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​​Q. I have had a call from a parent/student/school re a new student allocated
to my class. They have been active on OneSchool for (1-2 days) but still haven't
received their login details.
What do I tell them?

A. A new student's logon details do not become available, best case scenario, it will 
take 24 hours for activation but can take up to 72 hours.  There are many 
reasons for delays in receipt of their details  e.g. previous 
school has yet to release their details, the family has outstanding fees, etc. however 
if you are concerned please email 

NB. If it does take more than 24 - 48 hours please send a direct link to your SL to
their 'family' email account (can be found on OneSchool). For logon issues please send the students 
details to and the team will help.

​Q. One of my students/parents have asked me for a change/drop of subject. Who should I notify?
A. ​The enrolments team is definitely a safe bet. In all circumstances even if it should go 'somewhere' else the enrolments team will know exactly what to do.
Q. One of my students/parents has sent me a change of contact details. Who should I notify?
A. All contact detail changes should be emailed to Emailing the enrolments team will ensure 
that the changes are made on all relevant databases. 
Q. Do I contact the enrolments team for student password resets?
​A. No. Students with password, access or computer issues should be referred to the Community Engagement Team
Q. One of my students has an incomplete timetable. Who should I notify to have this fixed?
A. All timetable concerns should be emailed to