Sending a support request

A support request is a formal message to an advocate expressing that you would like their help with your child's SEND case. It is the first step in starting a working relationship.

What to include in a support request

A clear support request helps an advocate quickly understand your situation and respond helpfully. Include:

About your child

• Age and year group
• Main diagnosis or area of need (if any)
• Whether they have an EHCP, are in the process of getting one, or do not yet have one

Where you are in the process

• The current stage (pre-assessment, waiting for draft, at annual review, considering appeal, etc.)
• What has happened recently that makes you feel you need support

What you are looking for

• Be specific: "I need help reviewing a draft EHCP", "I need someone to come to my annual review", "I am considering a tribunal and want to understand my options"

What you have

• Whether you have existing evidence in your Vault (so the advocate knows what they will have access to if you grant them access)

What happens after you send a request

The advocate receives your message and will typically respond within 3–5 working days (each advocate sets their own response time). They may:

• Accept your request and begin discussing how they can help
• Ask for more information before deciding
• Decline if they are not the right fit or are at capacity

If an advocate declines, their response should include a brief explanation and, where possible, a suggestion of where else to seek support.

Messaging within the platform

All communication with advocates happens within SEN Evidence Vault's messaging system — not by email or phone (unless the advocate specifically invites this later). This keeps a clear record of all communications in one place.