How to contact us
Temporary Advice line: 07500 066 513
Advice line hours: 10am-3pm (Monday –Thursday) and 10am – 1pm (Friday)
There is a five working day response time to all calls and enquiries.
When you call:
Due to the coronavirus we are not operating a full service. Unfortunately we have cancelled upcoming drop-in sessions and we cannot attend school meetings. We apologise for the inconvenience however it is necessary that we take these steps. We will continue to give information, advice and guidance over the phone and via email. If you would like to talk to a member of the team please contact us via email at firstname.lastname@example.org or by mobile on 07500 066 513.
We will introduce ourselves and ask you what information or assistance you would like. For general queries, we will outline your options, give you the information you require and / or signpost you to other services for further information. For more complex queries we will arrange, as appropriate, either a telephone call, face to face meeting or other form of support from one of our caseworkers.
We will note down the information you share with us and request your permission to add the details of your child / young person to the database. This information will only be accessed by members of the SENDIAGS team and will help us to deal with your case. This means each time you contact the service your details can be checked and we can see who is working with you and how your case is progressing. Having this information also helps us to know who is using the service and the impact our work is having.
If we don’t quite answer your question the first time or if you have new questions, please call us back. We will do our best to help you.
We hope you will be very happy with our support. However, if you have a complaint, please contact Joanna Zarkadoulas, Head of Service, in the first instance by emailing Joanna.Zarkadoulas@hackney.gov.uk. If the manager is unable to resolve your issue, you may also use the Hackney Learning Trust complaints procedure to escalate your complaint. Details may be found here: https://www.hackney.gov.uk/complaints.