How do I make a referral to Norwich Family Time Centre?

A referral form must be completed before we can begin the referral process. Our referral forms are available on the Referral Forms section of our website.

Once we have received the completed referral form and the required referral fee, our team will begin processing the referral. We may contact the parties involved or the referring professional if we require any further information.

Can I refer myself, or does a professional need to refer me?

Yes. We accept self-referrals, so you do not need to have a solicitor, social worker or other professional involved in order to approach Norwich Family Time Centre.

We also accept referrals from professionals, including solicitors, Local Authorities and other agencies.

Where arrangements are subject to a court order or professional involvement, we may need relevant documentation or information as part of the referral process.

What happens after a referral is received?

Once we have received a completed referral and the referral fee has cleared, the referral will be reviewed and processed by our team.

We will gather the information needed to understand the proposed family time arrangements and any relevant risks or requirements. Once the referral has been accepted, preparation sessions will be arranged before direct family time begins.

What is a preparation session and do I need to attend one?

Preparation sessions form an important part of our referral process and take place before family time begins.

They provide an opportunity to meet with us, understand how the centre works, discuss the proposed arrangements, complete any necessary paperwork and raise any questions or concerns.

Preparation arrangements are made with the relevant parties separately where appropriate.

How long does it take for family time to start?

We aim to process referrals within approximately two weeks from receiving the completed referral and referral fee.

This is an approximate timescale rather than a guarantee. The process may take longer where further information is required, arrangements need to be clarified or during particularly busy periods.

What is the difference between supervised and supported family time?

• Supervised Family Time provides a higher level of supervision. A Family Time Supervisor observes the interaction between the child and family member and an observation report is produced following the session.

• Supported Family Time provides a lower level of supervision and takes place at the Family Time Centre. Staff are available to provide support and guidance where needed, but there is no close observation or evaluation of interactions and an observation report is not produced.

What happens during a supervised family time session?

During supervised family time, a Family Time Supervisor will be present to oversee the session and support safe and positive interactions between the child and family member.

The supervisor will observe the session and make appropriate notes, which are used to produce the family time observation report.

Our role is to provide a safe and appropriate environment for family time and to make objective observations. We are not there to take sides between family members.

Will my child be prepared before their first family time session?

Yes. All children have a pre-visit before their first family time session.

This gives the child an opportunity to see the environment, meet staff and understand what will happen when they attend.

Sometimes the pre-visit will take place immediately before the child's first family time session. This can help avoid creating unnecessary anxiety or nerves by asking a child to visit and then wait another week or two before seeing their family member.

Can grandparents or other family members attend?

Potentially, yes. Other family members may attend where this is agreed between the parents or provided for within a court order.

Any additional visitors must be agreed with the Centre Manager in advance and should not simply arrive at a session.

We also ask that additional family members do not attend every session, as family time should ordinarily provide the child with meaningful time with the family member they have been referred to see.

Can I bring food, drinks, toys or gifts for my child?

Absolutely. We encourage parents and family members to bring appropriate food, drinks, activities or toys that can help them make the most of their time together.

Gifts should generally be limited to special occasions, rather than becoming a regular feature of family time.

Can I take photographs during family time?

No. Norwich Family Time Centre operates a no phone and no photography policy during family time sessions.

Where both parents agree that photographs may be taken, the Family Time Supervisor can take appropriate photographs on behalf of the family. These can then be included within the observation report for that particular session.

Can I use my mobile phone during a session?

No. Mobile phones should not be used during family time sessions.

This helps ensure that the focus remains on the child and the time being spent together and supports our no-photography policy.

What happens if my child becomes upset during a session?

Children can experience a wide range of emotions around family time. Our staff will respond sensitively to the individual child's needs and will support the child and family member where appropriate. The child's welfare remains central to the session. Staff will consider what is happening at the time and respond appropriately, rather than expecting a distressed child simply to continue regardless.

Will a supervisor stay with us throughout the session?

This depends on the type of service you are receiving.

During supervised family time, the Family Time Supervisor remains present and observes the session.

During supported family time, there is a lower level of supervision and staff do not continuously observe or evaluate the interaction. However, staff remain available should assistance, support or guidance be required.

What happens if there is a safeguarding concern during family time?

The safety and welfare of children using Norwich Family Time Centre is our priority.

If a safeguarding concern arises during family time, staff will respond appropriately and in accordance with the centre's Safeguarding Policy and procedures. Depending on the nature of the concern, this may include taking immediate action to ensure the safety and welfare of the child.

Further information about our safeguarding arrangements can be found within the Policies & Procedures section of our website.

If you have a safeguarding concern about a child, you should report this directly to the Local Authority Children's Advice and Duty Service (CADS) using their public contact number.

If a child is in immediate danger, always call 999.

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Are notes or reports written after each session?

This depends on the type of family time service being provided.

For supervised family time, the Family Time Supervisor observes the session and an observation report is produced. This provides an objective record of the interactions and significant events observed during that particular session.

For supported family time, there is no observation report because staff are not continuously observing or evaluating interactions. Where required, a record of attendance can be provided.

Who can receive a copy of a family time report?

For supervised family time, observation reports are normally provided to both parents, unless alternative arrangements have been agreed.

Where a professional or organisation has made or commissioned the referral, reports may also be shared in accordance with the arrangements agreed as part of the referral.

If there are specific restrictions regarding the sharing of information or reports, these should be made clear to Norwich Family Time Centre as part of the referral process.

