
Oversubscription rules for Community and Voluntary Secondary Schools
If there are more requests for places than places available, the Authority will admit
children in the following order of priority:
1. children with an Education, Health and Care Plan or Statement of special
educational needs naming the school;
2. children in public care, have been adopted from public care or adopted from
abroad who are due to transfer;
3. children who are due to transfer and live in the catchment area;
4. children who are due to transfer who have been allocated a permanent place at
a Specialist Resource Base attached to the school (Places allocated by Norfolk
County Council's Placement Panel);
5. children who are eligible for the service premium. A pupil is eligible for the
service premium if:
a) one of their parents is serving in the regular armed forces (including pupils
with a parent who is on full commitment as part of the full time reserve
service);
b) they have been registered as a ‘service child’ on the January school census
at any point since 2016;
c) one of their parents died whilst serving in the armed forces and the pupil
receives a pension under the Armed Forces Compensation Scheme or the
War Pensions Scheme.
6. children who are due to transfer and live outside the catchment area, who have
an older brother or sister attending the school at the time of admission (but not
the sixth form);
7. children who are due to transfer who live outside the catchment area and
attend a feeder school at the opening date of the admission round
8. children of staff at the school
a) where the member of staff has been employed at the school for two or more
years at the time at which the application for admission to the school is
made, and/or
b) the member of staff is recruited to fill a vacant post for which there is a
demonstrable skill shortage
9. children who are due to transfer and live outside the catchment area.
If all children within any of the above rules cannot be offered a place, the highest
priority will be given to children living nearest to the school within that rule. To
determine who lives nearest, distance will be measured on a straight line 'crow fly'
basis, using Ordnance Survey data. If following the application of admission rules
and distance two applicants cannot be separated for a final place at a school the
authority will use random allocation to determine the priority for the remaining place.
- 25 -
Oversubscription rules for admission to Reception classes in community and
voluntary controlled schools for children due to start school in the School
Year 2025/26
If there are more applications for places than there are places available, the Local
Authority will give priority to children living nearest to the school, according to the
following rules in this order of priority:
Children who are due to start school and:
1. have an EHCP or statement of special educational needs naming that school
2. children in public care, have been adopted from public care or adopted from
abroad who are due to transfer
3. live in the catchment area and who have a sibling attending the school at the
time of their admission
4. live in the catchment area who have a brother or sister attending the feeder
junior school
5. have a disability and live in the catchment area (Appropriate professional
evidence will be required to confirm the disability)
6. live in the catchment area
7. have been allocated a permanent place at a Specialist Resource Base attached
to the school. (Places allocated by Norfolk County Council’s Placement panel)
8. children eligible for the service premium. A pupil is eligible for the service
premium if:
a. one of their parents is serving in the regular armed forces (including pupils
with a parent who is on full commitment as part of the full time reserve
service);
b. they have been registered as a ‘service child’ on the January school census at
any point since 2016;
c. one of their parents died whilst serving in the armed forces and the pupil
receives a pension under the Armed Forces Compensation Scheme or the
War Pensions Scheme.
9. live outside the catchment area who have a brother or sister with a statement of
special educational needs attending the school at the time of their admission
10. live outside the area served by the school who have a brother or sister attending
the school at the time of their admission
11. live outside the catchment area who have a brother or sister attending the feeder
junior school
12. have a disability and live outside the catchment area (Appropriate professional
evidence will be required to confirm the disability)
13. children of staff
a. where a member of staff has been employed at the school for two or more
years at the time at which the application for admission to the school is made
and/or
- 26 -
b. the member of staff is recruited to fill a vacant post for there is a demonstrable
skill shortage
14. live outside the catchment area
If all children within any of the above rules cannot be offered a place, the highest
priority will be given to children living nearest to the school within that rule. To
determine who lives nearest, distance will be measured on a straight line “crow fly”
basis, using Ordnance Survey data. The address will be measured from the post
office address point on the property.
In the unlikely event that distance does not separate the final two or more pupils
seeking the last remaining place, a random allocation will be used to determine who
is offered the final place.
NOTE: Criteria 7 only applies to schools which have a Specialist Resource Base on
site.
Feeder school priority will only apply in the first year of entry to the school.
Children who will be four or more but under five on 1
st
September 2025 will be due to
start school.
Oversubscription rules for pupils transferring to community and voluntary
controlled junior schools (Year 3) for children in their last year at an Infant
school
If there are more applications for places than there are places available, the Local
Authority will give priority to children living nearest to the school, according to the
following rules in this order of priority:
1. children with an EHCP or statement of special educational needs naming that
school
2. children in public care, have been adopted from public care or adopted from
abroad who are due to transfer
3. children who are due to transfer, living in the catchment area who have a brother
or sister attending the school at the time of their admission
4. children who are due to transfer, living in the catchment area who have no
brother or sister connection with the school
5. children who are due to transfer and have been allocated a permanent place at a
Specialist Resource Base attached to the school. (Places allocated by Norfolk
County Council’s Placement panel).
6. Children eligible for the service premium. A pupil is eligible for the service
premium if:
a. one of their parents is serving in the regular armed forces (including pupils
with a parent who is on full commitment as part of the full time reserve
service);
b. they have been registered as a ‘service child’ on the January school census at
any point since 2016;
- 27 -
c. one of their parents died whilst serving in the armed forces and the pupil
receives a pension under the Armed Forces Compensation Scheme or the
War Pensions Scheme.
