FAQ2025-01-14T11:48:51+00:00

FAQ

Who is PTCCC?2024-11-09T14:57:22+00:00

Prime Time Child Contact Centre offers trusted, NACCC-accredited supervised and supported child contact services, prioritizing the child’s wellbeing in separated families. Our mission is to provide a safe, welcoming space where children feel assured of love from both parents and understand they are not at fault for the separation. We foster healing and connection through our skilled team and accessible spaces. Led by the Centre Manager and guided by a dedicated Board of Trustees, Prime Time ensures secure, supportive interactions for children and families in transition.

Contact us at 03003652700 or email referral@ptccc.org.uk

Where will contact sessions be held?2024-11-09T14:57:50+00:00

We can provide supervised contact at:

  • Norwood Picture house library, SE19;
  • The carers’ home; or
  • Any other location jointly agreed by the parents.

We provide supported contact at:

  • Friends Meeting House, Redlands Way, London, SW2 3LU on a fortnightly basis on Sundays from 1:00 PM to 3:00 PM
Are the spaces private?2024-11-09T14:58:15+00:00

Although our spaces are public community venues, private areas can be arranged upon request to ensure a confidential and tranquil setting for each family.

How will the child be kept safe?2024-11-09T14:58:31+00:00

During child contact sessions, your child’s safety and well-being are our top priorities. Our trained supervisors are equipped to manage a range of situations, calmly de-escalating conflicts and addressing any concerns as they arise. If at any time we believe a child’s safety may be at risk or their well-being is compromised, our supervisors will take prompt, appropriate action to ensure their protection, including removing the child from the situation if necessary. We are dedicated to fostering a safe, nurturing environment for every child throughout their time with us.

What training have child contact supervisors had?2024-11-09T14:58:53+00:00

Our supervisors undergo comprehensive training in child protection, conflict resolution, cultural sensitivity, and communication skills to ensure a safe and supportive environment for families.

How much do contact sessions cost?2024-11-09T14:59:40+00:00

Contact session costs vary depending on the package chosen. Please see pricing details below

Fees for supported centre services are £2.50 per hour for unemployed and £7.50 per hour for employed parents.

Service     Cost Supervised
Referral Fee – Administration and risk assessment associated with the management of referrals to the contact centre. This is charged to the person referring to the centre and payment will need to be cleared before the referral process can commence.

Click here to pay fee

£30
Supervised Contact, Private – This fee covers the cost of one supervisor, per hour working with one family. An additional £25 fee includes a report of observations. £65ph
Supervised Contact, (two supervisors) Private – Sometimes we might be able to support your family with increased staffing. The cost shown is reflective of providing one additional staff member. £120ph
Supervised Contact, Local Authority – This fee covers the cost of one supervisor per hour working with one family. An additional £25 fee includes a report of observations. £120ph
Supervised Contact, (two supervisors) Local Authority – Sometimes we might be able to support your family with increased staffing. The cost shown is reflective of providing one additional staff member. £180ph
Contact supervision report fee per supervisor, per contact session. £25
Administration – sometimes we are asked to write additional reports. We can assist with this, but the following fee applies. We require 10 working days post-fee payment to complete such reports. £50-250
Travel fee for any journey more than 45 mins outside Southwark borough £20pp

per 45mins each way

The referral fee can be made payable to the bank details below:

Prime Time Charity

NatWest Bank

Account no. 21661553

Sort code: 50-10-29

   
Cancellation Policy

You will be charged the full fee (less report fee) where you give under 24 hour notice of cancellation which must be by email. The fee charged is 50% where you give -24-48 hours notice to us, by email, of cancellation. You will not be charged if you give 48 hour or more notice.

 
How do I make a referral?2024-11-09T15:01:09+00:00

You can refer through our website here for Supervised Contact referrals and here for Supported Contact referrals where you have the referral form, call us at 03003652700, or email referral@ptccc.org.uk

We respond promptly to referrals, and we aim to make contact within 24-48 hours of receiving the referral.

What should I do if I need to cancel a referral or a session?2024-11-09T15:02:05+00:00

If you need to cancel a referral or session, please notify us in advance by phone at 03003652700 or by email at referral@ptccc.org.uk.

  • Parent is charged full session fee (excluding notes) if cancelled under 24 hours by email;
  • Parent is charged 50% if cancelled within 24-48 hours’ notice by email.
  • No charge to the parent if the session is cancelled with 48+ hours’ notice.
Will sessions always be attended by the same child contact supervisor?2024-11-09T15:02:32+00:00

While we aim for consistency, there might be occasional changes due to scheduling. All our supervisors are trained professionals committed to providing a safe environment.

