Appendix C — Communication Templates
Controlled example wording and communication templates for the client pathway.
External review draft | v0.11 | 2026-07-13
For selected external review only. Not approved for delivery, publication or wider circulation.
C.0 Overview and safe use
This appendix provides example wording and templates for communications used across Layer 3. The main Layer procedures identify when communication is needed; this appendix provides wording that can be adapted safely without changing the purpose, pathway decision, offer, boundary or timescale being communicated.
| Item | Safe use guidance |
|---|---|
| Purpose | Appendix C provides example wording and templates for client, referrer, admin, supervisor and worker-client communications used across Layer 3. The main Layer procedures identify when communication is needed; Appendix C provides wording that can be adapted safely without changing the purpose of the communication. |
| Use of templates | Workers may adapt wording to fit safeguarding, accessibility, language, digital safety or client context. Adapted wording should keep the same purpose and should not change the pathway decision, offer, boundary or timescale being communicated. |
| Roles and placeholders | Templates use functional placeholders such as {{Worker}}, {{Support worker function}}, {{Referral administration function}}, {{Supervisor function}} and {{Safeguarding lead function}}. They should not depend on a named member of staff. |
| Functions and roles | Templates should refer to functions and roles, not fixed job titles. Local Delivery Sites may map the function to their staffing structure. |
| Safeguarding and confidentiality wording | Wording must be gentle, clear and accurate. It should explain that information is usually confidential, but Restitute may need to get advice or share information if there are concerns that the client, a child, an adult at risk or someone else may not be safe. |
| SMS / WhatsApp wording | SMS and WhatsApp scripts are deliberately short. They should not carry sensitive detail unless the client has agreed that route and it is safe to use. |
| Lamplight record | Any communication that affects referral progress, eligibility, contact attempts, onboarding, waiting-list status, allocation, support status, assessment scheduling, supervision action, risk, safeguarding or closure must be recorded in Lamplight. |
C.1 Script inventory
| Layer | Script ID | Script |
|---|---|---|
| 3A | C3A.0 | Onboarding opening: confidentiality, safeguarding and consent to continue |
| 3A | C3A.1 | Self-referral welcome email |
| 3A | C3A.2 | Professional referral welcome email |
| 3A | C3A.3 | Professional referrer acknowledgement after assessment forms sent |
| 3A | C3A.4 | Missing client email address request |
| 3A | C3A.5 | Incorrect phone number follow-up |
| 3A | C3A.6 | Onboarding call invitation |
| 3A | C3A.7 | Short SMS/WhatsApp prompt to check email |
| 3A | C3A.8 | No response to assessment forms chaser |
| 3A | C3A.9 | Professional referrer update after no response |
| 3A | C3A.10 | Successful onboarding professional referrer update |
| 3A | C3A.11 | Onboarding non-attendance / alternative appointment message |
| 3A | C3A.12 | Final no-response message |
| 3A | C3A.13 | Warm handover client message |
| 3A | C3A.14 | Warm handover professional update |
| 3A | C3A.15 | Professional referral returned / incorrect service |
| 3A | C3A.16 | 8-week waiting-list check-in |
| 3A | C3A.17 | 8-week waiting-list chaser |
| 3A | C3A.18 | Waiting-list non-engagement closure email |
| 3A | C3A.19 | Client declines support – professional referrer update |
| 3A | C3A.20 | Client declines support – client confirmation |
| 3A | C3A.21 | Professional referrer allocation update |
| 3B | C3B.1 | Support worker first-contact email |
| 3B | C3B.2 | Support worker first-contact SMS / WhatsApp |
| 3B | C3B.3 | First appointment confirmation |
| 3B | C3B.4 | First appointment reminder |
| 3B | C3B.5 | No response after allocation |
| 3B | C3B.6 | Alternative appointment after missed first appointment |
| 3B | C3B.7 | Final no-response after allocation |
| 3B | C3B.8 | Admin notification that support has started |
| 3B | C3B.9 | Supervisor notification after first appointment |
| 3C | C3C.1 | Foundation appointment confirmation or reminder |
| 3C | C3C.2 | Missed appointment follow-up during active support |
| 3C | C3C.3 | Revised engagement plan message |
| 3C | C3C.4 | Six-week assessment reminder |
| 3C | C3C.5 | Six-week review follow-up |
| 3C | C3C.6 | Move to fortnightly support |
| 3C | C3C.7 | Continue weekly support for a defined period |
| 3C | C3C.8 | Foundation period extension |
| 3C | C3C.9 | Non-engagement closure during active support |
| 3C/D | C3C/3D.10 | Practical support / thoughtful help communication |
| 3C/D | C3C/3D.11 | Independent therapeutic referral route discussion |
| 3D/E | C3D/E.2 | Peer group support discussion |
| 3E | C3E.2 | Planned closure confirmation |
| 3F | C3F.1 | Long-term follow-up assessment invitation |
| 3F | C3F.2 | Additional research participation invitation |
| 3F | C3F.3 | In-person activity, training or event invitation |
| CXL | CXL.1 | Client request to access Lamplight records |
C.2 Layer 3A scripts – Entry to Service
C3A.0 – Onboarding opening: confidentiality, safeguarding and consent to continue
| Field | Detail |
|---|---|
| Use when | At the start of the onboarding call, before substantive information is gathered. |
| Practice note | Use gentle wording. Do not gather sensitive information until confidentiality, safeguarding and consent to continue have been explained. |
| Lamplight record | Record that confidentiality, safeguarding and consent to continue were explained, and record whether the client agreed to continue. |
Template wording
Before we go any further, I just want to explain confidentiality and safeguarding. What you tell us is confidential, and we would not usually share information without your consent. The only exception is if we are worried that you, a child, an adult at risk or someone else may not be safe.
