Frequently Asked Questions

The length of time which has passed between contact doesn’t prevent us from being able to support you. It will likely influence the type of contact agreed however, as there may need to be extra support to help you rebuild your relationship with the child. You can read more about which type of contact might be best for you here.

Unfortunately not. Before you make an inquiry, we would advise you to try and locate their details as we do not have the resources available to locate people. Without these details, we cannot begin the child contact process.

If you are not comfortable with seeing your ex-partner we can make arrangements to ensure that you never cross paths. These arrangements involve separate arrival and departure times, different entrances if required, and a waiting area in a private room if required. Alternatively, you can arrange for another member of your family to bring your child/children to the centre. You can read more about our safety procedures here. You will be expected to hand in your phone if staying on site.

Whilst every case is different, when there are no issues preventing our usual process from going smoothly, we aim to arrange the first family time session/contact within 2 to 3 weeks. This is however dependent on both parties' cooperation and timely completion of forms and payments. Find out more about our approach here.

Each of our services has a different cost. Please refer to our price guide.

If you receive an invitation from us to organise contact with your child or children, you do not legally have to accept unless we have been ordered to send the invitation by a court and an active court order is in place. However, we encourage you to contact us to discuss your concerns before refusal. Often, when arrangements can’t be agreed out of court, the non-resident parent will begin the process of obtaining a court order - which can be a long, expensive and emotionally tough thing to go through.

Every case is different and there is no size that fits all. However, we do have a tried and tested approach for deciding the right kind of child contact for every family. Find out more here.

Never. Unless you provide them to them yourself. We take extra care to ensure all personal details are kept confidential. We never disclose contact information they don’t already have either. When a contact agreement is first requested, the person requesting will already have some of your details - either a phone number, email address or contact address as these are necessary to make contact. However, this won’t have been provided by us. This will have been obtained by them through their own means.

All of our team are highly experienced and trained in dealing with complex family situations. Whilst some are retired qualified social workers, others hold qualifications and experience in other areas of child development and child relationship building. All members of our team are fully trained in safeguarding and hold a high level of emotional intelligence.

We try to help all families come to an agreement outside of court and support them in rebuilding child relationships without the cost and emotional impact of court. However, sometimes an agreement simply cannot be made. In these circumstances, progressing to court may be the next step.

It is vital to protect all parties from further allegations. We have a policy that explains the reasons and how we can look after your device when in family time. Parents / carers using the centre can still have photos taken when using the centre, but they must be taken on the company devices and emailed.