Can your reports be used in court proceedings?

Yes. Observation reports produced following supervised family time can be used within court proceedings and frequently are.

Reports provide an objective record of what the Family Time Supervisor observed during the session. They record relevant interactions and events but should not be considered an assessment of either parent's overall parenting ability or an expert assessment of the family.

Can staff attend court or professional meetings?

Yes. Where requested and appropriate, Norwich Family Time Centre staff can attend court hearings and professional meetings, including Local Authority meetings, to provide information relating to our involvement with a family.

Additional charges apply for court attendance and professional meetings. Please refer to our Our Costs page and Charging Policy for current fees.

When do I need to pay for my session?

Session fees must be paid and received by Norwich Family Time Centre by 12 noon on the day before the session is due to take place.

Sessions can be paid for further in advance if preferred. Where payment has not been received in accordance with our Charging Policy, the session may be cancelled.

What is your cancellation policy?

We understand that circumstances can arise which prevent family time from taking place. However, the centre incurs costs when staff and facilities have been arranged for a session.

Our current cancellation charges are:

• Cancelled within five days – 50% of the session fee

• Cancelled within 48 hours – 100% of the session fee

Please refer to our Charging Policy for full details.

What happens if the other parent cancels?

Our cancellation policy applies regardless of which party cancels the family time session.

Whether a charge is payable will therefore depend on when the cancellation is received.

If a session involving you is cancelled, we will let you know as soon as reasonably possible.

What happens if someone arrives late?

We understand that unexpected delays can happen. Norwich Family Time Centre operates a 15-minute late-arrival policy.

If either party is running late, we ask that they contact the centre as soon as possible to let us know.

Where a parent has not arrived within 15 minutes and we have not heard from them and have been unable to make contact, the Centre Manager may use their discretion to cancel the session. In these circumstances, the other party will be informed and will be able to leave.

Where we have been able to make contact and understand the reason for the delay, the Centre Manager will use their discretion when deciding whether the session can still proceed.

How long will we need to use a Family Time Centre?

Every family is different and arrangements are considered on a case-by-case basis.

A Family Time Centre should ordinarily be regarded as a short-term service, rather than somewhere families are expected to remain indefinitely.

Where appropriate, observations, the child's welfare and the family's wider circumstances can help inform discussions about how arrangements may progress.

Can you help us progress towards family time outside the centre?

Yes. Family Time Centres are generally intended to provide short-term support, and where appropriate we want to help families make positive progress.

Any progression will be considered on an individual basis and will depend on the child's needs, how family time is progressing, any relevant risks and the arrangements or agreements that are in place.

Where appropriate, this may involve moving to a lower level of support or considering family time arrangements away from the centre. Any changes would need to be appropriately agreed and must remain consistent with any applicable court order.

Where there is no court order in place, a referral to Norwich Family Time Centre requires the agreement and cooperation of both parties. Norwich Family Time Centre does not have the authority to compel a parent, carer or child to attend family time.

If the other party is unwilling to participate or does not agree to the proposed arrangements, we will not be able to proceed with family time.

In these circumstances, you may wish to seek independent legal advice or consider making an application to the Family Court using a C100 application to ask the court to determine arrangements for the child or children.

No. We recognise that there are circumstances where it may not be appropriate or comfortable for parents to have direct contact with one another. Where required, Norwich Family Time Centre can arrange separate arrival and departure times and staff can facilitate the handover of children between parents.

However, where it is safe and appropriate, we recognise that it can be positive for children to see their parents managing a calm and respectful handover. A brief exchange of relevant information about the child between parents can provide reassurance, help the child transition between them and reduce the feeling that they are caught between two sides.

This will not be appropriate for every family, particularly where there are safety concerns, significant conflict or other identified risks. Arrangements will therefore be considered on an individual basis, with the child's welfare and emotional wellbeing at the centre of any decision

We recognise that communication between separated parents can sometimes be difficult. Wherever possible, communication should remain child-focused, respectful and limited to information that is relevant to the child's needs and arrangements.

Where direct communication is not appropriate, Norwich Family Time Centre can support the exchange of essential information between parents in relation to family time and handovers.

Some families also find that using a dedicated co-parenting app can be helpful. These platforms can provide one place for messages, arrangements, calendars and other important information, while maintaining a clear record of communication. This can help reduce misunderstandings and provide greater clarity and accountability for both parents.

The most appropriate method of communication will depend on the individual circumstances of the family, including any court orders, safeguarding concerns or agreed communication arrangements.

For further information and details of recommended co-parenting apps and other helpful resources, please visit the Useful Links & Support Services section of our website.

The safety and welfare of children using Norwich Family Time Centre is our priority. Parents and family members attending the centre must not attend under the influence of alcohol or non-prescribed drugs.

If drug or alcohol use has been identified as a concern, this should be made clear during the referral process so that it can be considered as part of our risk assessment and preparation arrangements.

Norwich Family Time Centre has facilities to undertake alcohol breath testing and urine drug screening, where this forms part of the agreed arrangements for family time.

If staff have concerns that somebody may be under the influence of drugs or alcohol when they attend, the Centre Manager will consider the circumstances, available information and any identified risks before deciding whether the session can safely proceed. Where it is considered unsafe or inappropriate to continue, the session may be cancelled or ended.

Any safeguarding concerns identified will be managed in accordance with our Safeguarding Policy and procedures, with the welfare of the child remaining our primary consideration.