Statement of Service

York Family Information Service

York Family Information Service and the Information Service for Young People, forms the Information Service. We operate on an “ask anything” principal. Anyone can approach our service with any query to do with family life or being a young person from pre birth up to 25 years old. We maintain and update a service directory which covers our statutory duties as outlined in section 12 of the Childcare Act 2006 (https://www.legislation.gov.uk/ukpga/2006/21/section/12) which states families and young people should have access to information on childcare and services which may be of benefit to them. The range of potential information includes:

• All Ofsted registered childcare provision
• A FREE childcare brokerage service for anyone struggling to find childcare in York
• Local Offer for special educational needs and disabilities
• Any service that could support a parent or carer in their role

York Family Information Service principally gives information and advice or supported signposting to more in-depth and appropriate services. The core service offered by York Family Information Service is free.

York Family Information Service can be contacted on 01904 554444 and the Young People's Service on 01904 555400 between 10:00 and 16:00 Monday to Friday. Outside of these core hours, the service can be contacted using the following channels:

• Email – the service can be emailed directly to fis@york.gov.uk
• Text only number: 07786 202241
• Over the Internet – this is through our own local website www.yor-ok.org.uk or via our social network channels.
• Face to Face - if you would like to speak to someone face to face, please get in touch and we will arrange a mutually convenient time and place.

The information will be available in a range of formats including written information online, sent through the post (2^nd class) or in an email, via social networks, over the phone or face to face. If a customer requires information in a particular way then this will be accommodated as much as possible given the resources available.

York Family Information Service endeavors to ensure information given is accurate and up to date through regular training and working closely with partner teams and agencies. York Family Information Service have the following updating targets; Childcare records updated at least once every three months, Family Services records updated at least once every six months.

We aim to respond to telephone and email enquiries as quickly as possible, either on the same working day or next working day and aim to resolve your query within two working days. Sometimes an enquiry may take longer than these time frames because of the nature of the enquiry. If we aren’t able to respond to an enquiry within these time frames we will let you know when we will be able to answer your question.

Any requests for the creation or amending of details from childcare or service directory providers will be completed and notified back to the person making the request within two working days.

Information and advice provided by York Family Information Service will be impartial. No particular type of childcare provision or service will be promoted and information is offered on the basis of fairness to all providers. Advice to customers will include relevant leaflets with questions suggested to enable them to make an informed choice.

York Family Information Service respects people’s right to confidentiality. When collecting information from enquirers or providers it will be made clear how the information will be stored and used. All policies on confidentiality will comply with the Data Protection Act. Our Privacy Notice is available on the Yor-OK website,

All users of the service who receive information by post or email are asked to complete a feedback form approximately two weeks after the service is delivered. The form is supplied with a freepost envelope if receiving by post or you will receive the form via email. The feedback given is used to improve the service offered by York Family Information Service and to inform the development of childcare and services to better match the needs of parents and carers.

You can leave feedback at any time, and you don't have to wait until you receive a feedback form. If you wish to provide feedback please complete the feedback form.

York Family Information Service operates to the quality standards set out by the NAFIS Families First Award.

York Family Information Service will always welcome feedback. The York Family Information Service Senior Information Officer can be contacted using any of the contact channels listed above. The council has a set complaints procedure. The details of which can be found on the City of York Council website 'Make a Complaint or Suggestion'  or by calling 01904 551550.

If a person wishes to complain about a childcare provider this should be done through Ofsted (T: 0300 123 1231 W: www.ofsted.gov.uk E: enquiries@ofsted.gov.uk)