Contact Services – Frequently Asked Questions (FAQ)

Where is the Centre located?

• Is there parking at the centre?

  Yes. The centre is located on the high street where there is pay and display parking available at the front. This requires the PayByPhone app and is limited to a maximum of 2 hours.

  There is also free parking available on nearby roads, including Moree Way (left-hand side road). Additionally, parking may be available in residential bays at the rear or surrounding streets.

  Please note: Parking restrictions may apply on match days, so we advise checking signage before parking.

• Can I bring my own items for my child?

  Yes, you are welcome to bring items for your child.

  However:

  • All items must be shown to staff upon arrival
  • Staff must be aware of what has been brought into the centre
  • Children will not be able to use toys from the centre’s storage during that session, to avoid items becoming mixed up

• Can I bring paints, colouring pencils, or felt tips?

  No. We do not permit any colouring materials or paints to be brought into the centre.

  We provide approved colouring resources, including:

  • Water-based felt tips
  • Colouring pencils

  Children must use only the materials provided by the centre.

  Items may only be brought in as a gift, but must not be used during the session.

• If my child does not want to see me, will the contact be cancelled?

  If a child arrives upset, that is not automatically an issue. However, if a child is distressed and refuses to enter, the Contact Officer will speak with them. If the child continues to refuse to come into the centre, the session cannot proceed, as we cannot physically force a child to participate in contact.

• Do I need to sign in?

  Our staff will sign you in at reception.

  You will simply need to:

  • Provide your name
  • Confirm the child you are attending to see/dropping
  • Confirm whether you are the resident or visiting parent

• Am I allowed to bring food?

  Yes, you may bring food. However, any hot food must be eaten in the designated food area, not in the play area.

• Can I wear shoes in the contact room?

  We ask that shoes are removed in the designated play area because children play and sit on the floor. This supports hygiene and health and safety. Shoes may be worn in other areas of the centre.

• Do you have first aid equipment?

  Yes. We have first aid equipment available for minor bumps, bruises, and scratches.

• Do you have plates, cups, and kitchen facilities?

  Yes, we have a fully functioning kitchen with plates, cups, and cutlery available to borrow. We also have a microwave, kettle, baby milk warming facilities, and a food temperature probe to ensure food is at a safe temperature.

• Can I speak to my Contact Officer about other matters during contact?

  During supervised contact, your focus should be on your child. We ask that you do not discuss legal matters, the other parent, or unrelated concerns during the session. If you attempt to do so, the Contact Officer will gently redirect you. If you need to discuss something relating to the centre, please call the office or send an email, and we will be happy to speak with you outside of contact time.

• Can I request changes to a report?

  No. We do not take instructions from parents regarding report content. Our reports are factual and based on the Contact Officer’s professional observations. However, we will amend incorrect arrival times, spelling errors, or incorrect dates, and a revised report will then be reissued.

• Is smoking or vaping allowed?

  No. We are a non-smoking, non-vaping, and non-e-vaping centre. You are also not permitted to smoke directly outside the premises. If you wish to smoke, you must go further down the road and away from the vicinity of the venue.

• Does the centre have security?

  We do not have a security guard on site. However, the property is covered by CCTV monitoring at all times.

• What number do I call if I am running late or have an urgent update?

  Our head office is closed on weekends. For urgent matters during contact, please call or text the Duty Line on 07914 435655. If sending a text, please include the child’s name and your query, and we will respond as soon as possible.

• Can I arrive earlier than my scheduled time?

  We advise you to arrive at your scheduled time. If staggered arrivals or departures are in place, you must follow them. If agreed staggered times are not followed, we are not responsible for parents encountering one another. The visiting parent is allowed five minutes prior to the child’s arrival to settle into the room. If there are safeguarding concerns about meeting the other parent, this must be agreed before the session.