What should I do if I want to change the contact supervisor?2024-11-09T15:02:52+00:00

If you have specific concerns, please discuss them with our Centre Manager. We’ll do our best to accommodate your preferences while maintaining quality supervision.

How do I give feedback, a compliment, or make a complaint?2024-11-09T15:03:10+00:00

We value your input. Feel free to provide feedback, compliments, or express concerns by contacting us via phone, email, or in person. Your input helps us improve our services for everyone’s benefit.

Will you provide feedback to me about what’s happened during the sessions?2024-11-09T15:03:29+00:00

Yes, we understand the importance of keeping you informed about your child’s progress and experiences during the contact sessions. We aim to provide regular feedback and updates to both parents, ensuring transparency and communication throughout the process.

What steps can I take to no longer need this service?2024-11-09T15:03:47+00:00

Our services are provided based on various factors, including court orders and requests from parents, solicitors, and social workers. To stop needing our services often depends on the circumstances outlined in the court order or the agreements made by the involved parties.

Typically, you may no longer require our services when:

  • The court order or legal requirements no longer mandate supervised contact.
  • All parties involved, including parents and professionals, agree that the contact can occur without supervision.
  • You and the other parent can effectively communicate and cooperate to ensure the child’s well-being during contact without the need for third-party supervision.

We understand that each situation is unique, and our team is here to assist you in transitioning away from our services when it is appropriate and safe to do so. We work in coordination with all stakeholders to ensure the best interests of the child are met while maintaining the safety and security of contact sessions.

How many will be there? Will there be notes?2024-11-09T15:04:06+00:00

The number of individuals present during a contact session may vary based on the specific circumstances of your case. Our trained staff members will be present to facilitate and supervise the sessions. Detailed notes are typically taken during each session to document interactions, activities, and any relevant observations.

How long will it last?2024-11-09T15:04:24+00:00

The duration of each contact session can vary depending on the needs and preferences of the family. Typically, sessions last between one to two hours, but we can adjust the length to accommodate your specific situation.

How would your supervisors respond if the worst was to happen? What precautions are put in place to prevent this from happening?2024-11-09T15:04:44+00:00

Our supervisors are trained to handle various situations, including emergencies. We have safety protocols in place to mitigate risks and ensure the well-being of everyone involved. Prevention measures and response plans are part of our commitment to providing a safe environment for contact sessions.

How can I prepare my child for a contact session?2024-11-09T15:05:01+00:00

It’s essential to communicate with your child about the upcoming contact session in an age-appropriate and reassuring manner. We can provide guidance and resources to help you prepare your child emotionally for the visit, ensuring they feel comfortable and supported.

Do I need to drop my child off? Do I have to leave the room? Can I stay if my child needs me to? Where can I wait?2024-11-09T15:05:19+00:00

Our policies may vary depending on individual circumstances and court orders. We aim to create a safe and supportive environment for contact sessions. You will receive specific guidance on drop-off and participation based on your situation.

What if my child doesn’t want to spend time with me/the non-resident parent?2024-11-09T15:05:38+00:00

We understand that children may have mixed feelings about contact sessions. Our staff is trained to handle these situations sensitively. We encourage open communication and work to create a positive experience for the child while respecting their feelings and boundaries.

Can contact sessions be done virtually?2024-11-09T15:05:56+00:00

Yes, we offer virtual contact sessions when appropriate and feasible. Virtual sessions can be a helpful alternative in certain circumstances, providing a secure and monitored environment for contact.

How does the first session work/is it facilitated?2024-11-09T15:06:12+00:00

The first session is typically facilitated by our trained staff members, who will introduce the child and the non-resident parent to the contact centre environment. Our goal is to create a comfortable and supportive atmosphere for everyone involved while ensuring a smooth start to the contact process.

What if the non-resident parent doesn’t engage in the session?2024-11-09T15:06:29+00:00

Our staff is experienced in encouraging positive interaction during contact sessions. If a non-resident parent is not actively engaging, our facilitators will work to promote involvement and communication while prioritizing the child’s well-being.

What happens at the risk assessment meeting?2024-11-09T15:06:45+00:00

The risk assessment meeting is an essential part of our process. During this meeting, we assess the specific circumstances of the case, including any safety concerns or special requirements. This assessment helps us tailor our services to ensure a safe and productive environment for contact sessions.

Contact Us

Prime Time Child Contact Centres

Norwood Picture House Library,
1-7 Norwood High St, Norwood,
London SE27 9JU,

Friends Meeting House,
Redlands Way,
London, SW2 3LU

0300 365 2700

@ptccc.org.uk

“Keeping children in touch with parents following separation”

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