Contact the EHCP Team

• EHCP Team email address: EHCPTeam@shropshire.gov.uk
• EHCP Team phone number: 01743 254267 (Mon-Weds 8.45am-5pm, Fri 8.45am-4pm)
• EHCP Team postal address: EHCP Team, The Guildhall, Frankwell Quay, Shrewsbury, SY3 8HQ
  
  06/10/2025 - Please note that we are currently experiencing a high call volume and also email traffic is heavy at present. Whilst we want to be responsive, contact with the team may be delayed and for that we apologise. Our usual 5 working day response times, could lengthened by up to 8 working days. 
  

We are aware that there are frustrations around communications with the EHCP Team.  We want to be responsive, but due to the volume of emails, phone calls that we get, we are struggling to keep up with answering call and getting back to you as quickly as we would like.

You will be aware that the phone lines are closed on a Thursday, and this is to allow Case Officers to focus on important priorities, such as writing EHC Plans, so please avoid calling on that day, or this will add to your frustration. 

To manage the incoming information requests, our preferred method of communication is email initially. It could put ‘PARENT’ in the subject line, and then Case Officers can readily search their in-box and make those emails a priority. 

If you are aware of your child's Case Officer please direct your email directly to the Case Officer.  There is no need to also copy in the EHCPTeam@shropshire.gov.uk email address.

If you are not sure of your child's Case Officer you can find this by looking at our Case Officer Allocations List. If you are still not sure, please email EHCPTeam@shropshire.gov.uk and we can confirm who your Case Officer is. 

Our standard operating model is for email to be replied to within 5 working days but this is more likely to be 8 working days due to the very heavy demand at present. If your email remains unanswered after 8 working days, you can forward to the next person within the escalation process*. 

*Case Officer – Senior Case Officer – Team Manager – PEP/Preventative Lead 

Case Officer - Listed on the Case Allocations List
Senior Case Officer - Listed on the Case Allocations List
Team Manager - Annie Williams (annie.williams@shropshire.gov.uk)
PEP/Preventative Lead - Lisa Taylor (lisa.taylor@shropshire.gov.uk)

The suggested naming convention here would be to add 'ESCALATION' to the subject line of the email. This is clear to us then, that there is not a 5-day tolerance and a reply is expected by the requester.

If an enquiry is about a response for an Annual Review, then you can use the Annual Review email account for those specific queries: senannualreviews@shropshire.gov.uk