Venue details

Address (not for correspondence):
Hope House, Burnhope, Newton Aycliffe, Co Durham, DL5 7ER

Opening hours

Days & Times: 7 days a week 9am to 8pm excluding bank holidays

Centre charges

Details available on request

Services available here

Supported contact

Supervised contact


Supervised contact assessment


Escorted contact

Accepts self referrals

Enhanced Accredited

To make a referral,

Address: Hope House, Burnhope, Newton Aycliffe, Co Durham, DL5 7ER

Telephone: 01325 310009 Option 1




Telephone: 01325 310009 Option 1


This centre is accredited to provide supervised contact

Accreditation is a way of checking that your contact centre is safe and meets our standards.

How is a centre checked?

An assessorSomeone working on our behalf who has experience and an interest in child contact services and must assess if a service meets our standards. looks round the centre’s rooms, toys, equipment, and any outside play areas to make sure that they are safe and good for you to use. They talk with the people at the centre to make sure that they are trained and helped to do their job as well as possible. They then check the informationThe assessor checks through the centre’s accreditation portfolio which includes policies, procedures, risk assessments, reports (if the service offers supervised contact) and information for families. on what happens at the centre and how it keeps you safe. If your family time happens in the community The service might use local community venues to deliver their service or in some cases, residential properties including family members’ homes, where this is safe and appropriate., then the assessor will check that this is going to be safe for you.

When the assessor is happy that a centre meets our standards then they are awarded their accreditation and you can find them on this website. Accreditation happens every three years with extra checks if needed.

Accreditation Summary

Date: 12/09/2022


ROC Family Support Ltd is a branch of the bigger parent company providing contact services for children, young people and families living in NE England. It has offered supervised contact to local authorities and mediation services since 2004 and accepts referrals from courts, solicitors, and self-referrals. In addition, supported contact is also available, including hand-overs and written/phone call contacts. Hope House, Burnhope, Newton Aycliffe is the headquarters for the ROC Group and is also the base for child contact services, a children’s home and ROC Solid. It is close to the town centre, a 10-minute walk to the train station for trains to Middlesbrough, Stockton and Durham. There are also buses to nearby Darlington.  The building has extensive grounds, gardens, a large carpark and is accessible for those with mobility issues.

The Contact Service rooms are contained within the ROC Group extensive buildings and gardens; the whole building is accessible with ramps to entrances and exits and an accessible WC. The garden has a picnic table specifically designed to allow wheelchair users join family members at the table. The buildings are safe (fire safety and emergency lighting etc), clean and well equipped. Outdoor areas are well looked after and maintained and offer a range of outdoor toys and equipment and comfortable seating for families to enjoy time together. Two rooms are used for contact, a parent/baby room in the main building which has a range of suitable toys and activities. The second room is an orangery in the garden, again with a range of gendered and age range of activities. When the weather is good there is a seating area and toys in the garden. There is also a newly fitted kitchen where parents can cook with the children as part of the contact.

Upon receipt of a referral, the Operations Manager will undertake an initial assessment with both parents, writes a risk assessment and allocates to a worker, who will contact parents to arrange a contact plan and dates. A very thorough Welcome Pack is sent to each parent which gives detailed information about the ROC Family Support Service, including centre rules and expectations for both resident and non-resident parents (and what you can expect from staff; information about premises, types of contact, relevant policies, etc). A nice informative leaflet is available for children which is sent to them via email if there has not been an opportunity to visit the centre prior to contacts commencing or can be given in paper form during a pre visit. In addition, there is complaints leaflet specifically for children. As a general rule staff do not undertake home visits, but sometimes transport children.

The ROC Family Support is part of the ROC Group, which provides a range of support for children, young people and families. The company has several accreditations and outstanding CQC reports that demonstrate it is a well-run company which invests well in staff and their personal and professional development.  Staff policies are of a high standard and reviewed annually. There are a range of gendered and age ranged toys, equipment, and activities available and evidence of seeking the views of young people in the development of the contact services. Despite the size of the organisation, the assessor got the impression of a ‘family’ who enjoy working together. Any recommended actions following the visit are now complete meaning the service meets the standards for enhanced (supervised) accreditation.

Photos from this centre

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