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NEXT WEEK FOLLOWS THE WEEK B TIMETABLE
WB 09/07/18
Friday 6th July 2018
Y10 Geography Field Trips (9th, 11th and 13th July)
CONTENTS End of Term Arrangements P2
Merseytravel Notice P2
Prom Arrangements P3
Language Briefing for Y9 Parents
P3
Student Assemblies P3
KS3 History Club P3
Y12 Work Experience P4
Y7 Warwick University Residential Trip
P4
Taste of Sixth Form Day P5
Inter-House Business Quiz P5
Parents Listening Evening P6-9
Y9 Money Management Day
P10
Y10 Enterprise Day P10
Arts Academy News P11
Catering Competition P12
Catering W/C 09/07/18 P13
Catering Instagram P13
Refillable Water Point P13
Hayfever Season P13
School Uniform Notice P13
School Locker Notice P13
Sports Summer School P14
NEW Online Uniform Shop P15
Edulink One App P16
Updating Parent Details P16
Who to Contact P17
Show My Homework Support
P17
MONDAY 9th TUESDAY 10th WEDNESDAY 11th THURSDAY 12th FRIDAY 13th
Town Sports Day
Y7 Warwick University residential (Day 1) Y9 Money Management (am)
Final reports (LP3) Y7 and Y9 DofE Silver Qualifying Expedition (14-16th July)
Y7 Warwick University residential (Day 2) Y11 Prom Y10 Enterprise (all day)
If you have a concern, please click the link
below to use the form on our website to
contact the school.
https://rainhillhigh.fluencycms.co.uk/PP-Contact-Us
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END OF TERM ARRANGEMENTS BLACKPOOL PLEASURE BEACH - WEDNESDAY 18TH JULY Pupils need to be in school for 7:45am so that they can be registered and then get on
the coaches. The coaches will be leaving school at 8am sharp.
Pupils need to make sure that they are wearing suitable clothing and footwear as
they are outside for the majority of the day. It is advisable for them to bring a
waterproof if the weather is not looking good and sun cream and a hat should it be
sunny. Pupils can either bring a packed lunch or money to buy food from the Pleasure
Beach but this can be expensive.
The coaches will be back at school between 4:30pm and 5pm (depending on traffic).
For those students who did not achieve the rewards criteria, they are expected in
school as normal in full school uniform.
LAST DAY OF TERM – TUESDAY 24TH JULY Pupils must come to school in full school uniform. Periods 1 and 2 will run as normal
and therefore pupils must bring the correct equipment needed for their lessons. House
Assemblies will take place during Period 3. Pupils will then depart from school from
12:20pm.
ADVANCE NOTICE – LAST DAY OF TERM – 24TH JULY EARLY FINISH 12:20PM MERSEYTRAVEL NOTICE FOR PARENTS
Please note that if your child travels home at the end of the school day on the school
bus, they will need to make alternative arrangements as the buses will not be available
to collect pupils at the earlier finish time of 12:20pm.
“Merseytravel wishes to remind schools that these services exist as part of a wider
transport network and as such are timetabled to operate at the specified times within
the timetable. It is therefore not appropriate to make adjustments for individual
schools to accommodate early finishes at the end of term. It is therefore important to
remind schools that when there is an early finish, pupils will have to make alternative
arrangements for travel, this should be communicated to parents by the school.
Merseytravel will expect the services to operate to the planned schedule as part of
the wider bus network.”
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PROM ARRANGEMENTS All students must arrive at school no later than 6:00pm.
Coaches will arrive on site for 6:15pm and will be leaving at 6:30pm to arrive at
Haydock for 7:00pm. The coaches will not wait for any students who are late. We will
leave school at 6:30pm prompt.
The coaches will then leave Haydock at 11:15pm aiming to return to school for
11:45pm/12:00am at the latest.
No limousines will be allowed on site as they are not able to turn as the car park area
is too narrow. Limousines will be stopped at the gates, so please do not attempt to
come on site as this will cause congestion.
Any students who arrive and are deemed to be under the influence of alcohol will not
be permitted to get onto the coach and will be refused entry to Prom.
Thank you.
Miss Fryer, Year Progress Leader and Mrs Martin, Year Student Manager.