7. children who are due to transfer, living outside the catchment area who have a
brother or sister attending the school at the time of their admission
8. children who are due to transfer, living outside the catchment area and attend a
feeder school at the opening date of the admission round.
9. children of staff
a. where a member of staff has been employed at the school for two or more
years at the time at which the application for admission to the school is made
and/or
b. the member of staff is recruited to fill a vacant post for there is a demonstrable
skill shortage
10. children who are due to transfer, living outside the catchment area served by the
school who have no brother or sister or feeder school connection with the
school.
11. children attending primary schools with a brother or sister at the junior school
12. children attending primary schools with no brother or sister at the junior school.
If all children within any of the above rules cannot be offered a place, the highest
priority will be given to children living nearest to the school within that rule. To
determine who lives nearest, distance will be measured on a straight line “crow fly”
basis, using Ordnance Survey data. The address will be measured from the post
office address point on the property.
Where distance does not separate the final two or more pupils seeking the last
remaining place, a random allocation will be used to determine who is offered the
final place.
Important Note
‘School’ is defined as the main school and not a learning support centre or nursery class
attached to the school. This means that no priority would be given to a child from outside the
catchment area who had either a brother or sister at the attached nursery class or in
temporary or part-time attendance at the attached learning support centre. The address
given on the application form will be used to decide the catchment school.
Children in their last year (Year 2) at an Infant or First School will be considered due to
transfer. Children attending a primary school are considered as not due to transfer and
therefore their applications have the lowest priority for a place even if they live in the
catchment area of the school.
Feeder school priority will only apply in the first year of entry to the school.
NOTE: Criteria 5 only applies to schools which have a Specialist Resource Base on site.
Individual admission policies for academies and foundation, voluntary aided, trust,
and free schools can be found on the SchoolFinder
website.
- 28 -
In Year Admissions – Guidance
This section deals with requests for a school place other than those to join
Reception, Year 3 at a junior school or Year 7 at a secondary school for September
2024.
To apply for a change of schools, other than at the point of transfer, parents must
complete an in year application which can be completed online at Moving schools
during the school year - Norfolk County Council or by contacting the Admissions
Team for an application form.
It is generally agreed that it is in the best interests of children and schools for school
transfers to take place at the beginning of a new term. In Norfolk where a parent
makes an application to change their child’s school during the school year it will only
be considered by the Admissions Team in line with the following timetable:
• 31 October for a transfer to take place at the beginning of the spring term (after
Christmas)
• 28 (29) February for a transfer to take place at the beginning of the summer term
(after Easter)
• 31 May for a transfer to take place at the beginning of the autumn term (the
beginning of a new school year). Decisions regarding preference(s) will be sent
out before the end of the summer term. Applications received after 31 May will
be considered after all on time applications. Late applications will be processed
until 3 July. After 3 July applications will be processed after 31 October. Where
possible decisions regarding late applications will be sent out before the
beginning of the new school year.
If a parent believes there are exceptional reasons why their child should move
immediately, they should provide them to the Admissions Team in writing along with
the appropriate supporting documents and they will be considered by the admission
authority for the school.
This guidance does not apply where a family has moved a significant distance from
their previous home address which makes travel to their current school
unreasonable. In this case the Admissions Team will process the application as soon
as it is received.
Please note the following:
1. Where a child is currently attending a school in the independent sector and
notice to leave has been given to the school, the application will be considered
for admission at the beginning of the following term to ensure continuity of
education. Written confirmation of notice will be required.
2. Where medical reasons are given, a letter from a relevant medical professional
will be required to support the application.
3. Where “Home education” has been disallowed by Norfolk County Council. We
will seek confirmation from the Manager for Services to Home Education. If
parents are currently home educating and want to access a school place it will
- 29 -
only be considered for an immediate transfer where home education has been
disallowed.
4. Where issues with the current school such as severe bullying are given as the
reason for a transfer, we will require additional evidence to corroborate parent’s
reasons. An immediate transfer will only be agreed where the current school
confirms to us that there is no further action that can be taken to resolve the
problems.
In all cases the Admission Team will contact the current school to advise that an
exception to the In Year policy is being sought and the reason for a move of school.
Under no circumstances should you withdraw your child from their current
school before an alternative school has been offered.
Please remember that if you are concerned about any aspect of your child’s
schooling you should first raise the issue with their class teacher (primary school) or
head of year/member of the pastoral team (secondary school). If the matter remains
unresolved you should approach the headteacher who may wish to discuss your
reasons for requesting a school transfer and be given the opportunity to resolve
issues.
We will not process a request for an exception to the In Year policy if you have not
raised the issues, you are concerned about with the current school.
It is important that you consider the following when deciding whether to apply
for a transfer of your child’s school:
You need to think about the County Council’s policy for transferring schools as it is
expected that most transfers occur at the start of the term, depending on when the
application is made. We have detailed our timetable on page 3 of the ‘In Year’
admissions application form.
We encourage you to talk to your child’s teachers, Head of Year or Headteacher if
there are difficulties at the current school. You should also talk to your child about
the possible change.
Moving schools may not necessarily be the right thing to do. Your child may have
friends and the right teachers at the current school. All schools organise and do
things differently, teaching the National Curriculum in different ways and at different
times. Your child will have to deal with all this change, having to settle into a new
environment. It is important that any transfer of schools is in the best interest of your
child.