If that happens, we may need to get advice or share information so that people can be kept safe. We would try to talk to you about that wherever we can.
Are you happy to carry on with the call on that basis?
C3A.1 – Self-referral welcome email
| Field | Detail |
|---|---|
| Use when | When a person self-refers and the baseline assessment forms need to be sent. |
| Practice note | Keep the assisted-completion wording. Digital or form-completion barriers must not be treated as disengagement without checking. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{First name}},
Thank you for contacting Restitute.
The next step is to complete the assessment forms below. We use these to understand what is happening for you and to help us match you with the right support. They are not used to decide whether you deserve support.
{{assessment_link}}
Please complete them as soon as you can. There is currently a waiting list, so a delay in returning the forms may mean a longer wait before support can start.
If the forms feel difficult to complete on your own, please let us know. Someone from the team can arrange a short call to help you work through them.
Once we receive the completed forms, we will contact you to arrange an onboarding call.
If you have any questions, please contact us at {{service_email}}.
Warm regards, The Restitute Team
C3A.2 – Professional referral welcome email
| Field | Detail |
|---|---|
| Use when | When a professional referral has been accepted for initial contact and the baseline assessment forms need to be sent. |
| Practice note | Keep distinct from self-referral wording because the client may not have initiated contact themselves. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{First name}},
We have received a referral for Restitute support on your behalf.
The next step is to complete the assessment forms below. We use these to understand what is happening for you and to help us match you with the right support. They are not used to decide whether you deserve support.
{{assessment_link}}
Please complete them as soon as you can. There is currently a waiting list, so a delay in returning the forms may mean a longer wait before support can start.
If the forms feel difficult to complete on your own, please let us know. Someone from the team can arrange a short call to help you work through them.
Once we receive the completed forms, we will contact you to arrange an onboarding call.
If you have any questions, please contact us at {{service_email}}.
Warm regards, The Restitute Team
C3A.3 – Professional referrer acknowledgement after assessment forms sent
| Field | Detail |
|---|---|
| Use when | When a professional referral has been received and the baseline assessment forms have been sent to the client. |
| Practice note | Use when the referral came from a professional referrer or agreed external system and the update is one of the key decision points agreed in Layer 3A. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{Referrer}},
Thank you for referring {{Client}} to Restitute.
We have sent {{Client}} the introductory assessment forms today. Once we receive them, we will contact them to arrange an onboarding call.
We will update you again when one of the agreed referrer update points is reached.
Kind regards, The Restitute Team
C3A.4 – Missing client email address request
| Field | Detail |
|---|---|
| Use when | When a professional referral does not include a client email address. |
| Practice note | Use a functional team sign-off. Do not name a member of staff as the only route. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{Referrer}},
We have received your referral for {{Client}}.
To progress the referral, we need a safe way to send the introductory information and assessment forms. An email is often less daunting than a first phone call.
Are you able to provide a safe email address for {{Client}}?
If {{Client}} does not have an email address, or email would not be safe or accessible for them, please let us know and we will consider another contact route.
Kind regards, The Restitute Team
C3A.5 – Incorrect phone number follow-up
| Field | Detail |
|---|---|
| Use when | When a phone number provided by a professional referrer does not appear to work. |
| Practice note | Use only where it is appropriate to contact the referrer for corrected information. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{Referrer}},
I am contacting you about your referral for {{Client}}.
We have tried to contact {{Client}}, but the phone number provided does not appear to work. We have also emailed but have not had a response.
Are you able to provide an updated phone number? The number we currently hold is: {{number}}.
Kind regards, The Restitute Team
C3A.6 – Onboarding call invitation
| Field | Detail |
|---|---|
| Use when | When the baseline assessment forms have been returned and the onboarding call needs to be arranged. |
| Practice note | This is an onboarding call, not a full support session. The call must open with C3A.0. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{Name}},
Thank you for completing the assessment forms.
I would like to arrange an onboarding call with you on {{day_date_time}}. The call gives us time to explain the support Restitute offers, check whether we are the right service for you, and talk through what happens next.