MESSAGE TO ALL PARENTS OF LANGUAGE STUDENTS IN YEAR 9 The Modern Foreign Languages faculty is hosting a briefing on 9th July from 5-5:30pm
in the Arts Theatre for all parents of all Year 9 Languages students.
Now armed with more knowledge from the first year of new specification exams, the
purpose of this briefing is to outline the course content and expectations for your child.
We will include information on what your child should be doing at home and how you
can support your child in this challenging but rewarding academic subject.
Mr Herd, Head of Modern Foreign Languages.
STUDENT ASSEMBLIES – RAINHILL VALUES This week the children have had assemblies which covered;
Showing resilience and pushing yourself out of your comfort zone.
The Head Boy and Girl and Prefects were presented. Kieran and Libby outlined
their leadership and resilience they have shown. It was their track record that
helped them to be appointed.
PC Kindness, the new school based police officer, introduced herself to the
students.
KS3 HISTORY CLUB The last session of the year will be on Wednesday 11th July 2018. All Year 7 and 8 pupils
are welcome!
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YEAR 12 WORK EXPERIENCE Year 12 students will once again be given the opportunity to sample a taste of the
working world during the last week of term. We feel that it is hugely important that
students take part in work experience so they can get a sense of what their future
career may entail. Indeed certain university courses make work experience a pre-
requisite prior to applications. To this end, and to make their placements as worthwhile
as possible, we would recommend that work experience is targeted at careers that
students may want to pursue in the future rather than just anything they can find.
For some students, this experience will confirm their future plans whilst others may learn
that the reality of a job is different to what they had imagined. We ask students to
organise their own placements either using contacts of their own or through friends
and family. If anybody is struggling we have a record of companies and organisations
that have supported us previously. Students are welcome to access this and should
come to the Sixth Form office if they would like such assistance.
The time slot that we have assigned for students to take part in work experience is
Thursday 19th July - Wednesday 25th July, which means their final day in Sixth Form this
year is Wednesday 18th July. If students choose to complete their work experience at
a different point during their holidays that is fine - these five days are given as
recognition of the importance that we place on this activity.
Mr Edge, Director of Sixth Form.
YEAR 7 WARWICK UNIVERSITY RESIDENTIAL TRIP On the 12th and 13th July 2018, 28 Year 7s are embarking on the annual Warwick
Residential and our representatives from the PAIS department who have a packed
schedule for them. From planning political campaigns to treasure hunts, designing
academic posters to tea in the SU, the Year 7 pupils will get a real taste of university
life.
The 28 students will then join our Alumni group, along with our Year 8 and 9 students,
who get regular input from the PAIS department from Warwick throughout their school
life. This year, the Alumni group have had lectures and debates about Trump’s
America and some have taken part in the Shakespeare Awards with RADA.
It will be an early start for the parents and students involved, meeting at Rainhill Sixth
form at 6:30am but I am sure it will be worth it!
Miss Morrell, Key Stage 5 Learning Mentor.
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YEAR 10 TASTE OF SIXTH FORM Last week, Year 10 pupils took part in their first Taste of Sixth Form event. The day
comprised of an assembly from Mr Edge and students trying out new lessons. Mr Edge
spoke about the importance of students making a plan and getting as well informed
about progression beyond Year 11 from now onwards. The rest of the day then
allowed students to sample subjects which they may not have tried before so they
had an idea what they would be like. Wide varieties of subjects were on offer with
students able to choose from 33 different courses ahead of the day.
The Year 10 students engaged with the day really well and feedback from staff across
the school highlighted how interested they were in the day and how well they got
involved in the different sessions and activities on offer. Student response was also
overwhelmingly positive with 97% of students giving a positive response in their
evaluation as to whether they had enjoyed the day and as to whether they had
found the day worthwhile.
Some of the individual highlights from students were about being in a discrete building
with their own facilities, working in smaller groups, trying out new lessons, being treated
in a more adult way and having thought provoking discussions.
Students will have an opportunity to try some different subjects in a second Taste of
Sixth Form event in November. This will be preceded by a Sixth Form Open Evening
which it is really important that all students attend to discuss their post-16 options.
Further details about the Sixth Form will be available in the Rainhill Sixth Form Centre
Prospectus 2019 which will be published and issued to students when they return to
Year 11 in the Autumn Term.
Mr Edge, Director of Sixth Form.
