How we deliver support

We run an Information, Advice & Support (IAS) Line:

This is open from 9.30am – 4.30pm Monday to Friday. You will be able to speak directly to one of our trained staff. If the line is busy, or if you call outside of our opening hours, you can leave an answerphone message. We try to get back to you during normal office hours and aim to respond to all enquiries within two working sessions. As we will usually respond to messages in the order they are left, let us know if you need to speak to us urgently.

You can also use the contact form on our website to send a query via email.

SENDIAS is a statutory service, which means there must be one in every local authority. They are free, impartial and confidential:

“Local authorities must arrange for children with SEN or disabilities for whom they are responsible, and their parents, and young people with SEN or disabilities for whom they are responsible, to be provided with information and advice about matters relating to their SEN or disabilities, including matters relating to health and social care.”
SEND Code of Practice 2015, DfE

All members of our SENDIAS team have completed SEND legal training. This means they can give you legally based information about your rights and responsibilities and those of schools, colleges, the Local Authority and education/other professionals.

Our staff also attend regular training on SEND issues and are fully Disclosure and Barring Service (DBS) checked. This means a check has been done to make sure they can work with vulnerable groups, children and young people.

The standards expected of all SENDIAS services are set out in the IASSN Minimum Standards.

Service-user satisfaction survey:
We welcome constructive criticism, comments and feedback, to help us to identify what we do well and where we need to make improvements. You may receive a survey form when you contact us, but we encourage you to fill in this form at any time.

Case studies:
You may be asked if we can write an anonymised study based on your use of our service. These are important to demonstrate what helps and works for families. If you are interested or want to know more, please call us on the helpline or email us.

SEND and You also have a complaints procedure if you feel unhappy about the service you have received. Your complaint will be dealt with in confidence, with fairness and respect.