For Key Stage 3 and 4 transferring schools after GCSE options have been selected
may mean that your child will not be able to do the same subjects and the
examinations may be set by different boards at a new school. Many subjects also
involve course work which your child will not have completed.
- 30 -
You need to also consider the costs involved with a possible change of schools. You
may not be entitled to help with transport to another school and you will need to
consider how your child will get to and from school. You may also need to buy new
uniform.
A transfer can only take place should there be a place in the appropriate year group
at the point that we consider the application. Where a year group is over-subscribed
your application will be refused and, at which point, you will be offered the right of
appeal. We provide details of the admission appeal process on our website and in
our Parent Guide to School Admissions
In Year Admissions Questions
What admission rules apply?
The individual admission rules shown on the school's individual entry on
SchoolFinder will apply with the following amendment. Where the rules state 'due to
transfer' this will be amended to 'the appropriate age for the requested year group.'
In addition, no feeder school priority will apply to In Year admissions.
Places can normally only be refused if the school has reached its maximum capacity
in the relevant year. This may be different to the published admission number shown
on SchoolFinder and will be determined by the size of class groups within the school.
What happens if I move to a different part of Norfolk or am moving to Norfolk?
If you move home and a change of school is necessary, you must make an in year
application which can be completed on line at Moving schools during the school year
- Norfolk County Council or by contact the Admissions Team for an application form.
If you move home but wish your child to remain at his or her existing school and this
is no longer your catchment school, you would normally be expected to meet the
costs of transport from home to school. Please contact us to find out if there is any
transport to meet your needs - telephone 0344 800 8020.
What if I prefer a school outside Norfolk?
If you wish to apply for a place at a school run by another local authority you must
apply direct to that local authority. If you are offered a place at a school outside
Norfolk school you must accept responsibility for transport and the cost incurred
unless it is your nearest school. In these cases, transport will be provided for children
who live more than 3 miles away or 2 miles for those under 8 years old. (see pages
33). See page 3 - 4 for contact details of neighbouring authorities.
What about children transferring from the independent sector?
If your child currently attends an independent school and you want them to transfer
to a maintained school, their priority for a place will be based on the standard
oversubscription rules. You must make your application to the Local Authority for that
school to seek a school place. (See page 3 - 4 for contact details for neighbouring
- 31 -
local authorities).
Are there special arrangements for pupils with behavioural difficulties?
Schools cannot refuse to admit pupils thought to be potentially disruptive, or likely to
exhibit challenging behaviour, on the grounds that the child is first to be assessed for
special educational needs. An Admission Authority may refuse to admit a child
because it has good reason to believe the child may display challenging behaviour.
This can only happen if the school also has a particularly high proportion of either
children with challenging behaviour or previously permanently excluded pupils on roll
compared to other local schools. The Admission Authority can then refer the request
back to the Local Authority for action under the Fair Access Protocol (see page 32
for details).
What if I am a UK Service Family?
For UK service families we comply with the provisions of paragraph 2.21 of the
School Admissions Code and will accept a Unit postal address, quartering area
address or future home address as the address for the application when provided
with official proof of a posting to Norfolk and a relocation date. We will try to process
the application in advance of the place being required.
What if I am a UK Service Family and the local schools are full?
Norfolk’s Fair Access Protocol requires schools to admit children who move into an
area where there are no school places within a reasonable distance of their home
address even when local schools are full. Fair access applies to all families including
service families.
Service families are also included within a limited number of legal exceptions to
infant class limits (classes with a majority of Reception, Year One and Year Two
pupils) to allow classes to exceed 30 pupils without the need for an additional
teacher. This supports the application of fair access in these year groups; however,
no class would be expected to have more than 32 children under these
arrangements so as to limit the impact on learning for all children in primary classes
including infant classes.
Will my child always be educated in their chronological age group?
Children are normally taught in their chronological age group. There may be
circumstances in which the Headteacher decides that the child’s education should be
provided in an alternative year group. Any decision must be made in the best
interests of the child and any decision will be made in consultation with the family.
Parents may also seek a place for their child outside of their normal age group.
Admission authorities must make decisions on the basis of the circumstances of
each case and in the best interests of the child concerned.
Parents have a statutory right to appeal against the refusal of a place at a school for
which they have applied for. This right does not apply if the child is offered a place
- 32 -
at a school, but it is not in the preferred age group.
How many applications can I make for a school place?
You can only make one application per school year unless there is a material change
of circumstances, such as a significant house move, and you are no longer able to
get your child to their current, or previous school.
What restrictions apply in Infant Classes (Year R, 1 and 2)?
The law does not permit Infant classes to exceed 30 children with a single
schoolteacher. Additional children may be admitted under limited exceptional
circumstances as defined in paragraph 2.16 of the School Admissions Code.
In Year Admission Process
All parents must fill in a Primary or Secondary In Year Application Form for each
child. The form can be filled in online at Moving schools during the school year -
Norfolk County Council
If you would prefer an application form this can be sent to you. Please call the
Admission Team (see page 3)
If you have moved a distance which makes travel to your child’s current
school unreasonable
• All applications will be dealt with as quickly as possible and we will contact you
within 15 school days.
• You will receive a letter/email telling you at which school we are able to offer your
child a place.
• A copy of the offer letter will be sent to the Headteacher of the school who will
contact you within 5 school days to arrange the admission and start date.
• The school may require you to visit before your child starts at the school.
• Parents must confirm acceptance of the school place offered within 5 school days
of the offer. If no response is received, we will assume acceptance.