INTER-HOUSE BUSINESS QUIZ RESULTS Congratulations to Thomas Bowes (7G, Sans Pareil) who got the most questions right in
last weeks business quiz - answers below. The next quiz will be launched in September.
Thank you to everyone who has taken part.
1. Clash Royale
2. China
3. Homer
4. 20%
5. $38m
6. Zurich
7. 3,109,050 electric cars
8. Vodafone
9. Google
10. Pret a Manger
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LISTENING EVENING WITH PARENTS Recently we hosted an evening at Eccleston Lane Ends Primary School to listen to the
views in detail of some of the parents about how we make the transition from primary
to high school even better.
The parents highlighted the following as strengths of this process:
What went well?
Before they start
Mr Pout/Ms Booth visits. Question and answers.
Information pack very good – both August pack and Y6 Starter pack.
Two day Induction, in particular;
o Activities were very good.
o With Form teachers
o Own Form room.
Parents Induction Evening.
Blazer Fitting night very good.
Allocation of children to forms - able to be in Form class with friends.
After they have started
Show My Homework works well – know what is going on.
Edulink – control over emails and attendance helps parents to be alerted to
problems.
Rewards for good work – Postcards of Praise.
After school activities.
Parent Pay works very well.
Get to know Form teacher meeting (Oct).
Our children settled in well and are happy.
Issues - when raised with school they were dealt with.
End of Year trip, R in the Park
Parent Newsletter
Colour Calendar
Then we went into detail on how we could improve things:
Even better if…
Some Eccleston Lane Ends parents said; We will:
Before the children start
1 Induction Days
1. Some parents were late – caught
out by the volume of traffic on
Warrington Road – Induction day
2. Two day Induction.
a. Make it longer – more time.
b. Extra day.
3. Less testing on Induction day – make
them more relaxed and fun.
4. Wearing school PE kit (by Y6, kit is
too small) but can they wear sports
kit (not football teams).
1. A reminder to be sent out in the letter to
parents inviting them to the induction day
regarding volume of traffic on Warrington Road
2. Unfortunately have little scope to go beyond
the 2 days.
3. The Arti tests will be used. They are not
something that the children need to worry
about. They are 20 minute online assessments
that allow us to cross reference in detail literacy
strengths and areas for development. By
completing this at this time of year, allows this
information to be used for setting in English, and
targeted help to be provided in September.
4. Letter to parents will say sports kit is fine.
7
2 Induction Evening
Collection of uniform very chaotic.
The format will be changed, so School Uniform
can be collected from the Form Tutor. Any
queries can be dealt with separately in the
Arts Theatre.
3 Setting
SATs results have too much impact
on which set the children end up in,
too much emphasis on marks in SATs.
Intervention starts straight away if
below average deflates the children.
When she visits the primary schools Ms Booth
(Key Stage 3 Progress Leader) talks in detail
with the Y6 teacher about every child.
Therefore if there is a distinct difference
between SAT results and the Y6 teacher’s
opinions, we will build this into our decision
making.
Setting is separate for Maths and in English
and from other subjects. So, for example, if a
child is very good at Maths and less so in
English, they will be in different sets
accordingly.
Sets in all year groups are reviewed after each
internal assessment window (LP). If a child
needs to move up or down a set this happens
then.
It is important that every child is ‘high school
ready’ in terms of their literacy skills. A short
period of additional help in September is
often enough for many. The children do and
will receive additional help for as long as is
necessary.
4 Transition Work
MA - Problem solving – was too
challenging and had a negative
impact on motivation.
EN – the novel used ‘Tins’ – some
parents felt it did not engage the
interest of all pupils.
Transition work is reviewed annually. We ask
the opinion of the Headteacher’s of our 5
‘feeder’ primary schools for their opinion in the
autumn.
The Maths work in 2019 has been made more
accessible.
English has been refined, 2019 is the final year
of ‘Tins’, and in 2020 a new text will be used.
Tins forms part of the work in English lessons in
September.
English has been refined. We will rotate texts
over time to ensure that families see a variety
of texts. Each would form the first part of the
English curriculum upon arrival.
After they started
5 Lockers
Allocate a locker to each pupil.
Year 7 children will be offered first refusal on a
locker. They are free, but the child needs to
bring their own padlock and key.
8
6 Timing of Parents Evening
Parents Evening far too late – was
held in June/July. After discussion it
was agreed that all parents would
prefer;
Tutors – mid November.
