ACE Advice Services

How ACE can help

You can access written advice and information on this website.

You can also download a range of advice booklets.

If you are a parent or carer and would like to receive a free copy of any of our advice booklets, please call 0808 800 5793.

Telephone Advice Lines

We are a registered, independent charity and hold the Telephone Helplines Association Parenting Quality Standard.

Costs

Calls to the ACE advice line and the exclusion advice line are free from UK landlines and all major mobile networks - 3, Orange, Virgin, Vodaphone, T-Mobile or O2.

• ACE advice line: 0808 800 5793 (to speak to an adviser)
• Exclusion advice line: 0808 800 0327 (to speak to an adviser)
• Exclusion information line: 020 7704 9822 (to order a free advice pack)

Frequently asked questions

Please read some of our most frequently asked questions.

Service Standards

Our advice lines are in very heavy demand particularly between 10am and 12.30pm and 4pm to 5pm. You are more likely to get through if you try during quieter periods, so please try to ring between 12.30pm and 4pm. You can expect:

• To be treated courteously by the adviser you speak to.
• To be given enough time to explain your problem.
• To be given an overview of education law relating to your problem and to be given practical/tactical advice about how to move forward.
• The advice lines offer a confidential service, this means that we will not disclose any personal information without a caller's consent.
• The only exception is when we have reasonable cause to believe that a child is suffering or is likley to suffer significant harm, and in these circumstances advisers will work within the advice lines Confidentiality Policy and encourage the caller to take action to protect the child concerned.
• We are unable to guarantee that you will be able to speak to the same adviser each time you call, however all our staff are professionals who will be happy to help you.

We care about what you think

We have a Complaints Procedure for the advice lines, in addition we care about what you think and welcome ideas and suggestions for improving the service. Callers may make suggestions to the advisers during a call or via email enquiries@ace-ed.org.uk

You can also help us to assess our advice services by completing a short confidential feedback questionnaire.

Islington Education Advice Network

If you live in our home London Borough of Islington and have concerns about your child's education the Islington Education Advice Network may be able to help.

Accessibility

ACE is committed to providing accessible materials for parents with disabilities or special needs. We will consider individual requests for specially adapted materials, and will attempt to make reasonable adjustments. An example might be recording one of the My Child in School booklets on tape for parents with visual impairments or literacy difficulties.