ABSTRACT
Simon Trotter is Assistant Director of Education (Pupil Services) in the London Borough of Newham and Claire Debenham is the Assistant Education Officer (Pupil Services). This chapter consists of an exchange of memos between Simon and Claire in which they attempt to define Claire’s position in the department, her work with parents, providing information and support through the assessment process and in dealing with complaints. They provide a basis for reflection on equality of opportunities for both staff and users of services. The chapter ends with a postscript from Andrew Panton, Deputy Director of Education (Pre-sixteen Service).
