Frequently Asked Questions

We support children and young people aged 5–18 (Including their 19th birthday). We support up to 25 for those with SEND or who are Care Leavers.

Children and young people, parents or carers, schools, and professionals can all make a referral. 

Referrals can be submitted online through our single referral form, or via our referral and advice point.

You will receive an acknowledgement. The referral is risk-screened and reviewed by our triage team, where we decide which of our services could be right for you.

How quickly we contact you depends on the level of need identified in your referral.

• Urgent support: If there are immediate safety concerns, such as active suicidal thoughts or crisis risk, we aim to contact you within 4 working hours (usually the same day).

• Priority support: Some referrals are prioritised due to additional needs (for example youth justice involvement, care leaver status). We aim to contact you within 5 working days.

• Routine support: Most referrals are contacted within 10 working days.

Our processing hours are 9:00am to 5:00pm, Monday to Friday. Referrals received outside these hours will be processed from the next working day.

If your situation becomes urgent while waiting, please seek immediate help or contact emergency services.

Support includes advice, digital tools, group programmes, and short-term therapeutic interventions.

Yes. The Medway Therapeutic Alliance is a commissioned service and is free to access.

Yes. Young people can be re-referred at any time if circumstances change.