Booking Policy

All telephone helpline appointments are booked using an online booking system called Timely.

Parent/carers and young people can book their own appointment directly from our website or by contacting us on 01603 704070.

What will happen when you book an appointment?

  1. After choosing a convenient date and time for your telephone appointment you will be asked to agree to our privacy policy.
  2. If you have multiple children you will need to book an appointment per child/young person.
  3. You will be asked to agree to the cancellation policy.  You cannot cancel or amend your appointment via Timely within 24 hrs of the appointment.  If you need to do this please let us know by email or telephone.
  4. Following booking online you will be sent a confirmation email and text message.  
  5. Within 48 hours of booking you will receive by email a short consultation form.  This MUST be completed to avoid your booking being cancelled.

If you have a specific deadline in law such as a draft EHCP, Tribunal order or Governor’s meeting regarding exclusion and need to speak with an Advisor sooner than your booked appointment you need to book the next available appointment. 

Once you have completed the consultation form please email us detailing your deadline and why you need an earlier appointment. Although we will do our best, we cannot guarantee that we will get to everyone within their time frame and priority will be given to those that have more urgent legal deadlines.

We regularly have appointments cancelled and amended by parent/carer’s and young people.  If you do not have a deadline and would like an earlier appointment, then is available please keep checking our website under the booking link for an earlier appointment.


Reviewed November 2023