If we are unable to offer you a place at your preferred school(s) you have the right to
appeal to an independent appeals panel. If you want to appeal you will need to
contact the Admissions team for more information.
If your child is already at a Norfolk school and wishes to change schools
• We expect any change of school to take place at the beginning of term. (See
timetable on page 27)
• Applications for a change of school mid-year are considered after the next half
term holiday. You will be told the outcome of your application by the end of term.
• If you believe that there are exceptional reasons why your child should move
immediately you should provide these in writing and the Local Authority will
consider your request.
- 33 -
If we are unable to offer you a place at your preferred school(s) you will be offered
the right to appeal to an independent appeals panel. If you want to appeal you will
need to contact the Admissions team for more information.
NOTE: No waiting lists are kept for in year applications by the Local Authority.
The following schools do not take part in the co-ordinated In Year Admissions
Scheme managed by Norfolk County Council. Applications should be made
direct to the Headteacher of the school.
Glebeland Primary School, Toft Monks
Martham Primary & Nursery School
Sacred Heart RC VA Primary School, Swaffham
St. Augustine’s RC VA Primary School, Norwich
St. Francis of Assisi Catholic Primary School, Norwich
St. Martha’s RC VA Primary School, King’s Lynn
The Free School, Norwich
Winterton Primary School & Nursery
Iceni Academy (Hockwold and Methwold)
The Nicolas Hamond Academy (Swaffham)
Your right of appeal
Admissions Appeals
If the request for your preferred school is refused, you have the right of appeal to an
independent panel and information about how to appeal will be sent to you with your
refusal letter. Appeals are heard by School Admission Appeals panels who act
independently of the admissions authority.
You will be told ten school days in advance when and where your appeal will be
heard. At least seven working days before your appeal you will be sent a written
summary of the case for refusing your child a place. You are encouraged to attend
your appeal in person. All appeals are being heard virtually through MS Teams.
Your appeal will be heard in private and if you wish you may bring a friend, relative
or representative with you. It is for you to decide if you want to bring your child to the
hearing. If you do not attend the appeal hearing, your written appeal case will still be
considered by the panel.
At the hearing there will be 3 panel members who make the decision and a clerk who
will record the proceedings and advise on law and procedure. The admission
authority will also be represented and will give the reasons for not meeting your
preference. You will be given the opportunity to explain to the panel the reasons why
you wish your child to attend the school.
The panel will firstly decide whether the admission authority has shown why it cannot
admit more children and if so, will go on to consider all the points you have made.
The panel’s decision is based on balancing the needs of the child against the effect
of admitting another child. Wherever possible you will be told the decision by
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telephone by the next working day and a letter will be sent within 7 days explaining
the decision and the reasons for it.
All admission appeals panels act independently and their decisions are binding on
everyone. There is no further right of appeal to the panel for a place in the same
academic year unless there is a significant change in your circumstances. This
would include a new medical problem or a house move where this was not known
about and considered at the original appeal hearing.
The Local Government Ombudsman can investigate complaints of
maladministration. You will be given further details about this if your appeal is
unsuccessful. You should complain to the Ombudsman within 12 months of when
you first knew about the matter you want to complain about.
Infant class appeals
If you are seeking a place for a 5, 6, or 7 year old in Year R, Year 1 or Year 2, you
may have a more limited right of appeal. This will happen when the year group is full
and the class already has 30 children in it. This is because the law states that infant
children must not be taught in classes with more than 30 children in them. In these
situations, appeal panels can only allow your appeal if the admission rules were not
applied correctly and your child should have been offered a place, or the decision to
refuse your child a place was not one which a reasonable admission authority would
make in that situation.
Further Information
Additional information on School Admission appeals can be found at Appealing a
school's decision
Norfolk Fair Access Protocol
All local authorities are legally required to have in place ‘Fair Access Protocols’ to
ensure that children who do not have a school place are able to access one quickly.
The main principle of Norfolk’s Fair Access Protocol is that schools must admit
children who do not already have a school place or who have moved and it is
unreasonable to travel to their previous school. This is to ensure that in the more
rural parts of the county, children can access a local school place quickly and to
ensure that journeys to school are reasonable. In Norwich and the other major towns
in the county, local agreements have been reached to reflect local issues and to
ensure an equitable distribution of children amongst all schools in the area.
The School Admissions Code requires schools to admit children into year groups
that are already at or above their Published Admission Number as part of the Fair
Access Protocol. Children without a school place will also take precedence over
children on a waiting list.
Where a governing board does not wish to admit a child with challenging behaviour
outside the normal admissions round, even though places are available, it must refer
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the case to the local authority for action under the Fair Access Protocol. This will
normally only be appropriate where a school has a particularly high proportion of
children with challenging behaviour or previously excluded children.
You can find out more about the Fair Access Protocol on the Norfolk Schools
website.
School transport
Home to school transport
Full details of the transport policy together with policies on Sustainable Modes of
Travel Strategy and the Local School Travel Policy are available on the Travel and
Transport website.
It is parental responsibility to get your child to school.
Your child will only receive free transport to your nearest or catchment school or to a
school offered by the Local Authority if your nearest or catchment school is full and
the eligibility criteria is met. Your child will not be eligible for free transport to a
school of preference if the criteria is not met.
For transport purposes, each home address has an allocated school for each stage
of education. This is called the catchment school.
