13 July 2016
Dear Parent,
We owe you an apology…
We are always trying to improve the ParentPay application and the release of 8th June was intended to do just that, with a particular focus on helping parents on lower incomes.
However, we know from the calls and emails we have received that the recent release has confused a number of parents or upset others who don't like the changes, or who have found it harder to complete certain tasks.
This has been made worse by the fact that, for reasons unrelated to the release, the system has experienced slow running during busy periods on a number of occasions during the last month.
Having planned to provide support to those parents requiring assistance, we have at times struggled to cope with the much higher than anticipated support load, and have been unable to answer many parent support requests in a timely fashion.
We are very sorry if these problems have caused you any difficulties or inconvenience. This was never our intention and we are committed to putting this right.
We have assigned additional team members to respond to support requests and have made a number of upgrades to our systems to address the performance issues.
We’ve listened to feedback from parents and schools and started work on a series of improvements. We are changing ParentPay to restore the ability to pay for a basket of items and are simplifying the payment process for first time users.
We will be working on these changes over the summer and aim to release these upgrades in stages from late August into September.
We’ll be in touch again over the summer with the details of what you can expect to see and when. You can find out more about the recent release and what’s coming soon.
In the meantime, thank you for your support and patience.
Yours sincerely
Clint Wilson
Chief Executive, ParentPay
