Last reviewed: 25 October 2026
Parents who feel informed are more likely to pay fees on time, support homework, attend meetings and recommend the school to others. Parents who feel ignored are the ones who move their children. Good communication is not about sending more messages; it is about sending the right messages, through the right channel, at the right time.
On this page
Choose your channels deliberately
- SMS reaches every phone, including basic phones, and is best for short, urgent notices such as closing dates or fee reminders.
- WhatsApp groups are popular but noisy. If you use them, make them announcement-only, run by the school, so they do not become complaint forums.
- Email suits longer documents like newsletters, fee structures and policies.
- A parent portal or app lets parents check results, fee balances and notices on their own time. Tools such as Anademy Parent App are designed for this.
- Face-to-face meetings remain essential for academic days, AGMs and sensitive conversations.
Plan a termly communication calendar
Map out the term before it starts so parents get predictable updates:
- Before opening: opening date, fee structure, requirements list and any changes.
- Week 1: welcome message, class teacher contacts, timetable highlights.
- Mid-term: progress update, half-term dates, upcoming events and projects.
- Before closing: closing date, report card collection or academic day, holiday assignments, next term’s dates.
Use our term dates page as a reference for the national calendar.
Explain CBC in plain language
Many parents still find CBC confusing, especially performance levels, projects and the move to junior and senior school. Short explainers help a lot. You can point parents to neutral guides such as school-based assessment explained and senior school pathways. When parents understand what a report card means, there are fewer disputes.
Make report cards meaningful
A report card is the most important document a school sends. Include clear performance levels, short specific teacher comments and next steps. Avoid copy-paste comments like “work hard”. Digital report card tools such as those described in our CBC report cards and SBA guide make personalised comments faster to write.
Handle complaints well
Publish a simple complaints process: who to contact first (usually the class teacher), how to escalate to the deputy or head, and how long a reply will take. Acknowledge every complaint within one working day, even if the full answer takes longer. Never argue with a parent in a group chat; move the conversation to a call or meeting.
Protect learners’ data
Kenya’s Data Protection Act, 2019 applies to schools that handle personal data about learners and parents. Do not post learners’ marks, photos or fee balances in group chats without proper consent, limit who can access records, and get consent before using photos in marketing. Our guide to data protection for schools covers the basics.
Tone and timing
- Keep messages short, polite and specific.
- Include the learner’s name and the exact action or date where relevant.
- Avoid messaging late at night or very early in the morning except for emergencies.
- Translate key notices into Kiswahili if many parents prefer it.
Measure what works
Track attendance at meetings, fee payment after reminders and the number of complaints each term. If attendance is low, try a different day or time. If parents keep asking the same question, add the answer to your website or portal. A clear school website answers many routine questions before they reach the office.
Train staff on communication
Teachers and office staff are the voice of the school. Agree simple standards: reply to parents within a working day, use respectful language, never share another family’s information, and pass serious concerns to the head quickly. A short session at the start of each term keeps everyone consistent.
For more ideas on running your school, visit the school owners hub.