How we decide who is entitled to free transport
Applications for transport are considered individually, considering the relevant legal
requirements. We provide free transport for children of compulsory school age (5-16)
who attend the nearest catchment school or the nearest school, provided they meet
one of the following criteria:
1. Aged under 8 and living more than 2 miles from school,
2. Aged 8 or over and living more than 3 miles from school,
3. Primary school pupils aged 8 or over and living more than 2 miles from school
who are from low income families,
4. Secondary school pupils from low income families who attend one of the three
nearest schools between 2 and 6 miles from their home,
5. Secondary school pupils from low income families attending their nearest school
preferred on grounds of religion or belief where this is between 2 and 15 miles
from their home.
The qualifying distances of 6 or 15 miles, as stated at 4 and 5 above, will be
measured using the shortest route by road. The 2 and 3 mile qualifying distances
will be measured by the shortest available walking route using roads and public
rights of way. The nearest school is determined by the shortest route by road for
schools over the statutory qualifying distance, or by the shortest route using roads
and public rights of way for schools within the statutory walking distance.
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Ages are taken on 1 September in each school year.
Low income families referred to in 3, 4 and 5 above, means those in receipt of their
maximum level of Working Tax Credit or where the child concerned is entitled to free
school meals.
Discretionary travel scheme
Some help may also be given with transport to those not entitled under the general
policy, if there are spare seats available on existing school buses, for example to
those who:
• live within the qualifying distance of two or three miles.
• are not attending their catchment or nearest school.
Parents will be expected to pay a contribution towards costs under the
discretionary travel scheme.
Transport help if the local school is full
If the catchment or nearest school is full, transport will be provided in accordance
with the general policy to the next nearest school with spaces available. Please
contact us (see page 3) to confirm if the local school is full and if so, which is the
next appropriate school to attend.
Please note, if a school is chosen because a parent believes the catchment or
nearest school is full and this decision is not made by the School Admissions Team
and is not the next nearest school with a place, then the parent will be responsible
for transport to that chosen school, regardless of the fact that the nearest or
catchment school is full. This also applies if your first preference school is the
catchment or nearest school but is full, and you are offered a place at your second,
or third preference school which is not the next nearest – the County Council would
not be responsible for transport to the allocated school as this is one of your
preferences.
Parental Preference and transport
Children may attend any school at which they can get a place, but it does not follow
that transport will be provided; transport is only provided in accordance with the
transport policy to the nearest or nearest catchment school.
Parents should be aware that if they are offered a place at a preferred school they
are responsible for transport to that school for the duration of the child being at that
school. This will also be the case if family circumstances change and they can no
longer provide transport, at this point, however difficult the situation. The Council is
not responsible for transport to that school.
This is also the case if you choose to change your child’s school because you are
not happy with the school that they attend, e.g., if you feel that they are not
addressing any concerns you have over your child’s education or welfare. All schools
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should address any issues raised by parents and therefore transport will not be
provided to an alternative school unless parents have followed the full complaints
procedure of the school, including raising any concerns with the governing board,
and if the school then confirms in writing that there was no further action that could
be taken to resolve the situation. The next nearest school would then be deemed the
appropriate school for transport purposes.
What help is provided with transport?
For pupils entitled to free transport, we arrange transport on local bus services, rail
services or contracted vehicles. In exceptional circumstances, grants may be paid for
parents to use their own transport. Cycling allowances are available for pupils who
prefer to cycle to school. Each application is assessed based on the distance
involved, the age of the pupil, and the availability of other forms of transport. Young
people with specific mobility difficulties may be provided with specialist transport.
Each case will be assessed on individual circumstances.
How do I apply for transport for my child?
You will need to complete an online application form, available from our website -
School and College Transport. You can also print off a form from the website.
I do not live in Norfolk but my child goes to a school in Norfolk. Can I get any
help with transport?
If you do not live in Norfolk, you must contact the authority for the area in which you
live for help.
Safety
We will specify the transport arrangements and appropriate pick-up points for each
route and will take all reasonable precautions to ensure the safety of pupils on their
journeys to and from school. For their part, children are expected to behave whilst
travelling and to observe the Code of Conduct. Parents are responsible for getting
their child to and from the nearest pick-up point and are reminded that their child’s
safety is solely their responsibility at all times before they board the vehicle for the
journey to school and after they get off the vehicle on their way home.
Norfolk sustainable school travel strategy
The sustainable school travel strategy sets out a vision, objectives and a work
programme for improving accessibility to schools. It is a source of information to
parents about the travel options available. Norfolk Sustainable School Travel
Strategy
Further information
If you need further help or information, visit the website at School and College
Transport or email us at: education.transport@norfolk.gov.uk
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Provision for pupils with special educational needs
Many children experience a difficulty with learning, or other special educational need
at some point in their school life. It is nearly always possible to provide appropriate
help and support within local mainstream schools and it is our policy to do so
wherever possible. The standard admission rules will apply.
If you think your child has a special or additional need, you should first talk to his or
her class teacher. This may result in a special programme being set up within the
school or in some cases it may lead to contact with one of our specialist services.
All schools are required to have a SEN Information Report, in line with the Children &
Families Act (2014), and sometimes known as the schools ‘local offer’. This should
include details of the ways special needs are assessed and what resources will be
used to help pupils with difficulties.
If neither the school’s own resources nor help from specialist services enable your
child to make satisfactory progress, it may be necessary, in consultation with you
(the parent/carer), to carry out an assessment for an Education, Health & Care Plan
(in line with the Children & Families Act (2014). The need for this assessment will be
carefully considered first. The assessment will always involve those with parental
responsibility and your child’s teacher, as well as key professionals that are
supporting children directly and/or advising schools on how to provide support.
