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FAQ

Frequently Asked Questions

Everything You Need to Know

Find answers to common questions about our services, referral process, and what to expect during family time sessions.

General Information

Learn about our centre and services

We are a NACCC-accredited charity providing supervised and supported family time services for families in Swansea and South Wales. We’ve been operating since June 2012, offering safe, neutral spaces where families can maintain meaningful connections during difficult periods.

Yes, we are fully accredited by the National Association of Child Contact Centres (NACCC). This accreditation ensures we maintain the highest standards of service delivery, staff training, and safety protocols. We undergo regular assessments to maintain our accreditation status.
We are open Monday to Friday from 9:00 AM to 4:00 PM, and Saturday from 8:30 AM to 4:00 PM. We are closed on Sundays and Bank Holidays. Family time sessions are scheduled within these hours based on availability.
We are located at 96 Walter Road, Swansea, SA1 5QE. Our centre is easily accessible by car with free on-site parking, and we have excellent public transport links with good bus and train connections to Swansea city centre.
As a registered charity, we strive to keep our services accessible. Costs vary depending on the type of service required (supervised, supported, or handover). Please contact us directly on 01792 470003 to discuss fees and any available financial assistance.

Services & Family Time Types

Understanding our different service options

Supervised family time involves a trained staff member being present in the room during the entire visit, closely monitoring interactions to ensure child safety. Supported family time is less intensive – staff are available on-site and check in periodically, but parents have more privacy. The type required depends on court orders, social services recommendations, or family circumstances.
Our handover service provides a neutral meeting point where one parent can drop off children and another parent can collect them, without the parents having to meet face-to-face. This service is ideal when there is conflict between parents but supervised family time is not required.
Yes, absolutely. Our services are not limited to parents – we support contact between children and grandparents, siblings, and other significant family members. The same referral process applies regardless of the relationship.
Yes, we are committed to inclusivity and accessibility. Our building has wheelchair access, hearing loop systems, and we can arrange interpreter services when needed. We also work with families where children or adults have additional physical, emotional, or learning needs.
Session length varies based on individual circumstances, age of children, and court orders if applicable. Typical sessions range from 1 to 3 hours. The frequency and duration are agreed upon during the referral process and can be adjusted as the family situation progresses.

Referral Process

How to access our services
First, call us on 01792 470003 to discuss your situation and confirm we can accommodate your needs. We’ll then send you the appropriate referral form to complete. Forms should be submitted at least one week before your desired start date. Both parents must attend mandatory pre-visit appointments before family time sessions can begin.
We have three types: Supervised Referral Form (for court-ordered or professional referrals requiring supervision), Supervised Self-Referral Form (for families who voluntarily want supervised family time), and Supported/Handover Referral Form (for less intensive arrangements). Call us if you are unsure which is appropriate.
Both are possible. Families can self-refer if both parents agree that using our services would be beneficial. Professional referrals can come from social services, solicitors, CAFCASS officers, or the courts. The type of referral may affect which service is most appropriate.
Pre-visits are mandatory appointments where each parent separately visits our centre before sessions begin. During pre-visits, we show you the facilities, explain our policies and procedures, discuss any concerns, complete necessary paperwork, and answer questions. This ensures everyone understands how contact will work.
From initial contact to first session typically takes 2-4 weeks, depending on availability and how quickly forms are completed. Pre-visits must be scheduled and completed for both parents before family time can commence. We recommend contacting us as early as possible to avoid delays.
Unfortunately, we cannot proceed with family time sessions if one parent refuses to engage with the process. Both parents must complete pre-visits and agree to our terms. If there’s a court order in place, the non-compliant parent may need to seek legal advice about their obligations.

Safety & Procedures

Keeping families safe and secure
Child safety is our absolute priority. We have CCTV throughout the building, separate secure entrances for each parent to prevent unwanted contact, trained staff who monitor all sessions, clear safeguarding policies, and established emergency procedures. All staff undergo DBS checks and regular training.
We have comprehensive safeguarding policies covering child protection, vulnerable adult protection, and information sharing. All concerns are taken seriously and reported appropriately. We work closely with social services, police, and other agencies when necessary to protect children and vulnerable adults.
No. We maintain strictly separate entrances and waiting areas to prevent contact between parents. Arrival and departure times are staggered to ensure parents do not encounter each other. This is a fundamental safety feature of our service.
We have clear behavior policies and trained staff to manage difficult situations. Anyone displaying aggressive, threatening, or inappropriate behavior will be asked to leave immediately. We will not tolerate abuse toward staff or other service users. Serious incidents are reported to relevant authorities.
Sessions are confidential within legal limits. We do not share information unnecessarily, but we are required to share information if there are child protection concerns, if ordered by a court, or if requested by social services involved with the family. This is explained during pre-visits.

During Family Time Sessions

What to expect during your visit
Family time sessions should feel as natural as possible. Activities include playing with toys and games, reading books together, doing arts and crafts, talking and catching up, having snacks (you can bring appropriate food), and simply spending quality time together. We have a wide range of age-appropriate toys and activities available.
Yes, you can bring age-appropriate snacks and drinks for your children. Please be mindful of any allergies. We ask that you clean up after yourselves. We have basic facilities for warming bottles or food if needed. Alcohol and smoking are strictly prohibited on our premises.
Small, appropriate gifts are generally acceptable, but please discuss this with staff beforehand. Gifts should be age-appropriate, safe, and not too expensive. We cannot allow gifts that could be used as weapons or that are inappropriate. Staff may need to check gifts before they are given.
Children’s wishes and feelings are important to us. If a child becomes distressed, staff will intervene appropriately to comfort them. If a child consistently refuses family time, we will discuss this with parents and any professionals involved. We never force children into family time against their will, but we do encourage and support positive engagement.
Photography policies vary and must be agreed upon by both parents and approved by any professionals involved. Generally, photos may be allowed for personal use only, but cannot be posted on social media. Staff will explain the specific policy during your pre-visit.
Please give us as much notice as possible if you need to cancel or reschedule – ideally 48 hours. We understand emergencies happen, but repeated last-minute cancellations may affect your ability to use our services. Changes must be arranged through our office, not directly with the other parent.

Reports & Legal

Documentation and court matters
Yes, if requested by the court or with consent from both parties, we can provide factual reports about family time sessions. Reports document attendance, general behavior, interaction quality, and any significant incidents. We charge a fee for report writing. Reports are factual and professional, not recommendations.
Our staff can be required to attend court hearings if subpoenaed. We will provide factual evidence about our observations during family time sessions. There may be additional costs for staff time attending court. We prefer to submit written reports when possible.
We maintain records in accordance with data protection legislation and NACCC guidelines. Session notes and files are typically retained for a minimum of 3 years after the last session, though this may be longer if court proceedings are ongoing. You have the right to request copies of records held about you.
Yes, you can request copies of session notes through a Subject Access Request under GDPR. There may be a reasonable fee for extensive records. Please note that session notes document factual observations only and are written to be shared with relevant parties.

Still Have Questions?

Our friendly team is here to help. Contact us today to discuss your specific situation and how we can support your family.

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