Get our help FAQ's FAQ's Overnight stays How much allocation do I get?All families are allocated 12 nights (or 288 hours) each year (between 1st April to 31st March). This excludes any additional funding your children may have. Can I request more?Allocation can be used in any combination of overnight stays, day visits or outreach. Day visits and hospice at home (outreach) will be deducted in hours. How do I make a booking?All requests must be made by email to [email protected] .Please include information regarding the requested dates, reason for the stay i.e routine stay and if a family flat is required. Can I book in advance?Bookings will be accepted up to nine months prior to the requested date. Can I book at short notice?Please contact 020 7540 0254 or email [email protected]. If you wish to go on the short notice list you must ensure that Richard House has the most up- to- date clinical and medication information available for your child. How will I know if my request is confirmed?Requests (except for Christmas and New Year) will be confirmed or declined within 10 working days. Confirmation of your request will depend on the number of beds and staff available. Do I need to stay with my child?Parents are expected to remain at Richard House for the very first day or night to allow them and staff to get to know each other. This applies to new families who may join the service. Can I use my allocation at weekends and in school holidays?You can request a maximum of 8 nights (16 day cares) during school holidays per annum but we will not be able to guarantee availability. You can request 4 guaranteed weekends a year. Further weekends can be requested or added via our reserve list system. The remainder of allocation must be taken between Monday and Thursday during term-time. How do I cancel a booking?If you are cancelling your stay within 48 hours or wish to notify us over a weekend then please contact the care team on 020 7540 0243. If you are cancelling before this, then contact 020 7540 0254 or email [email protected] What if Richard House cancels my booking?If for any reason we need to cancel your stay we will attempt to rebook for a later date within the financial year but we cannot guarantee that this will be possible Can I use the facilities- sensory room / bathroom for my child?Booking to use the sensory room does not affect your child’s allocation, however a parent or carer must remain with the child at all times and support all care needs for the child. Booking to use an adapted bathroom is also possible, where a staff member will be needed to support you, this will be deducted from your child’s allocation allowance. Can I go overseas whilst my child is staying?We sometimes grant residential stays when parents/carers wish to travel overseas. For these stays, your nominated guardian while you are away MUST attend the care plan meeting should any overseas trip be agreed by us. Your nominated person must be skilled to care for your child in case we need to discharge into their care. Should your nominated guardian not attend, sadly we cannot grant the stay. Will my child get transport to school in term time?We encourage all children to attend school during term-time stays. Please ensure you speak to your school transport division about making necessary adjustments to the pick-up/drop -off venue whenever you book a stay with us. What if English is not my first language?We will book a health and interpreting advocate to support your child’s care plan meeting in order to help support your child’s safe admission for any stay. Can my family use a family flat?Yes, when making a booking, please state if a family flat is required. If you do not state the above, we will assume a routine stay without a family flat is required. This can affect your child’s stay if we are not made aware in advance of any other type of stay needs. What do I need to bring for my child’s stay?Parent/s must attend any prearranged re-admission/medication meetings, by appointment. We will always endeavor to arrange bookings with enough notice. This meeting facilitates your child’s safe stay with Richard House so failure to attend without notification to us may mean we have to sadly cancel your child’s stay. If you change address, change your mobile number, change GP etc, you must advise us asap so we can update your personal information. To do this, please email [email protected].