During a recent audit of our IT and communications infrastructure, our IT team identified an issue affecting our telephone and email systems that may have prevented some individuals and organisations outside of London from successfully contacting us.
The issue was traced to a configuration error introduced following our previous IT and digital transformation programme. As a result, certain incoming calls were incorrectly classified as spam by our communications platform and were not being connected to our switchboard as intended. We also identified related routing issues affecting some email communications.
We are pleased to confirm that the issue has now been fully resolved, and our telephone and email systems are operating normally.
We recognise that this may have caused frustration for parents, professionals, referral partners, healthcare providers, and community organisations attempting to contact us, and we sincerely apologise for any inconvenience experienced.
As part of our commitment to continuous improvement, we have:
Corrected the identified configuration errors.
Undertaken additional testing of inbound and outbound communications.
Enhanced monitoring procedures to help detect similar issues more quickly in the future.
Introduced additional review processes as part of our ongoing IT governance and quality assurance framework.
If you previously attempted to contact us and did not receive a response, we encourage you to get in touch again. We welcome referrals, enquiries, partnership discussions, and requests for support.
We appreciate your patience and understanding while this issue was being investigated and resolved.
