Question 1

What is an FAQ section?

Accepted Answer

An FAQ section can be used to quickly answer common questions about your business like "Where do you do?", "What are your opening hours?", or "How can I book a service?".

Question 2

What is a supervised contact visit?

Accepted Answer

A supervised contact visit allows a child to spend time with a parent or another significant family member while a professional supervisor remains present.The supervisor observes the visit, maintains appropriate professional boundaries and focuses on the child’s wellbeing throughout the service.

Question 3

What is a supervised changeover?

Accepted Answer

A supervised changeover provides neutral support when a child moves from the care of one parent to another.Arrival and departure arrangements are planned to help reduce direct contact and potential conflict between parents while supporting a calm transition for the child.

Question 4

Do I need a court order to use Wrenwood?

Accepted Answer

No. Services may be arranged under a court order, parenting plan, written agreement or other mutually accepted arrangement.Wrenwood will need to review the relevant documents before confirming whether the requested service is suitable

Question 5

Does Wrenwood represent either parent?

Accepted Answer

No. Wrenwood is an independent and neutral service. We do not advocate for either parent, determine parenting arrangements or provide legal advice.Our focus remains on delivering the agreed service professionally and supporting the child’s wellbeing.

Question 6

How do I get started?

Accepted Answer

Begin by completing Wrenwood’s online enquiry form. A parent may enquire directly, or a lawyer, caseworker or authorised professional may make a referral.We will review the initial information and explain the intake requirements and next steps.Submitting an enquiry does not guarantee that a referral will be accepted.

Question 7

Do both parents need to complete an intake?

Accepted Answer

Each parent will generally need to complete a separate intake before services can begin.The intake allows Wrenwood to understand the proposed arrangements, the child’s individual needs and any relevant safety considerations. Services may be unable to commence if the required information or participation is not provided.

Question 8

What documents will I need to provide?

Accepted Answer

Depending on the circumstances, Wrenwood may request:• Current court orders• Parenting plans or written agreements• Intervention orders or safety plans• Relevant professional referrals• Identification• Other information relevant to the proposed serviceWrenwood may request additional documents after reviewing the initial enquiry.

Question 9

How soon can services begin?

Accepted Answer

Commencement depends on both parents completing the required intake process, all relevant information being received, the referral being assessed as suitable and a supervisor being available.Wrenwood will provide further information about availability after completing the intake and assessment process.

Question 10

Where do supervised visits take place?

Accepted Answer

Visits may take place in an agreed, child-friendly community setting, depending on the child’s needs, location, proposed activities and relevant safety considerations.Visits at a private residence may require an additional assessment and are not suitable in every matter. The location must be approved by Wrenwood before the booking is confirmed.

Question 11

How long does a supervised visit last?

Accepted Answer

Most supervised contact visits have a minimum booking of two hours.The duration and frequency will depend on the relevant court order or agreement, the child’s needs, service suitability and Wrenwood’s availability.

Question 12

Does the supervisor remain present throughout the visit?

Accepted Answer

Yes. The assigned supervisor remains present for the duration of a supervised contact visit.The supervisor may intervene, redirect an interaction or end the service where necessary to protect the child, another person or the supervisor, or where the confirmed arrangements are not followed.

Question 13

What happens if a child does not want to participate?

Accepted Answer

Wrenwood will respond calmly and sensitively, considering the child’s age, circumstances and observable needs.A child will not be physically forced to participate. Relevant observations will be recorded, and the parties or authorised professionals may be informed in accordance with the service arrangements.

Question 14

Can gifts, photographs or outings be included in a visit?

Accepted Answer

Gifts, photographs, activities and outings must comply with the confirmed service arrangements and may require prior approval.Any entry fees, activity costs, parking charges or reasonable expenses for the child and supervisor are generally payable by the parent participating in the visit.

Question 15

Are observational reports available?

Accepted Answer

Yes. Wrenwood prepares factual observational reports these are included in your supervision visit.Reports record relevant events, interactions and observable behaviour.

Question 16

Can an observational report be used in court?

Accepted Answer

An observational report may be provided to the parties, lawyers or another authorised recipient in accordance with the service agreement and applicable legal requirements.Anyone intending to use a report in legal proceedings should obtain independent legal advice. Wrenwood cannot guarantee how a report will be received or relied upon by a court.

Question 17

Is information kept confidential?

Accepted Answer

Information is handled respectfully and in accordance with Wrenwood’s privacy, safety and legal obligations.Confidentiality may be limited where disclosure is required by law, under a court order or subpoena, or where there are concerns about a child’s safety or another serious risk.

Question 18

What happens if there is a safety concern?

Accepted Answer

Safety concerns should be disclosed during the enquiry and intake process and whenever new information becomes available.Wrenwood may change, pause, decline or end a service where it cannot be provided safely or where a participant does not follow the agreed conditions.

Question 19

Who is responsible for paying the fees?

Accepted Answer

Payment responsibility may be set out in a court order, written agreement or confirmed arrangement between the parties.Wrenwood does not decide which parent should pay. Responsibility for all fees must be confirmed before a booking is accepted.

Question 20

When must payment be made?

Accepted Answer

Payment must be received at least 48 hours before the scheduled service.A booking is not confirmed until the required payment has been received.

Question 21

What happens if I cancel?

Accepted Answer

• At least 48 hours before the scheduled start time: No cancellation fee. The payment may be refunded or transferred to another approved booking.• Between 24 and 48 hours before the scheduled start time: 50% of the booked service fee will be charged. The remaining amount may be refunded or transferred to another approved booking.• Less than 24 hours before the scheduled start time, or failure to attend: The full service fee will be charged. No refund or credit will be provided.

Question 22

Are travel and activity costs included?

Accepted Answer

Travel charges may apply depending on the service location and will be explained before the booking is confirmed.Venue admission, activities, parking and the supervisor’s reasonable entry expenses are not included in the supervision fee unless stated otherwise.

Question 23

Still Have a Question?

Accepted Answer

Contact Wrenwood Family Services to discuss your circumstances, the service required and the next steps:admin@wrenwoodfamilyservices.com

Frequently Asked Questions