Effective Date: August 28, 2026
At Hesed International Academy, we believe that effective communication and timely support are essential to creating a positive experience for our learners, parents, guardians, staff, and prospective families.
This Support Policy explains how parents, guardians, learners, and website visitors can contact the school, what types of support we provide, and how we handle enquiries and requests.
Our goal is to provide friendly, professional, respectful, and timely assistance while maintaining the safety, privacy, and wellbeing of our school community.
Our support services are available to:
Current parents and guardians
Prospective parents and guardians
Learners
Former learners and families
Staff and authorised school representatives
Visitors and members of the community
Website users
Hesed International Academy provides assistance across a range of school-related matters.
Our admissions team can assist with:
Admission enquiries
Application procedures
School visits
Registration and enrolment
Required documentation
Curriculum information
Placement enquiries
Admission timelines
Parents and guardians may contact the school regarding:
Academic programmes
Curriculum enquiries
Learner progress
Assessments
Homework and learning support
Academic concerns
Teacher communication
Academic matters may be referred to the relevant teacher, class teacher, academic coordinator, or school administration.
We can assist with:
School fee enquiries
Payment procedures
Account-related questions
Payment confirmations
Receipts
Fee statements
Other school billing matters
For security reasons, sensitive payment information should not be submitted through unsecured communication channels.
The wellbeing and safety of our learners are priorities.
Parents and guardians are encouraged to report concerns relating to:
Learner welfare
Bullying
Harassment
Safety
Behaviour
Child protection
Emotional or social concerns
Urgent safeguarding concerns should be reported directly to the school administration as soon as possible.
If you experience problems using our website or an online service provided by the school, please contact us with:
Your name
Contact information
Description of the problem
Relevant page or service
Screenshot, where helpful
Our team will investigate technical issues and provide assistance where reasonably possible.
For general enquiries and support, contact:
Hesed International Academy
Email: info@hesedacademy.co.ke
Location: Shanzu, Mombasa, Kenya
Phone: +254 707 759 811
When contacting us, please provide enough information for our team to understand your request and respond appropriately.
Our normal support and administrative services are available during the school's official working hours.
Response times may vary depending on:
The nature of the enquiry
School holidays
Weekends and public holidays
Staff availability
The complexity of the request
Whether additional information is required
Messages received outside normal working hours will generally be addressed during the next available working period.
We aim to respond to enquiries as promptly as reasonably possible.
We aim to respond within 1–2 working days.
Admissions enquiries will normally receive a response within 1 working day, subject to staff availability and the nature of the request.
Technical issues will be reviewed as soon as reasonably possible. More complex problems may require additional investigation.
Urgent matters should not rely on email or website support. Parents and guardians should contact the school directly through the appropriate school administration or emergency channels.
We welcome constructive feedback and take complaints seriously.
If you have a concern about the school's services, staff, communication, facilities, or other school-related matters, please contact the school administration.
A complaint should, where possible, include:
Your name and contact information
The nature of the complaint
Relevant dates or circumstances
The people or department involved, where known
Any supporting information
The outcome you are seeking
We will review complaints fairly and confidentially and, where appropriate, investigate the matter before providing a response.
We are committed to maintaining a respectful environment for everyone.
We ask parents, guardians, learners, staff, and visitors to communicate with school representatives respectfully.
Our staff will not tolerate:
Threatening behaviour
Abusive language
Harassment
Discrimination
Intimidation
Repeated malicious communications
Deliberate disruption of school operations
Where necessary, inappropriate communications may be escalated to school management.
When requesting support, you may be required to provide personal information.
Hesed International Academy will handle such information in accordance with applicable privacy and data protection requirements and our Privacy Policy.
Please avoid sending unnecessary sensitive information through ordinary email or public communication channels.
We may need to verify your identity before providing information relating to a learner, parent account, school records, or other confidential matters.
For the protection of our learners, information about a learner will generally only be provided to an authorised parent, guardian, learner, staff member, or other person with a legitimate reason to receive it.
We may decline to provide information where doing so would:
Compromise learner safety
Breach another person's privacy
Violate applicable law
Conflict with safeguarding requirements
Exceed the authority of the person making the request
Our website may provide online forms and other digital services.
While we aim to keep these services available and functional, temporary interruptions may occur because of:
Maintenance
Technical problems
Internet connectivity
Hosting issues
Security measures
Third-party service interruptions
We will take reasonable steps to restore affected services as soon as practicable.
Some online services used by the school may be provided by third-party technology providers.
Where a support request relates to a third-party service, we may need to coordinate with the relevant provider.
The availability and performance of third-party services may be outside the school's direct control.
The school's website, email, or general support channels should not be used as a substitute for emergency services.
In an immediate emergency, contact the appropriate emergency service or relevant authority.
For urgent matters involving a learner who is currently under the school's care, contact the school directly using the school's established emergency or administrative contact channels.
We welcome suggestions that can help us improve our services and the experience of our learners and families.
Parents and guardians may provide feedback regarding:
Teaching and learning
Communication
School facilities
Student activities
Website services
Admissions
Parent experience
General school operations
Feedback may be used to improve our services, policies, and systems.
Hesed International Academy may update this Support Policy from time to time to reflect changes in our services, operations, technology, or school procedures.
The latest version will be published on our website with the applicable effective date.
For support, enquiries, feedback, or assistance:
Email: info@hesedacademy.co.ke
Location: Shanzu, Mombasa, Kenya
We are committed to supporting our learners and families with professional service, open communication, and a caring school community.