If necessary, an Education, Health & Care Plan will be produced describing your
child’s special educational needs and how they will be met. The help provided can
be in a variety of forms and may include additional specialist teaching, resources,
support from a teaching assistant or attendance at a specialist educational provision,
either part time or full time.
Most children with statements in Norfolk go to their local mainstream school.
A much smaller number of children go to special schools. These schools are
usually smaller than mainstream schools and are for children whose needs
can only be met in a more specialised setting.
These smaller schools have a very limited number of places and we have to look at
the individual needs of each child to decide who should attend.
If you would like your child to go to a special school, we will carefully consider your
request.
If you feel your child may need a special school place, you should ask at their
present school for an Interim Review of their statement/education, health & care
plan. At the Review your views and those of your child’s school can be discussed
and recommendations for changes to the statement can be made to the Local
Authority
If you would like your child to go to a special school contact your Education, Health &
Care Plan Co-ordinator (previously known as Additional Needs Co-ordinator). Their
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details will be in the letter you have from us about your child’s statement/education,
health & care plan.
If you are planning to move to Norfolk, please contact us if you feel your child needs
a Special School placement on 0344 800 8020. You should also tell your child’s
current school and Local Authority.
If you live outside Norfolk and are not moving but are thinking about asking for a
place in a Norfolk Local Authority Special School, you need to speak to your own
Local Authority’s Special Needs Department. Details for all Local Authorities can be
found at: Directory of Local Authorities
To find out what help is available to support children with SEN and their families in
Norfolk, visit: SEND Local Offer
If you live or are moving into Norfolk and want to talk to someone who is
independent about special educational needs, call Norfolk SEND Partnership
Norfolk SEND Partnership provides information and support for parents and carers
of children with special educational needs. It works closely with parents and local
voluntary and statutory organizations to plan its service.
Parents can be helped and supported by:
• A confidential listening service to discuss concerns about their child’s special
educational needs;
• User-friendly information;
• Information about voluntary or statutory organizations that can provide further
help;
• A volunteer independent parental supporter.
Norfolk SEND Partnership trains and coordinates a team of volunteers who can
support parents in many ways, including help with paperwork, meetings in school or
with statutory assessment and statements. ‘Norfolk SEND Partnership News’ is
produced each term and is available on our website, in schools and libraries or from
the address below. We ask schools to give a copy to the parents of every child who
has a special educational need. All of our information booklets are available on our
website or by contacting the office.
For more information, please contact:
Norfolk SEND Partnership, Woodside Road, Norwich, NR7 9QL.
Tel: (01603) 704070 - there is a 24-hour answer phone.
E-mail sendpartnership.iass@norfolk.gov.uk or visit our website on:
www.norfolkparentpartnership.org.uk
Provision for disabled pupils without EHCPs or statements
Any disabled pupils without an EHCP or statement who have specific physical needs
that cannot be met by their catchment school will be considered as in the catchment
area for the next nearest school that has (or can have with reasonable adjustments)
the appropriate facilities. A panel of officers will be convened by the authority each
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year during the admission rounds to consider any cases where that may be required
to ensure consistency across Norfolk.
Contact the Disability Coordinator for further information and advice:
Tel:0344 800 8020.
Attendance support
Attendance team
Attendance staff promote good attendance at schools in Norfolk. Attendance is
extremely important to ensure that all children have every opportunity to achieve
their maximum potential. Attendance Improvement Officers follow up cases
of unsatisfactory attendance providing support and advice to schools and families.
For further information and advice please visit: Behaviour and Attendance
Child employment
All children of compulsory education age from 13-16 require a permit to be
employed. Legislation stipulates that it is an employer's responsibility to apply for a
permit and failure to do so is an offence. Child Employment staff work with
employers and parents so that legal requirements are complied with. Performance
Licences are issued for children 0-16 who perform in films, theatre, modelling or
sporting activities.
For further information and advice please visit Children in employment and
entertainment
Behaviour support
Exclusion helpline
This is available to provide advice and support to parents of pupils excluded from
school.
For further information and advice please visit Exclusions
Other support services
Child protection and safeguarding children
The Education Act 2002 places statutory requirements upon the Local Authority and
schools to safeguard and promote the welfare of children. All schools and
educational establishments are required to have a Safeguarding & Child Protection
Policy and a Senior Designated Professional with lead responsibility for safeguarding
children. Training for school staff is provided by the Local Authority and Norfolk
Safeguarding Children Board (NSCB). All schools and educational establishments
are required to follow national statutory guidance and NSCB procedures and have a
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duty to refer cases of suspected child abuse to Children’s Services.
Parents can ask the school for a copy of their Safeguarding & Child Protection
Policy. For further information contact the Headteacher or the Senior Designated
Professional at the school.
Educational Psychology and Specialist Support
Educational Psychology and Specialist Support consists of educational
psychologists, advisory learning support teachers, EPSS social workers, and
specialist support assistants, who work together to help children, parents, and staff in
schools and other settings. The teams provide a graduated continuum of support
ranging from training, consultation, assessment, and advice to specialist
interventions for children, their families and schools/settings.
The team has four main areas of work:
• To perform statutory SEN duties for the Local Authority.
• To work with groups of children that the Local Authority considers to be
particularly vulnerable e.g. children looked after.
