Our Terms of Business

  1. Purpose of the Service
  • To provide a safe, neutral, child-focused environment for children to maintain or re-establish relationships with non-resident family members.
  • The centre is impartial and does not take sides in family disputes.
  1. Referral and Intake
  • Referrals may be made by solicitor, court, social work department, or other professional.
  • All parties must attend a pre-contact intake meeting before contact can begin.
  • Intake includes risk assessment, understanding family dynamics, and reviewing court orders (if applicable).
  1. Supervision Types
  • Supervised Contact: A staff member is present at all times during the visit and monitors interaction.
  • Supported Contact: Staff are available but do not supervise each moment.
  • Handovers Only: Used when parents do not wish to meet but the child transitions from one to the other at the centre.
  1. Session Rules
  • All contact must occur within the centre’s premises and during agreed times unless otherwise agreed.
  • Parents are responsible for bringing essentials (nappies, food, medication, etc.).
  • Offensive, aggressive, or inappropriate behaviour may result in termination of sessions.
  1. Fees and Payment (if applicable)
  • Session fees are to be paid in advance if private fee paying or with the production of a legal aid certificate approving sanction.
  • Cancellations must be made with 48 hours’ notice or fees may still be charged.
  1. Confidentiality
  • All information is kept confidential unless:
    • There is a concern for the safety of a child or adult.
    • Required by law or a court order.
    • Disclosure is authorised in writing by the parent.
  1. Recording and Reporting
  • Staff may keep written records of sessions.
  • Reports may be prepared for courts or social work department when formally requested.
  • Parents will be informed if a report is being prepared.
  1. Health & Safety
  • Parents and children must not attend if unwell or infectious.
  • The centre has the right to refuse entry if safety or wellbeing is compromised.
  • Emergency procedures are in place for first aid, fire, and other incidents.
  1. Termination of Services
  • The centre may terminate services for:
    • Breach of terms.
    • Repeated cancellations or non-attendance.
    • Safety concerns.
    • Completion of the service (e.g., when contact is moved to unsupervised).
  1. Complaints Procedure
  • Complaints must be made in writing and will be addressed within 28 days.
  • If unresolved, complaints may be escalated to the centre’s management or relevant regulatory body.
  1. Data Protection
  • All personal data is handled in accordance with GDPR laws.
  • Records are securely stored and only shared with authorised persons.

 

  1. Agreement to Terms
  • All parties must sign an agreement to the terms and conditions before services commence.
  • Failure to agree may result in the centre declining to provide services.