Please let me know whether you can make that time. If it does not work for you, we can arrange another appointment.
Warm regards, {{Worker}}
C3A.7 – Short SMS/WhatsApp prompt to check email
| Field | Detail |
|---|---|
| Use when | When an email has been sent, the client has provided or agreed the mobile contact route, and there is no known digital safety reason not to use SMS/WhatsApp. |
| Practice note | Keep this short. Do not include sensitive detail in SMS/WhatsApp unless the client has agreed that route and it is safe. |
| Lamplight record | Record the SMS/WhatsApp prompt and any response in Lamplight. |
Template wording
Hi {{Name}}, it is {{Worker}} from Restitute. I have sent you an email about the next step. Please check your inbox and junk folder when you can. Thank you.
C3A.8 – No response to assessment forms chaser
| Field | Detail |
|---|---|
| Use when | When the initial welcome/baseline assessment email has not received a response and one further contact attempt is due. |
| Practice note | This is the one further contact attempt before a final closure message is sent if there is still no response. |
| Lamplight record | Record this contact attempt, the method used and any response in Lamplight. |
Template wording
Hello {{Name}},
It is {{Worker}} from Restitute.
We recently sent you a welcome email and assessment forms. We need the completed forms before we can arrange the onboarding call.
If you have not seen the email, please check your junk folder. If the form is difficult to complete, let us know and we can arrange a short call to help you.
Please contact us if you have any questions or would still like to continue.
Warm regards, {{Worker}}
C3A.9 – Professional referrer update after no response
| Field | Detail |
|---|---|
| Use when | When the client has not responded after the agreed contact attempts and the referrer should be updated. |
| Practice note | Use client, person referred or referred person. Do not use old referral terminology. |
| Lamplight record | Record the referrer update and the DNR closure decision in Lamplight. |
Template wording
Hello {{Referrer}},
We wanted to let you know that we have not been able to make contact with {{Client}} after the agreed contact attempts.
We understand that circumstances can change and that people may need time before deciding whether to engage. We will not make further contact attempts at this stage.
If you speak with {{Client}}, please let them know they are welcome to contact Restitute or refer again when they feel ready.
Kind regards, The Restitute Team
C3A.10 – Successful onboarding professional referrer update
| Field | Detail |
|---|---|
| Use when | When a professionally referred client has completed onboarding and has been added to the waiting list. |
| Practice note | Use when the referral came from a professional referrer or agreed external system and the update is one of the key decision points agreed in Layer 3A. |
| Lamplight record | Record the communication, any response, any contact attempt and any pathway decision or action in Lamplight. |
Template wording
Hello {{Referrer}},
I am writing with an update about your referral for {{Client}}.
We spoke with {{Client}} on {{date}}. They have completed onboarding and have been added to the waiting list for support.
{{Client}} has our contact details and knows they can update us while waiting if anything changes.
Kind regards, The Restitute Team
C3A.11 – Onboarding non-attendance / alternative appointment message
| Field | Detail |
|---|---|
| Use when | When the client does not attend the onboarding call and one alternative appointment is being offered. |
| Practice note | This is the one alternative appointment offer. If there is no response or the person does not attend the alternative appointment, use the final no-response/DNR message. |
| Lamplight record | Record the missed appointment, the alternative appointment offer and any response in Lamplight. |
Template wording
Hello {{Name}},
It is {{Worker}} from Restitute.
We missed you for your onboarding call on {{date}}. I know timings do not always work, so I am offering one further appointment.
Please let me know whether {{new_day_date_time}} works for you. If not, please contact me by {{deadline}} so we can agree another suitable time.
Warm regards, {{Worker}}
C3A.12 – Final no-response message
| Field | Detail |
|---|---|
| Use when | When one further contact attempt or one alternative onboarding appointment has already been offered and a final closure warning is required. |
| Practice note | Use before closing as did not respond. Do not keep sending uncontrolled chasers. |
| Lamplight record | Record the final message, deadline and closure decision in Lamplight if there is no response. |
Template wording
Hello {{Name}},
It is {{Worker}} from Restitute.
I am contacting you once more to check whether you would still like support from us.
If we do not hear from you by {{deadline}}, we will close your referral for now. You are welcome to contact us again or refer yourself again in the future if you would like support.
Kind regards, {{Worker}}
C3A.13 – Warm handover client message
| Field | Detail |
|---|---|
| Use when | When Restitute is not the right ongoing service and a warm handover is being offered. |
| Practice note | Warm handover is short, focused support to reach the right service. It is not allocation to ongoing Restitute support. |
| Lamplight record | Record the warm handover offer, consent, information shared and outcome in Lamplight. |
Template wording
Hello {{Name}},
Thank you for speaking with me today.
From what we discussed, I think another service may be a better match for what you need right now. I do not want you to have to work that out on your own.