Subject – April.
After a careful review of the 2018/19 calendar
and the competing demands on time for
school events covering all seven year groups,
it has been decided to have the Y7 welcome
evening on 11th October 2018 and Y7 parents
evening 31st February 2019.
7 Uniform
a. Blazers – very poor quality.
b. PE Shorts – second order poorer
quality - original order far better
quality.
a. Blazer manufacturer has been changed so
this year’s blazers will be better quality
b. Issue will be reported, this is the first time
this has been mentioned.
8 Reports
a. LP reports can be difficult to
understand for parents with
children in high school for the first
time
b. What is national average – more
information?
c. Format, explain grades 9 to 1, no
connection to primary grades,
MFL.
d. Reports – comments would work
better rather than a numerical
grade.
a. A flier will be added to the August pack
for Parents that informs parents and
directs them to further detail on the
website.
b. The Assessment booklet produced and
sent out in August pack for new Y7 and
new Y8 parents. The only national data
available are the Y6 SATs. The national
average for attainment by the end of Y11
is a Grade 4. Comments will be added to
report indicating saying at/on/above
target could be added relatively easily.
c. 9-1 grades are explained in the reports. As
is true with every school in England there is
no connection between grades given in
primary school and Y7. Modern
languages is effectively new to every
child in Y7, therefore every child starts
from a low base in French in Y7, and
German or Spanish in Y8. However they
do accelerate through the grades in
Languages lessons more quickly.
d. Rainhill students get 3 reports per annum.
Under national teachers’ pay and
conditions, teachers are only obliged to
write a narrative comment once per year.
The compromise at Rainhill is teachers
write, annually a narrative as a form tutor,
in return for 3 reports on attainment via
grades per annum. In addition, any
parent can request further detail via a
parents evening or a one to one meeting
9
Next school year we will hold similar events focussing on different groups of parents and
different areas of focus.
9 Teachers
a. More emphasis on highest
quality of teachers in Y7 & Y8.
There is a feeling that the best
teachers are weighted towards
later years.
b. Turnover of staff.
a. The school expects every class to be taught
to the highest standards every lesson. We
will prioritise Y7 in our quality assurance in
the 1st 2 weeks of September to ensure the
children have settled in well, and are setting
the high standards we expect.
b. This year, and last, only 9 permanently
contracted teachers are leaving. Some are
retiring, some have been promoted and
some are moving for family reasons. This is
less than 10% of the number of teachers at
the school. This is equivalent to less than one
in a one form entry primary school.
c. There is a teacher shortage at high school
level nationally. This centres on some
subjects areas. The national context is that
20% of all high school teachers are leaving
the profession within 5 years of starting.
Rainhill’s statistics are a lot more favourable
than that. This is because we are good
employers, who nurture, look after and
develop our staff.
10 Homework
Y7 Homework is consistent, but in Y8
Homework is sporadic, lots in some
subjects, none in others.
This is a personal view of some and does not
match the records of what is set on Show My
Homework for every child.
Some work is being done to ensure there is
more consistent of practice between teachers
in a subject area.
It is important to recognise the importance of
learning independently outside of school. This
could mean preparation for a lesson, revision or
consolidation of something already learned in
class. We will review the frequency to ensure
greater consistency across subjects and
communicate this out to parents.
11 Intervention letters after Parents
Evening
Need to send out before so can
discuss at Parents Evening.
This was a one off from Science, and will be not
happening again. See below.
12 Communication by post – more
digital options please.
The IT Technical team is working to develop
electronic response forms during 2018/19
academic year to enable electronic
communication ONLY by 2019/20 academic
year.
14 Bus route changes – put it in
Newsletter.
These routes were changed by Mersey Travel,
and we only knew this after the event. If we
hear anything we will put it into the parent
newsletter.
10
YEAR 9 DEVELOPING MONEY MANAGEMENT AND EMPLOYABILITY SKILLS
DAY - WEDNESDAY 11th JULY 2018 On Wednesday 11th July 2018, all Year 9 forms will participate in a day off timetable
that will focus on personal finance and thinking about future career choices. This is
part of their PSHE and supports their development in Economic Wellbeing and
Preparing for Employment.
What will students experience?
Students will work in teams to learn and practice budgeting skills. They will have
sessions from Barclays Bank who will be delivering part of their Life Skills Course with a
focus on how to open and use a bank account.
