Helpline

The Helpline does not operate on Bank Holidays and will therefore be closed on:

• Friday 8 May 2020
• Monday 25 May 2020

Need help? Call our Helpline!

​Open during term time dates* shown below at following times:

​(Note: our admin staff cannot respond to helpline queries)

 We presently do not offer a call back service

Call ►0208 538 3731

 

We offer advice on:

• getting the right educational help for your child
• liaising with the school or local authority
• interpreting official letters
• requesting an EHC Needs assessment for your child
• finding independent expert professional advice
• appealing to the Special Educational Needs and Disability Tribunal

PLEASE NOTE THAT WE ARE UNABLE TO CALL PEOPLE BACK ON THE HELPLINE. ALL OF OUR VOLUNTEERS WORK FROM DIFFERENT LOCATIONS AND THEY DO NOT HAVE ACCESS TO THE ANSWER MACHINE FACILITY TO CALL YOU BACK.

If you are unable to get through to the helpline, then it is best to try again - once a caller finishes talking to an adviser the line will be free again. We also have 10 advice centres where you can visit for face-to-face advice.

Term-time Helpline

An experienced volunteer is usually available on our helpline every weekday between 9:30am and 12:30pm and between 2pm and 5pm and on Tuesday evenings from 8pm to 10pm. We are closed 12.30pm-2pm for lunch.

WE DO ASK YOU TO TRY TO RESTRICT YOUR CALLS TO ABOUT 20 MINUTES TO FREE UP THE LINES FOR OTHER CALLERS.

The helpline may also be closed during volunteer training sessions, please see below for any closure dates.

*The term-time helpline will be open between the following dates (subject to confirmation):

• Mon 09th September to Fri 25th October 2019 
• Mon 04th November to Fri 20th December 2019
• Mon 06th January to Fri 14th February 2020
• Mon 24th February to Fri 22nd May 2020
• Mon 1st June to Fri 17 Jul 2020

The helpline will be closed for training on the following dates: (subject to confirmation)

• Tuesday 15th October 2019
• Thursday 14th November 2019
• Wednesday 11 December 2019
• Thursday 16th January 2020
• Wednesday 12th February 2020
• Tuesday 17th March 2020
•  
• Thursday 21st May 2020
• Tuesday 16th June 2020
• Wednesday 15th July 2020

Helpline Calls Answered 

	2018	2019	2020
January	119	162	154
February	125	121	148
March	216	176	149
April	89	97	127
May	125	141	130
June	145	165	???
July	62	124	???
August	Closed	Closed	Closed
September	123	136	???
October	141	180	???
November	189	179	???
December	78	116	???

 

Help to keep our helpline and advice centres available to everyone

Text message costs £10 plus one standard text message.

 

Getting the best from the Helpline

We do understand that callers may be worried when they call and it will be easier to ensure that the volunteer gives you the best advice possible if they have a concise but complete account of your concerns. It also ensures that not only can your case be dealt with well, but that more parents can be helped during the session time available.

Before you contact us, you might want to review:

• A copy of the SEN Code of Practice. 
  A PDF version of the SEND Code of Practice: 0 to 25 years (from September 2014) can be downloaded from the Department of Education website here.
• There is other useful information, including a Guide for Parents which can be found here.

When you phone the helpline you will find the volunteer welcoming, please try to:-

• Call from a landline as the line is usually clearer.
• Find a quiet, distraction free location.
• Have all your papers in order with you, so that you can refer to them easily.
• Note down beforehand the key points e.g. all the needs you know or feel your child may have, the name of the local authority you live in and any information from the school.
• Have pen and paper to hand and write down the information given.