With your permission, I can help identify the right service, check the best contact route and introduce you so you do not have to start again from scratch.
This would be a short warm handover. You would not be added to the Restitute waiting list or allocated a Restitute support worker, but we would try to help you reach the right support.
If you are happy for me to do that, I will contact {{service / role}} and share only the information you have agreed I can share, unless safeguarding or safety means we have to do something different.
Kind regards, {{Worker}}
C3A.14 – Warm handover professional update
| Field | Detail |
|---|---|
| Use when | When a professionally referred client does not meet Restitute criteria and is being supported through warm handover. |
| Practice note | Use when the referral came from a professional referrer or agreed external system and the update is one of the key decision points agreed in Layer 3A. |
| Lamplight record | Record the referrer update, warm handover action and any consent or information-sharing decision in Lamplight. |
Template wording
Hello {{Referrer}},
We have spoken with {{Client}} and explained that Restitute is not the right ongoing service for their needs at this stage.
We have offered a short warm handover to help them reach a more appropriate service. This is not allocation to an ongoing Restitute support worker.
We will update you when one of the agreed referrer update points is reached.
Kind regards, The Restitute Team
C3A.15 – Professional referral returned / incorrect service
| Field | Detail |
|---|---|
| Use when | When a professional referral is clearly outside Restitute criteria and should be returned or redirected before onboarding. |
| Practice note | Keep the boundary clear. Do not add people to the Restitute waiting list because no other service is available if they do not meet criteria. |
| Lamplight record | Record the referral decision, reason, referrer update and any signposting or safeguarding action in Lamplight. |
Template wording
Hello {{Referrer}},
Thank you for sending the referral for {{Client}}.
From the information provided, Restitute does not appear to be the right service. Restitute supports parents, carers, family members and loved ones who are carrying the impact of supporting someone who has been harmed.
Based on the referral details, {{Client}} appears to need a different type of support.
To avoid delay, we are not progressing this referral into onboarding. We suggest redirecting the referral to:
{{Appropriate service or team}} {{Contact details or instructions}}
If you are unsure whether a future referral fits Restitute's criteria, please contact us before submitting it.
Kind regards, The Restitute Team
C3A.16 – 8-week waiting-list check-in
| Field | Detail |
|---|---|
| Use when | When a client has been on the waiting list for 8 weeks. |
| Practice note | This must say 8 weeks. Do not use older waiting-list timing wording. |
| Lamplight record | Record the 8-week check-in date, method, response and any risk, safeguarding or priority update in Lamplight. |
Template wording
Hello {{Name}},
We are contacting you because you have now been on the Restitute waiting list for 8 weeks.
We know waiting for support can be hard. You have not been forgotten.
Please reply to let us know whether you would still like to remain on the waiting list for Restitute support.
If your circumstances have changed and you no longer need support, please let us know and we will remove you from the waiting list. You are welcome to refer again in the future.
If anything has become more urgent, for example a court date, important deadline, safeguarding concern or major change at home, please tell us by contacting {{service_email}}.
Kind regards, The Restitute Team
C3A.17 – 8-week waiting-list chaser
| Field | Detail |
|---|---|
| Use when | When there has been no reply within 5 working days of the 8-week waiting-list check-in. |
| Practice note | Send one chaser only unless safeguarding, risk or vulnerability requires a different decision. |
| Lamplight record | Record the chaser date, deadline and any response in Lamplight. |
Template wording
Hello {{Name}},
We contacted you recently to check whether you still want to remain on the Restitute waiting list.
Please reply by {{deadline}} to let us know whether you still want support.
If we do not hear from you by then, we will close your referral for now unless there is a safety or safeguarding reason for us to do something different.
Kind regards, The Restitute Team
C3A.18 – Waiting-list non-engagement closure email
| Field | Detail |
|---|---|
| Use when | When there has been no response to the 8-week check-in and no response after the chaser within a further 5 working days, and there is no safeguarding, risk or vulnerability reason to keep the case open or escalate. |
| Practice note | Do not use if safeguarding, risk or vulnerability means the case should remain open or be escalated. |
| Lamplight record | Record the closure email, closure date, reason and any safeguarding/risk rationale in Lamplight. |
Template wording
Hello {{Name}},
We have not heard back from you after our waiting-list check-in and follow-up message.
We have closed your referral for now. This means you are no longer on the Restitute waiting list.
If you would like support in the future, you are welcome to contact us again or make a new referral through {{contact_route}}.
Kind regards, The Restitute Team
C3A.19 – Client declines support – professional referrer update
| Field | Detail |
|---|---|
| Use when | When a professionally referred client declines support during onboarding. |
| Practice note | Use when the referral came from a professional referrer or agreed external system and the update is one of the key decision points agreed in Layer 3A. |
| Lamplight record | Record the declined-support decision and referrer update in Lamplight. |
Template wording
Hello {{Referrer}},
We wanted to let you know that {{Client}} has decided not to receive Restitute support at this time.