They will work with other banks such as Nationwide and business staff on managing
money.
The aim of these workshops is to encourage students to make informed choices about
consumer purchases and improve their consumer knowledge. They will also be
developing skills of team work, confidence and problem solving.
They will also participate in Connections Career’s Workshops that will start them
thinking about the links between future employment and earnings.
This should be a useful and valuable learning experience for all our pupils and help
equip them to deal with the 21st century.
YEAR 10 ENTERPRISE DAY - THURSDAY 12th JULY 2018 On the Year 10 Enterprise day on Thursday 12th July our Year 10 pupils will be taking
part in a series of stimulating workshops.
In an assembly, they will be listening to presentations from a range of business people.
This includes Hannah Morris, Managing Director from Vibe Tickets and Laurence
Allmark from McClaren.
They will also be hearing from a local family business, Sabroso, a Tex Mex restaurant
which has opened on George Street in St Helens. They will be describing their business
journey from take away to restaurant highlighting the key decisions and challenges.
Year 10 pupils will take part in a Careers Connect workshop, Science and Enterprise
workshop and a two hour business challenge. Here they will need to develop a
restaurant idea, devise a menu and work out a marketing strategy for their business.
This should prove to be a useful and interesting day for Year 10 and a chance for
them to practice their employability skills. We are hoping they can become more
skilled in working as a team, cooperating to develop a product, and communicating
in such a way that they can successfully pitch their product to an audience.
Pupils will be expected to wear full school uniform, engage fully with our business
mentors and participate in all workshops in a mature and positive way.
Mrs Ayre, Head of Life Skills.
11
ARTS ACADEMY NEWS Rainhill Arts Faculty Widening Participation in Arts and Culture Last week, our Arts Staff and Youth Arts Leaders delivered a Dance workshop to Y5
students at St Ann’s Rainhill. The workshop is part of our widening participation
transition programme for Y5 students within our community.
We were joined by professional dancer and choreographer, Sam Broadbent, from
"Company Chameleon" who is the schools cultural partner this year. Rainhill High
School is the lead school in an Arts and Culture programme commissioned by the Arts
organisation Curious Minds. The programme aims to engage young people in arts and
culture through participation and exploration, raising levels of self confidence, well-being,
creativity, imagination, physical literacy and developing crucial skills of communication,
resilience, autonomy and team work.
During the workshop, the Y5 students explored the
theme of inclusion and created solo and ensemble
dance pieces to interpret what inclusion meant to them.
The workshop was supported by our Arts Academy
Youth Arts Leaders who supported the Y5 students in
exploring their ideas using movement language. It was
also a fantastic opportunity for the Y5 students to meet
their prospective Arts teachers. The students thoroughly
enjoyed themselves and created some very exciting
and unique pieces. It was wonderful to work with such
young creative minds and see our Arts Academy Youth
Arts Leaders inspire our next generation of students.
Mrs Aylward, Head of Performing Arts.
WAR HORSE PRODUCTION On Tuesday 26th of June, the drama students of Year 8, 9, 10 and 12 attended a
production of War Horse at the Lowry Theatre in Manchester. The piece is based on both
the novel and film of the same name, and explores the lives of farm-hand Albert Narricot
and his horse, Joey. Set during WWI, the play follows the pair as they set out to fight for
Great Britain, highlighting both the brutality of war and the importance of friendship (even
between man and animal) at such a time.
As drama students, we of course noted down the most significant design and acting
elements of the performance, to contribute towards the ‘live review’ section of our Drama
GCSE/A-level papers. One of the most memorable features recorded by the whole group
was the use of puppetry to portray the horses within the play. Two actors were concealed
within the framework of each puppet, using convincing physical and vocal techniques to
create the illusion of real horses travelling across the stage. This was highly impressive and
allowed the audience to truly connect with the non-human characters – Joey received a
bigger applause than the actor playing Albert!
The piece was highly emotive, with humorous
moments alleviating the tension and apprehension
generally felt throughout the audience. The group
definitely enjoyed the performance, and
personally, I would love to go and watch it again!
Catherine Brabin, Year 12 Drama student.
