**New** Service Level Agreement (SLA) 2021-2022

1. Employee Relations 21-22

Support Packages will run from 1st April 2021 to 31st March 2022 (12 months) in order to bring billing in line with the school’s fiscal year.

The Employee Relations Core Package offers an unlimited service to the following:

  • First line support from our team of experts on the HR Service Desk by phone and email.
  • 24/7 access to all employment policies, guides and manager toolkits related to teachers and to employees on Bucks Pay via the SchoolsWeb.
  • Expert HR support in person at hearings where dismissal could be an outcome.
  • Tailored telephone advice and guidance on all employee relations matters. The provision of a dedicated caseworker to support customers on a one to one basis on all on-going employee relations cases.
  • Support, advice and guidance on all of the following employee relation issues:
    • Discipline
    • Capability
    • Grievance
    • Managing attendance
    • Reasonable adjustments
    • Managing Change
    • TUPE
    • Terms and conditions of employment
  • Access to specialist occupational health services (Subject to a subscription to the Occupation Health Package).
  • Free attendance for one delegate per school to attend a one day or two half-day training workshop on ER Policies for Head Teachers and members of the senior leadership team delivered by the Employee Relations Advisory Team.
  • Notification of changes to teachers’ terms and conditions, Bucks Pay terms and conditions and on employment policy changes.
  • Communication and guidance on national developments e.g. industrial action, consultation on teachers’ terms and conditions.
  • Quality checking of formal documentation related to Employee Relations issues.
  • Family-friendly policies guidance (Maternity, Paternity, Flexible working etc.)
  • Job evaluations (5 included in your core package per year).

Schools can purchase Employee Relations Services on a consultancy, pay as you go basis which allows schools to tailor a package according to individual needs.


Prices for 2021-2022

Core Package

£41.99 per employee per year

Consultancy Package

(Pay as you go)





Independent Investigation Officers

External provider


£650 per day

Attendance at Work Force Planning meetings


Advice to support Governor Meetings


Bespoke Training on HR policies

Full day: £300* per delegate

Half day: £150* per delegate


*This is a guide price that may change based on the specifics of the training course you have requested

Job Evaluations(JE)

£175 per JE



Advice and support on settlement agreements


Advice  and support on the ACAS process


Advice and support on Employment Tribunals


VAT will be charged to those who are not Maintained by the Local Authority.

On occasion where special legal advice is required, the Employee Relations team will advise any additional charges.

Formal and Informal core management workshops

As part of the employee relations package, the team will deliver regular training throughout the year. Details of these courses will be uploaded to the Schoolsweb Bulletin and published on the Traded Services Events.

Buckinghamshire Council responsibilities

We will provide you with:

  • a professional ER Advisory Service to our customers;
  • advice on appropriate people management strategies that are relevant to specific queries and/or cases;
  • the advice in a timely and appropriate manner either via the telephone, email or face to face (dependent on the specific situation/availability);
  • quality checking of formal letters, reports and any other relevant documents;
  • information to highlight any appropriate risks to customers when managing specific people management situations and/or cases.

    In addition, we will:

  • Adhere to the set timeframes in terms of acknowledging a customer’s query;
  • Adhere to the set timeframes in terms of assigning a case to a HR professional.


School responsibilities

You will need to:

  • ensure all relevant information is supplied to the HR professional to ensure the advice; offered accurately reflects the situation and/or case;
  • adhere to your own responsibilities within the identified process charts assigned to this agreement (i.e. conduct and discipline, capability, reorganisation etc.);
  • acknowledge that the service offered by the Employee Relations Advisory Team is that of an advisory nature;
  • recognise the set timeframes in terms of the set response times;
  • raise any concerns around the service you are receiving as soon as the concern arises;
  • where possible give appropriate notice on seeking support from the service both in terms of advice and in terms of requested attendance at formal proceedings and meetings. By giving appropriate notice it will enable the Employee Relations Advisory Team to source the right level of support required. Where possible reasonable notice should be given to the Employee Relations Advisory Team to ensure realistic timeframes are set.


Changes to Services

  • Buckinghamshire Council reserve the right to amend service offerings as described in the brochure. These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.
  • Buckinghamshire Council commits to providing sufficient notice, transition period and an effective date to any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly.

Measuring Performance

We currently gauge the performance levels of services by reporting on relevant KPI’s stated within the Service Descriptors, available to customers on a per request basis. Customer feedback is the most valuable source to Buckinghamshire Council in driving consistent service improvement. Please see our below methods and communication in the table below.


Service Description


Acknowledging an HR Service Desk Call



We will aim to provide initial telephone advice within 1 working day.


We will aim to provide email advice within 2 working days

Assigning a case that comes through to the ERA Team

High priority employee relations cases:

  • Safeguarding
  • Suspensions
  • Gross misconduct
  • Formal capability
  • Whistleblowing
  • Bullying and harassment
  • Settlement agreements
  • Contact from ACAS
  • Employment tribunal claims

We will aim to assign a dedicated ER Adviser to high priority cases, within 24 hours of the query being referred to the ERA Team

We will always aim to resolve any issues that might arise regarding service delivery. Please contact the Service Desk initially or the appropriate escalation contact as listed below. In the unlikely event that a dispute cannot be resolved to your satisfaction, you would need to raise a formal complaint.

All complaints are taken seriously and the Council will work with you to try to resolve your complaint to a satisfactory conclusion.



Immediate escalation (outside formal BCC complaints process)

Contact the Business Development Team at tradedservices@buckscc.gov.uk and provide details of your concerns and any supporting material.


Alternatively, you can liaise with a Manager directly via their contact email addresses below:


HR Service Desk

Email: hrservicedesk@buckscc.gov.uk

Phone: 01296 382233


Head of HR Consultancy

Carly Evans

Email: Carly.Evans@buckinghamshire.gov.uk


Employee Relations Manager

Ella Palmer

Email: Ella.Palmer@buckinghamshire.gov.uk


Business Development Manager

Caroline Wheller

Email: Caroline.Wheller@buckinghamshire.gov.uk


Immediate escalation (formal BCC escalation process)

The Council’s Customer Complaints and Information Team (CCIT). CCIT will acknowledge the complaint within 10 days of receipt.


The CCIT will then contact the Service Director with a request for information/investigation.


The CCIT will respond within 28 days.


Mailbox: complimentsandcomplaints@buckinghamshire.gov.uk


Back to Front Page of SLA



Print entire guide

Last updated: 6 April 2021

Was this page helpful?

Very poor
Neither good nor poor
Very good