We have explained that they can contact us again in the future if they would like support.
Kind regards, The Restitute Team
C3A.20 – Client declines support – client confirmation
| Field | Detail |
|---|---|
| Use when | When a client has directly told Restitute that they do not want support at this time. |
| Practice note | Keep this clear and kind. Do not over-persuade. |
| Lamplight record | Record the client decision, confirmation sent and closure action in Lamplight. |
Template wording
Hello {{Name}},
Thank you for talking with me today.
I am writing to confirm that you have decided not to receive support from Restitute at the moment.
If things change and you would like support in the future, you are welcome to contact us again through {{contact_route}}.
Kind regards, The Restitute Team
C3A.21 – Professional referrer allocation update
| Field | Detail |
|---|---|
| Use when | When a professional referrer or agreed external system should be updated that the client has been allocated. |
| Practice note | Use when the referral came from a professional referrer or agreed external system. This is a 3A allocation update, not a 3B support-worker script. |
| Lamplight record | Record the referrer update and any response in Lamplight. |
Template wording
Hello {{Referrer}}, I am writing with an update about {{Client}}. {{Client}} has now been allocated to a Restitute support worker, and first contact has been made or is being arranged. Kind regards, The Restitute Team
C.3 Layer 3B scripts – Allocation, First Contact and First Appointment
C3B.1 – Support worker first-contact email
| Field | Detail |
|---|---|
| Use when | When a client has been allocated and the support worker is making first contact within 5 working days. |
| Practice note | No fixed staff names. Use support worker role placeholder. Do not turn first contact into a full support session. |
| Lamplight record | Record the first-contact attempt, method, outcome and appointment arrangement in Lamplight. |
Template wording
Hello {{Name}},
My name is {{Worker}}, and I am your allocated support worker from Restitute.
I would like to arrange our first appointment and get support started. Would {{date}} at {{time}} work for you?
If that time is not suitable, please let me know another time that would work better.
The first appointment will give us time to talk about what is happening now, what feels most urgent, and what would help you start getting some structure and support in place.
We usually use video calls unless there is a reason this would not work for you. Please let me know if you have any access, communication or practical needs I should be aware of.
Warm regards, {{Worker}}
C3B.2 – Support worker first-contact SMS / WhatsApp
| Field | Detail |
|---|---|
| Use when | When the client has provided or agreed the mobile contact route and there is no known digital safety reason not to use SMS/WhatsApp. |
| Practice note | Keep short. Do not include sensitive detail in SMS/WhatsApp unless the client has agreed that route and it is safe. |
| Lamplight record | Record the SMS/WhatsApp contact attempt and any response in Lamplight. |
Template wording
Hi {{Name}}, it is {{Worker}}, your Restitute support worker. I have sent you an email about arranging our first appointment. Please reply when you can, or let me know if another contact route is better.
C3B.3 – First appointment confirmation
| Field | Detail |
|---|---|
| Use when | When the first appointment has been arranged. |
| Practice note | Confirm date, time and method clearly. Avoid adding unnecessary sensitive detail. |
| Lamplight record | Record the appointment confirmation and agreed method in Lamplight. |
Template wording
Hello {{Name}},
This confirms our first Restitute appointment:
Date: {{date}} Time: {{time}} Method: {{video / phone / other agreed route}}
We will use the appointment to talk about what is happening now, what feels most urgent and what support from Restitute will look like.
If you cannot make this appointment, please let me know as soon as you can.
Warm regards, {{Worker}}
C3B.4 – First appointment reminder
| Field | Detail |
|---|---|
| Use when | Where a first appointment reminder is used and the contact route is safe. |
| Practice note | Keep short enough for SMS/WhatsApp. |
| Lamplight record | Record the reminder where local practice requires reminders to be recorded, and record any response or change in Lamplight. |
Template wording
Hi {{Name}}, it is {{Worker}} from Restitute. This is a reminder of our appointment on {{date}} at {{time}} by {{method}}. Please let me know if you cannot make it.
C3B.5 – No response after allocation
| Field | Detail |
|---|---|
| Use when | When the client has been told they have been allocated but the support worker cannot reach them after the agreed contact attempt. |
| Practice note | Do not make repeated uncontrolled contact attempts. Consider supervision if risk, safeguarding or vulnerability is present. |
| Lamplight record | Record the contact attempt, deadline, any risk/safeguarding consideration and response in Lamplight. |
Template wording
Hello {{Name}},
We recently let you know that you had been allocated a Restitute support worker. We have tried to contact you but have not been able to reach you.
Please contact us by {{deadline}} if you would still like to start support.
If we do not hear from you by then, we will send a final message before closing the referral for now, unless there is a safety or safeguarding reason for us to do something different.