• To provide a Core Offer of support to schools and clusters of schools. In this
role, educational psychologists and advisory learning support teachers provide
consultancy advice to clusters and schools, provide individual consultations
where appropriate, and, in the case of very complex difficulties, may provide
assessments.
• To provide a wider range of educational psychology and learning support
activities to schools on a traded basis.
Requests for the involvement of EPSS are made by Head teachers/SENCo.
There is also a specialist support service for children and young people with visual,
hearing and multi-sensory impairments.
English language support service
This service works with schools to raise the achievement of ethnic minority pupils at
risk of under-achievement and to meet the particular needs of pupils for whom
English is an additional language, refugees and asylum seekers. It offers support to
pupils who are new to English, teacher support for more advanced learners and
home/school liaison where appropriate.
For further information please visit English Language Support .
Traveller Education Service
The Traveller Education Service promotes the education of children and young
people with highly mobile lifestyles and traveller heritage. It offers direct teaching,
curriculum support and training to schools and provides support, advice and
information on educational matters to the families of children from the different
Traveller communities.
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Contact for further information and advice call 0344 800 8020.
Wraparound Childcare
To support more working families, from September 2024, you can expect to see an
increase in wraparound childcare for primary school children across Norfolk. This
includes regular before and after school provision that runs during the term from 8am
until 6pm or later, either on a school site or at another local setting.
Tax-free Childcare or Universal Credit Childcare can be used to help pay for
wraparound childcare. Speak to your child’s school or calling Norfolk County
Council’s Family Information Service on 0344 800 8020 or emailing
fis@norfolk.gov.uk to find out more.
Immunisations for Children Starting School
At school, your child will be mixing with large numbers of other children, which
increases the risk of germs and diseases spreading. Before your child begins school
it is really important that they are up to date with their vaccinations so that they are
protected from diseases which could make them seriously unwell.
Measles, mumps and rubella (German measles) are highly infectious and can have
serious, potentially fatal, complications including meningitis, swelling of the brain
(encephalitis), and deafness. The MMR vaccination protects against measles,
mumps and rubella and to be fully protected each child needs to have two doses.
Before your child begins school please make sure that they have had all their
vaccinations. If you are not sure if your child has had all their vaccinations, check
their personal health record (Red Book) or contact your GP surgery.
For more information, please visit Immunisations and Vaccinations or to discuss this
or any other health concerns with a Health Visitor, please call Just One Number
0300 300 0123.
Norfolk Library and Information Service Welcome Families
Reading for pleasure is one of the best ways to help your child through their school
journey and build skills for life. Joining your local library is free, children can choose
their own books and there are no overdue charges for under 16s. Libraries have
many free events and clubs for children and young people, as well as support for
homework, free WIFI and access to computers. You can borrow books, DVDs,
Games, eBooks and use online dictionaries and encyclopaedias from home.
You can join online for free, and find out more by visiting the Norfolk Libraries
website or by visiting your local library in person.
School Governors
Anyone who would like to offer their services to both the school and community by
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serving as a school governor please visit School Governors or email
governor.serv[email protected]
School catering
How meals are provided
First, infant, junior and primary schools
In most of these schools a two-course meal is provided at a fixed price. The menus
are varied and designed to appeal to children. You can get a copy of the current
menu from the school. Schools will tell parents of the arrangements for payment of
school lunch money but parents usually pay on Monday for the whole week. If a pupil
is absent on a day when a lunch has been paid for, the cost of the meal will be held
in credit until the pupil’s return.
Secondary schools
Most high schools have self-service cafeterias with a wide range of popular dishes.
Pupils may choose from a menu of individually priced items, paid for at the time they
are taken. They should therefore take money to school every day. The menu is on
display at the school so that pupils can choose what they would like to eat and
calculate in advance how much money it will cost them. Copies of menus and price
lists are available from the school.
Menus
Menus offer two choices, one of which is a meat free alternative.
The menus follow the Government Nutritional Guidelines and include many freshly
cooked dishes. Processed and shaped protein products are no longer used. Meals
are prepared and cooked fresh daily, with a balance of home cooked and ready
prepared foods. We offer fresh and where possible locally sourced meats,
vegetables, and fruit. In the presentation of our menus, we endeavour to provide
reduced salt, skimmed milk, reduced fat, reduced additives and preservatives and no
harmful ‘E’ numbers.
If your child would prefer a healthy packed lunch this can be provided by the school
caterers. If you wish to find out more about our menus, please contact us on 0344
800 8020.
Special diets
Special diets can be provided for medical or religious reasons. If your child requires
a special diet, you should give details to the school, including any recommendations.
A letter from your child’s doctor should accompany any requests for special diets on
medical grounds.
Packed lunches
Pupils bringing packed lunches to school are provided with a chair and a table at
which to eat their meal. Cutlery and crockery are not provided and therefore children
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wishing to have a drink should bring their own cups. Drinking water is available. In
the interests of hygiene and safety, parents are asked to cooperate with the school in
the provision of packed lunches. Lunches should be packed in leak proof containers.
Canned drinks, vacuum flasks and glass bottles should be avoided. Parents are
advised that packed lunches are not refrigerated at school.
Free school meals
All children attending Reception, Year 1 and Year 2 are offered free school meals as
part of the Government’s Universal Free School Meals for Infants scheme. If you
receive a benefit that gives entitlement to Free School meals (as detailed below) the
school can also get additional funding but you must apply for us to confirm this to the
Headteacher.
