Terms & Conditions
What We Ask of You
To help us provide a safe, respectful, and positive environment for everyone, we ask that all parents, family members, and visitors agree to the following conditions while using peaceful unity.
Respectful Behaviour
Everyone taking part in contact must treat staff, children,and other families with courtesy and respect at all times.
Any form of abusive, aggressive, intimidating, or threatening behaviour, whether verbal, physical, or written, will not be tolerated. If such behaviour occurs, the family time session may be ended immediately, and Frankie Family Services reserves the right to suspend or terminate its services where appropriate.
Equality and Respect
Frankie Family Services is committed to providing an inclusive environment where everyone is treated with dignity and respect.
We do not tolerate discrimination, harassment, bullying, or offensive behaviour based on race, ethnicity, nationality, religion or belief, disability, age, sex, sexual orientation, gender identity, or any other protected characteristic. Any such behaviour may result in the immediate termination of the session and a review of future service provision.
Alcohol, Drugs and Intoxicating Substances
Alcohol, illegal drugs, or any intoxicating substances must not be brought into or consumed on the premises.
If staff believe that any person attending a session is under the influence of alcohol or drugs, the session will not proceed, and the incident may be reported to the referring agency or relevant authority where appropriate.
Smoking and Vaping
Frankie Family Services operates a smoke-free and vape-free environment.
Smoking or vaping is not permitted inside the building or near the entrance. If you wish to smoke or vape, please do so only in designated outdoor areas away from the premises before or after your appointment.
Visitors
Only the adults and children named in the referral, court order, or agreed family time arrangements may attend the session.
If you would like another family member or support person to attend, this must be agreed in advance PUCS and, where applicable, the other parent and any relevant professionals (such as CAFCASS or Children’s Services). Requests should be made at least 48 hours before the scheduled session.
Arrival and Punctuality
Please arrive promptly for your appointment.
If you are delayed, contact PUCS as soon as possible. If you arrive more than 20 minutes late, your session may need to be shortened or cancelled, depending on staffing and scheduling.
Cancellation of Sessions
If you need to cancel or rearrange a session, please give at least 48 hours’ notice wherever possible.
Where sessions are privately funded, cancellations made with less than 48 hours’ notice may be charged in full unless exceptional circumstances apply.
Communication During Family Time
Where supervised family time requires written observations or reports, conversations should normally take place in English, unless an interpreter has been arranged in advance.
If you require an interpreter, please inform the centre before your first session so appropriate arrangements can be considered.
Photography and Recording
Photography, video recording, or audio recording is not permitted unless it has been authorised in advance by PUCS and forms part of the agreed family time arrangements or court order.
Safeguarding
The safety and wellbeing of children is our highest priority.
If staff observe or become aware of any safeguarding concerns, PUCS has a duty to follow safeguarding procedures, which may include sharing information with the appropriate authorities.
Working Together
Our aim is to provide a calm, safe, and child-focused environment where children can spend quality time with their family members.
By using our services, you agree to follow these guidelines and to work respectfully with staff to ensure family time is a positive experience for everyone involved.