Kind regards, The Restitute Team
C3B.6 – Alternative appointment after missed first appointment
| Field | Detail |
|---|---|
| Use when | When the client misses the first support appointment and one alternative appointment is being offered. |
| Practice note | Offer one alternative appointment. Do not drift into repeated uncontrolled rebooking. |
| Lamplight record | Record the missed appointment, alternative appointment offer, deadline and any response in Lamplight. |
Template wording
Hello {{Name}},
It is {{Worker}} from Restitute.
We missed each other for our first appointment on {{date}}. I know things can get in the way, so I am offering one further appointment.
Would {{new_day_date_time}} work for you? If not, please contact me by {{deadline}} so we can agree another suitable time.
Warm regards, {{Worker}}
C3B.7 – Final no-response after allocation
| Field | Detail |
|---|---|
| Use when | When the client has not responded after allocation contact and the alternative appointment/follow-up route has been used, with no safeguarding, risk or vulnerability reason to keep the case open. |
| Practice note | Use before closing. Supervisor input should be used where risk, safeguarding or vulnerability affects the decision. |
| Lamplight record | Record the final message, closure decision, supervisor/risk consideration where relevant and closure action in Lamplight. |
Template wording
Hello {{Name}},
We have tried to contact you about starting Restitute support but have not heard back from you.
We have closed your referral for now. If you would like support in the future, you are welcome to contact us again or make a new referral through {{contact_route}}.
Kind regards, The Restitute Team
C3B.8 – Admin notification that support has started
| Field | Detail |
|---|---|
| Use when | When the first appointment has taken place and the referral administration/admin function needs to schedule assessments. |
| Practice note | Internal script. Uses functional role, not a fixed job title. Include full assessment schedule: 6 weeks, 12 weeks, 30 weeks, every further 30 weeks if support remains open, and exit. |
| Lamplight record | Record that support has started, the admin notification and assessment scheduling action in Lamplight or the agreed administrative system. |
Template wording
Subject: Support started – assessment scheduling needed
Hi {{Referral administration function}},
Support has now started for {{Client ID / Client initials}}.
First appointment date: {{date}} Support worker: {{Worker}}
Please schedule the 6-week, 12-week and 30-week assessments in Lamplight. If support remains open after the 30-week assessment, please schedule a further assessment every 30 weeks, and an exit assessment when support ends.
Please also check whether the initial onboarding/baseline assessments are more than 8 weeks old. If they are, wellbeing, carer confidence and health assessments need to be repeated with the worker as soon as possible, usually in the first or second appointment. Finance should not be repeated if already completed.
Thanks, {{Worker}}
C3B.9 – Supervisor notification after first appointment
| Field | Detail |
|---|---|
| Use when | When the Delivery Site is new to the model, the worker is new, the case is complex, risk is present, or supervisor input is required after the first appointment. |
| Practice note | Internal script. Uses supervisor function placeholder, not a fixed job title. |
| Lamplight record | Record any supervision decision or client-pathway action in Lamplight. Personal worker support issues do not need to be recorded in the client record unless they affect safety, continuity or case management. |
Template wording
Subject: First appointment completed – supervisor discussion needed
Hi {{Supervisor function}},
I have completed the first appointment with {{Client ID / Client initials}}.
I would like to discuss:
1. {{risk / safeguarding / complexity / uncertainty / next-step issue}} 2. {{any immediate action needed}} 3. {{whether the weekly foundation support plan looks appropriate}}
I have recorded the first appointment in Lamplight and reviewed the risk assessment.
Thanks, {{Worker}}
C.4 Layer 3C scripts – Six-Week Foundation Pathway
C3C.1 – Foundation appointment confirmation or reminder
| Field | Detail |
|---|---|
| Use when | When confirming or reminding the client about an appointment during the Six-Week Foundation Pathway. |
| Practice note | Keep short enough for SMS/WhatsApp where used. |
| Lamplight record | Record appointment confirmations or changes in Lamplight where they affect the pathway. |
Template wording
Hi {{Name}}, it is {{Worker}} from Restitute. This confirms our appointment on {{date}} at {{time}} by {{method}}. Please let me know if you cannot make it.
C3C.2 – Missed appointment follow-up during active support
| Field | Detail |
|---|---|
| Use when | When a client misses an active-support appointment or does not respond during active support and one follow-up contact attempt is due within 5 working days. |
| Practice note | This is one follow-up contact attempt. Repeated missed appointments or limited engagement require supervision and a permitted decision. |
| Lamplight record | Record the missed appointment, follow-up contact attempt, response and any supervision decision in Lamplight. |
Template wording
Hello {{Name}},
It is {{Worker}} from Restitute.
We missed each other for our appointment on {{date}}. Please let me know whether you are okay and whether you can make {{new_day_date_time}}.
If that time does not work, please contact me by {{deadline}} so we can agree what happens next.
