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Procedures & services agreement

Last updated 12 August 2026 · 6 minute read

This page explains how our supervised contact service runs, what we ask of each parent, and what you can expect from us. Both parents are asked to read it in full before contact begins.

Before contact begins

Each parent completes their own application form. Once both forms are with us, we arrange an intake session with the child and the parent they live with, and confirm a schedule in writing. Nothing is booked until both parents have agreed the arrangement.

Where court orders are in place, please send us a copy. We will follow the orders exactly, including any conditions about venue, duration or who may be present.

What we ask of parents

  • Arrive at the agreed time. If you are running late, call us rather than the other parent.
  • Keep conversation about the case away from the children.
  • Bring anything your child needs — nappies, medication, a favourite toy, a change of clothes.
  • Follow the supervisor's guidance during the visit. They will only intervene where a child's safety or welfare requires it.
  • Let us know as early as possible if you need to cancel or rearrange.
  • If a parent does not adhere to the guidance provided by the support worker, the visitation may be terminated early.

Fees and cancellations

Fees are quoted per session and confirmed before your first visit. Sessions cancelled with less than 24 hours' notice are charged in full, as the supervisor's time has already been committed. Where a visit cannot go ahead because of illness, we will always try to rearrange at no extra cost.

Our role is to make contact safe and ordinary. Everything in this agreement exists to protect the child's experience of the time they spend with you.

Confidentiality

What happens during a session is recorded in our notes and shared only with the parties to the arrangement, or with the court where a report has been requested. We will break confidentiality without hesitation if we believe a child is at risk of harm.

Questions

If any part of this agreement is unclear, please get in touch before you sign. We would always rather answer a question early than have a misunderstanding later.