Children of families receiving Income Support, Employment Support Allowance
(income related), Income-based Job Seekers allowance or Universal Credit are
entitled to receive free school meals. Families receiving support under Part VI of the
Immigration and Asylum Act 1999 are also entitled, as are children in households
with no recourse to public funds (NRPF), subject to maximum income thresholds.
Families receiving child tax credit but who are not entitled to a working tax credit, and
whose annual income (as assessed by the Inland Revenue) does not exceed
£16,190 are also entitled, as are those who receive the guaranteed element of state
pension credit. Those families receiving working tax credit are not entitled to free
school meals.
Note: Where a parent is entitled to working tax credit during the four-week period
immediately after their employment ceases, or after they start to work less than 16
hours per week, their children are entitled to free school meals.
From 1 April 2018, those who receive Universal Credit (provided the family has an
annual net earned income of no more than £7,400, as assessed by earnings from up
to 3 of the most recent assessment periods) are entitled.
Whist Universal Credit is being rolled out the following pupils are protected against
losing their free school meals entitlement.
• All existing free school meal pupils will continue to receive free school meals
• Any child gaining eligibility for free school meals after 1 April 2018 will be
protected
Once Universal Credit is fully rolled out (which is expected to be by March 2025) any
existing claimant who no longer meets the criteria will continue to receive free school
meals until the end of their current phase of education.
If you are receiving one of these benefits either contact the Headteacher of your
child's school to obtain an application form or call 0344 800 8020 for further advice.
You can apply for free school meals online using your Norfolk Education Online
(NEO) account. You can use the same account for 2-year-old childcare funding and
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school admissions. To create an account, or apply please go to: Free School Meals
Online
You do not need to provide proof of the benefit you receive with your application.
We will carry out checks against the records held by the Department for Work and
Pensions, HM Revenue and Customs and the Home Office to determine entitlement.
If further information is required in support of your application, you will be contacted
again.
The application form can be obtained from your child’s school or from us at Free
School Meals Section, County Hall, Martineau Lane, Norwich, NR1 2DH or from our
website Free School Meals
Milk
A third of a pint of milk a day is provided free of charge to pupils attending special
schools and to those recommended on medical grounds by the County Council’s
medical practitioner. Milk is also available at a subsidised price to pupils in most of
the county’s schools.
Further information
For more information about school meals or milk, please contact: The Contracts Unit,
Children’s Services, County Hall, Martineau Lane, Norwich, NR1 2DH
Tel: 0344 800 8020
Charges for school activities
For some activities, a charge may be made to cover costs in certain circumstances.
These may include:
• music tuition
• cookery and craft activities where ingredients and materials are required
• transport for school visits
• board and lodging on school trips
• entry for examinations for which the pupil has not been prepared by the school.
If you have difficulty meeting any charges you should discuss the matter in
confidence with the headteacher. If you are in receipt of Income Support, Income
Based Jobseeker’s Allowance, Support under part VI of the Immigration and Asylum
Act 1999, Child Tax Credit, and not entitled to Working Tax Credit and your annual
income (as assessed by the Inland Revenue) does not exceed £16,190 (as at 6 April
2016) you may be eligible for remission of board and lodging costs. Each school is
required to have a charging policy. The school’s charging policy must be described
in its brochure, available from the school. We have a policy which is recommended
to governing boards, but it is for the governing board to decide whether or not to
adopt this. Details of our charging policy are available from the Customer Service
Centre on 0344 800 8020.
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Educational visits and journeys
Educational visits are an essential part of school life, providing stimulating
opportunities to promote learning and personal development. All off site visits are
managed in school through the schools’ educational visits coordinator according to
our guidance and procedures. Parents should be informed of all off site activities and
asked for medical information, emergency contact details and consent. For regular
local visits such as sports fixtures this can be via on-going or blanket consent for a
fixed period of time.
Schools may ask for voluntary contributions (in addition to travel and accommodation
costs) towards the cost of school trips that may not run if funds are not available. We
are constantly re-evaluating safety procedures and many schools may ask parents to
volunteer to support visits & hence parents may be required to undergo appropriate
checks before they can help on school visits. The Norfolk County Council Adviser for
Outdoor Learning gives approval for adventurous, residential and visits abroad and
can be contacted for advice.
Outdoor Learning Adviser.
Tel: 0344 800 8020
Insurance
A liability insurance policy covers Norfolk County Council, its employees, approved
voluntary helpers and pupils against any claims arising from acts of negligence by
the County Council.
Insurance for Academies
Schools which have moved to academy status are no longer automatically insured
by the County Council. Some have chosen to stay under our insurance cover and
therefore have the same arrangements as above. However, some have bought their
own private insurances and these policies may vary.
Complaints about schools
Concerns and complaints about a school are dealt with by the school. Every school
has its own complaints procedure and they will provide a copy on request. The
Authority only gets involved if the school has not followed its own procedure
correctly. Even then the matter still has to be resolved by the school.
If your concern or complaint is about Children’s Services please visit
Compliments and complaints where you will find information about the complaints
procedure.
We will try to help you immediately. Sometimes this is not possible and your enquiry
will be passed to the person most likely to be able to help. This person will give you
their name, title, telephone number and e-mail address and will either help you
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immediately or tell you how they will deal with your complaint. They will ask you if
you agree to these arrangements and how you would like to be contacted. We will try
to deal with your complaint as quickly as possible and within 15 working days.