Warm regards, {{Worker}}
C3C.3 – Revised engagement plan message
| Field | Detail |
|---|---|
| Use when | When supervision/client discussion has agreed a revised engagement plan rather than immediate closure or standard continuation. |
| Practice note | Use after supervision where engagement has been limited or appointments have been missed. |
| Lamplight record | Record the revised engagement plan, review date, client agreement and supervision decision in Lamplight. |
Template wording
Hello {{Name}},
Following our recent contact, we have agreed a clearer plan for Restitute support.
For the next {{period}}, we will:
1. {{agreed contact arrangement}} 2. {{what the client needs to do}} 3. {{what the worker will do}} 4. {{review date}}
This is to help us work out whether support is useful and manageable for you at the moment.
Please let me know if anything in this plan is wrong or no longer works for you.
Warm regards, {{Worker}}
C3C.4 – Six-week assessment reminder
| Field | Detail |
|---|---|
| Use when | When the six-week assessment is due or has been sent. |
| Practice note | Keep the tone practical. Do not suggest scores have to improve. |
| Lamplight record | Record the reminder, whether the assessment was completed independently, and whether assisted completion is needed in Lamplight. |
Template wording
Hello {{Name}},
You should receive your six-week assessment soon, or it may already have arrived.
Please complete it when you can. It helps us see what has changed, what is still difficult and what support should focus on next.
If you find it hard to complete on your own, we can do it together at our next appointment.
Warm regards, {{Worker}}
C3C.5 – Six-week review follow-up
| Field | Detail |
|---|---|
| Use when | After the six-week review discussion where a written follow-up is useful. |
| Practice note | Use plain wording and record the agreed outcome. |
| Lamplight record | Record the six-week review decision, reasons, client view, supervisor input where used and next action in Lamplight. |
Template wording
Hello {{Name}},
Thank you for talking through the six-week review with me.
We agreed that:
1. {{review decision}} 2. {{next support arrangement}} 3. {{any agreed client task}} 4. {{any worker action}} 5. {{next review point or appointment}}
Please let me know if I have missed anything important.
Warm regards, {{Worker}}
C3C.6 – Move to fortnightly support
| Field | Detail |
|---|---|
| Use when | When the six-week review decision is to move from weekly foundation support to fortnightly support. |
| Practice note | This follows a review, not an automatic calendar change. |
| Lamplight record | Record the move to fortnightly support, reason and next appointment dates in Lamplight. |
Template wording
Hello {{Name}},
Following our six-week review, we agreed that we will move to fortnightly appointments from {{date}}.
This means our next appointments are:
1. {{date/time}} 2. {{date/time}}
You can still contact me between appointments if something important changes, but our planned support will now be every two weeks.
Warm regards, {{Worker}}
C3C.7 – Continue weekly support for a defined period
| Field | Detail |
|---|---|
| Use when | When the six-week review decision is to continue weekly support for a further defined period. |
| Practice note | Must include a defined period/review point so weekly support does not drift. |
| Lamplight record | Record the reason for continuing weekly support, defined period, review date and supervisor input where used in Lamplight. |
Template wording
Hello {{Name}},
Following our six-week review, we agreed to continue weekly appointments for a further defined period.
We agreed this because {{reason}}.
The plan is:
1. Weekly appointments until {{date / number of weeks}} 2. Focus during this period: {{focus}} 3. Review point: {{date}}
Warm regards, {{Worker}}
C3C.8 – Foundation period extension
| Field | Detail |
|---|---|
| Use when | When the foundation period is extended because missed appointments or limited engagement mean there has not yet been enough active support. |
| Practice note | Must not disguise drift. Use after supervision where needed. |
| Lamplight record | Record the reason for extension, active-support gap, supervision input where used, plan and review date in Lamplight. |
Template wording
Hello {{Name}},
We have agreed to extend the foundation period because there has not yet been enough active support to make a fair six-week review decision.
For the next {{period}}, we will:
1. Keep appointments {{weekly / agreed rhythm}} 2. Focus on {{focus}} 3. Review again on {{date}}
This gives us a clearer period of support before deciding the next step.
Warm regards, {{Worker}}
C3C.9 – Non-engagement closure during active support
| Field | Detail |
|---|---|
| Use when | When repeated missed appointments or limited engagement have been reviewed in supervision and closure as non-engagement is the agreed decision, with no safeguarding, risk or vulnerability reason to keep open. |
| Practice note | Do not use without supervision where risk, safeguarding or vulnerability is present. |
| Lamplight record | Record the missed appointments/contact attempts, supervision decision, closure reason, safeguarding/risk rationale and closure message in Lamplight. |
Template wording
Hello {{Name}},
We have not been able to continue Restitute support because we have not been able to keep regular contact or appointments in place.
We have closed your case for now. This means you are no longer in active Restitute support.
If you would like support in the future, you are welcome to contact us again or make a new referral through {{contact_route}}.