12
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CATERING WB 09/07/18 Please see below the list of practical lessons planned in Catering/Food Preparation
and Nutrition - week beginning Monday 9th July:
FOOD TECH INSTAGRAM ACCOUNT The Food Tech department have set up a dedicated Instagram Account which
portrays pupils’ food products in the department and allows staff, parents and
students to find out what has been going on.
You can find the account with the username: RHS-FoodTech.
REFILLABLE WATER POINT Drinking water is available for students from Student Services or in the C-Block toilets
at break time and lunchtime. Please ensure your child brings a water bottle into
school every day as plastic cups are not provided at the water point.
HAYFEVER SEASON Hayfever season is once again upon us. If your child suffers from hayfever, please
ensure that they take any medication before coming into school
and/or carry any necessary medication with them.
SCHOOL UNIFORM NOTICE – BLAZERS
Dear Parent
You will know that our uniform standards are very high, and whilst we expect students to
have their blazers with them at all times, we do not expect them to wear them during the
hot weather. They can either carry them or put them in their bags. Alternatively, they can
leave them in their lockers.
However, students must not have their blazers tied around their waists and shirts must
always remain tucked in.
Mr Lamb, Assistant Headteacher.
SCHOOL LOCKER NOTICE If your child has a locker in school, please ensure that it is cleared of its contents and the
lock removed before the end of the school year. Any locker that is not emptied by the
start of the summer holidays, will be cut open and its contents removed and destroyed.
At the start of the academic year 2018/19, Form Tutors will inform pupils where each year
group’s allocated lockers are.
9J/Cg1
Friday pd5 – making their own pasta.
9M/Cg1
Friday pd3 – making their own pasta.
10M/Cg1
Wednesday pd2 – Sponge fruit flan.
10K/Cg1 Tuesday pd4 – Chicken Korma or Chicken Tikka Masala.
14
15
NEW ONLINE UNIFORM SHOP We are pleased to announce the launch of our new Online Uniform Shop.
From Monday 25th June, all uniform must be ordered via our new Online Uniform Shop. This
can be accessed from our home page on our website www.rainhillhighschool.org.uk
School ties will still be available to purchase from Student Services.
Please note that you will no longer be able to purchase any item of uniform using
cash/cheque through the school.
16
UPDATING PARENT DETAILS A new feature is now available on the Edulink One App. All parents will have the ability
to update their own personal details using the icon below. The
submission will be verified, checked and updated on SIMS.
17
WHO TO CONTACT 2017/18
Curriculum Queries
Stage 1 Subject Teachers
Stage 2 Head of Department
Stage 3 Deputy Head Mrs. Thorogood or Mr. Cunningham
Stage 4 Executive Principal Mr. Pout
Heads of Department
English Mr. Crossley Sociology Mr. Jarvis
Mathematics Y7, 8 & 9 Mr. Rimmer Computer Science Mrs. Jenner
Mathematics Y10 & 11 Mr. Roberts Business Studies Mr. Jarvis
Science Mrs. Robinson Art/CDT/Textiles Mr. Bennett
Biology Dr. Pugh Food Miss. Bolland
Chemistry Dr. Beswick Dance Mrs. Aylward
Physics Mr. Hurst Drama Miss. Renison
History Mr. Procter Music Mrs. Aylward
Geography Mrs. Parkinson Media Studies Mrs. Aylward
RE Miss. Evans PE Miss. Bakstad
Languages Mr Herd Life Skills
(PSHE/Citizenship)
Mrs. Ayre
Pastoral Queries
Stage 1 Form Tutor
Stage 2 Year Student Manager
Stage 3 Year Progress Leader
Stage 4 Senior Staff Mrs. Munro or Mr. Lamb
Stage 5 Executive Principal Mr. Pout
Pastoral Structure
Year 7 Student Manager Mr. Lankertis Year 7 Progress Leader Miss. Corless
Year 8 Student Manager Mrs. Quirk Year 8 Progress Leader Mr. Reilly
Year 9 Student Manager Mrs. Foster Year 9 Progress Leader Miss. West
Year 10 Student Manager Miss. Seddon Year 10 Progress Leader Miss. Fryer
If you wish to formally complain, please use the link below to find our complaints
procedure.
http://fluencycontent2-schoolwebsite.netdna-ssl.com/FileCluster/Rainhillhigh/MainFolder/-1-
new-17-18/Sitewide-Documents/COMPLAINTS-PROCEDURE-2017-for-GOV.pdf
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