In addition to the pre-booked appointments on our Advice Line and Tribunal Helpline, we are now offering a free* call-in helpline every Friday providing legally-based advice and support. 

If you’re thinking of getting in touch with this service, please take some time to read the information on this page to learn more about how we can support you. 

Who is our call-in helpline for? 

Our call-in helpline is for parents, carers and family members of children with special educational needs and/or disabilities (SEND), and for young people with SEND who would like our support.  

Our advice relates to the law as it applies in England.  

This helpline is not suitable for professionals requiring advice (please see our page detailing our services for professionals).  

How can our call-in helpline support you? 

Our volunteer advisers can give you legally-based information and next step advice on any educational issue that is a result of a child or young person’s SEND. 

Some examples of issues we advise families about include: 

• SEN support at school 
• Education, Health and Care (EHC) needs assessments 
• EHC plans 
• Annual reviews 
• Exclusions 
• Appeals to the SEND Tribunal 

Preparing for your call 

Our call-in helpline is a new service and is being piloted for a period of six months until March 2022. Some of the volunteers on this service are newly trained and will be supported by a member of IPSEA’s legal team.  

Demand for our call-in helpline is likely to be very high, so you may have to wait to speak to one of our volunteer advisers. If your call has not been answered after 5 minutes, the call will be ended, and we ask you to please try calling again later in the day.  

To prepare for your call, we recommend: 

• Making a note of the key issues you wish to discuss ready for your call 
• Finding a quiet place where you can talk, if possible 
• Having a pen and paper to hand to make notes 
• Having a device available during your call where you can access our website – our volunteer adviser may talk you through where to find our online legal guides and resources for additional information 
• Setting aside up to 45 minutes for your call 

During your helpline call, our volunteer adviser will ask you for personal information about you and the child/young person your call is regarding. Full details about how we use this information can be found in our privacy policy.  

If you’ve previously had an appointment on our Advice Line or Tribunal Helpline, please note that the volunteer adviser on your call will not have access to this information. 

Contacting the helpline 

0300 222 5899

Open Fridays, 10am – 3pm 

*Charged at a local rate. Mobile numbers may vary.   

Privacy policy and data protection 

Please be aware that helpline calls are recorded for monitoring and training purposes, and any details or notes that are recorded will never be passed on to a third party and are kept completely confidential. 

At the start of your helpline call, our volunteer adviser will ask you for personal information about you and the child/young person your call is regarding. If you do not wish to answer any or all of the questions asked by our adviser, you do not have to do so, but without this information we may not be able to advise you.   

The information captured also helps us to identify gaps in our service provision, make improvements, and ensure that services are delivered in a fair way to all users. The information you provide will be kept confidential, and we will not share your name or personal information with anyone else. 

By using IPSEA’s call-in service, you are agreeing to the terms of our privacy policy.  

IPSEA volunteers frequently receive offers of gifts in thanks for their advice. Whilst this is much appreciated, our volunteers are unable to accept.  If you would like to offer a gesture of appreciation, a donation to IPSEA would be gratefully received. 

Please note, our call-in helpline is a new service and is being piloted for a period of six months until March 2022.  

The advice and support we offer is free and confidential, and ensures that families understand their children’s legal rights and entitlements – but we cannot deliver these important services without fundraising efforts and donations from members of the public. 

If you would like to support our work, you can make a donation here.