Kind regards, The Restitute Team
C3C/3D.10 – Practical support / thoughtful help communication
| Field | Detail |
|---|---|
| Use when | When a worker is discussing or confirming practical support or thoughtful help during foundation or ongoing support. |
| Practice note | Support is case-by-case, proportionate, justified and recorded. It is not automatic and not an entitlement. |
| Lamplight record | Record the reason, intended outcome, approval route, amount/item, supplier/payment route where relevant and client communication in Lamplight. |
Template wording
Hello {{Name}},
Following our conversation, we have agreed that {{practical support / thoughtful help}} may be useful because {{reason}}.
This support is being offered to help with {{intended outcome}}, and it needs to follow Restitute's practical support approval process.
I will confirm the next step once approval and arrangements are in place.
Warm regards, {{Worker}}
C3C/3D.11 – Independent therapeutic referral route discussion
| Field | Detail |
|---|---|
| Use when | When the independent therapeutic referral route is being discussed during the Six-Week Foundation Pathway or ongoing structured support. |
| Practice note | The independent therapeutic referral route must not be presented as a front-door offer, automatic offer, clinical recommendation or way of ending Restitute support. The worker may explain the referral route, check whether the client wants to explore therapy, and explain that clinical suitability, therapeutic approach and treatment planning sit with the qualified therapeutic provider. Do not promise therapy before consent, referral route, approval, funding, availability and independent therapeutic assessment have been confirmed. |
| Lamplight record | Record the client’s view, worker view, supervision view where used, independent therapeutic referral route, consent, approval, funding and availability checks, assessment outcome where known, support-worker plan and next action. |
Template wording
Hello {{Name}},
Following our conversation, I am writing to confirm what we discussed about therapy as a possible option.
Restitute support is not therapy, but Restitute may be able to support access to an independent therapeutic referral route where you want to explore this.
This does not mean therapy has already been agreed or that Restitute decides what therapy you need. If you choose to explore this route, the qualified therapeutic provider would complete their own assessment and decide with you whether therapy is suitable, what approach may help, and what the plan would be.
My role is to talk this through with you, record what you would like to do, check the agreed independent therapeutic referral route, and explain the next step.
There is no pressure to decide now. Therapy is not a requirement, and it would not automatically replace the Restitute support we are doing. If therapy does start, we would review together whether Restitute support should continue, pause, reduce or focus on practical, family, agency, safeguarding, court or stabilisation issues alongside it.
Please let me know if anything in this message feels wrong, or if you would like to talk it through again.
Warm regards,
{{Worker}}
C.5 Layer 3D and 3E scripts – Ongoing Structured Support, Planned Closure, Parked Cases, Bounce-Back and Re-referral
C3D/E.2 – Peer group support discussion
| Field | Detail |
|---|---|
| Use when | When peer group support is being discussed as part of later support, step-down or planned closure. |
| Practice note | Peer group support must not be presented as required, automatic or a substitute for one-to-one Restitute support. It should only be progressed where the client wants it, it appears suitable, and the agreed referral route is followed. Do not promise availability before the referral route, suitability, funding and availability have been checked. |
| Lamplight record | Record the request or rationale, client view, worker view, suitability decision, referral route, supervision view where required, decision made and next action. |
Template wording
Hello {{Name}},
Following our conversation, I am writing to confirm what we discussed about peer group support as a possible next step.
Restitute support is one-to-one, and peer group support is separate from that. It is not something you have to do, and it would not replace the support we are doing unless we agree together that you are ready to step down or close.
Some people find it helpful to have safe contact with others who understand similar experiences. Other people do not want that, or it is not the right time. We can think about whether it feels useful and safe for you.
If you would like to consider it, I would need to check the right route, whether it is suitable, whether there is availability, and whether you are happy for a referral to be made. We would also think carefully about safety, confidentiality, online safety and whether it might feel overwhelming. There is no pressure to decide now. We can talk it through and work out whether it should be part of your step-down or support plan.
Please let me know if anything in this message feels wrong, or if you would like to talk it through again.
Warm regards, {{Worker}}
C3E.2 – Planned closure confirmation
| Field | Detail |
|---|---|
| Use when | When active support is ending through planned closure and written confirmation would help the client understand the ending, what has changed, and how to return if needed. |
| Practice note | Use for agreed/planned endings, not non-engagement closure. Keep warm, clear and boundaried. Do not imply that the same worker will remain available indefinitely. |
| Lamplight record | Record the closure message, closure date, exit assessment position, risk/safeguarding position, onward routes and any consent for long-term follow-up, research/evaluation contact or post-exit activity contact. |
Template wording
Hello {{Name}},
Now that your time with Restitute has come to an end, I wanted to write to confirm what we have agreed.
We agreed that active support will close on {{date}} because {{brief reason / summary of closure decision}}.
During support, you have worked through {{brief summary of key work / progress / changes}}. There may still be difficult things ahead, but you now have {{brief summary of plans, contacts, routines, information or next steps}} in place.
If you have not yet completed your exit assessment, we will send this separately / complete this with you on {{date}}. It helps us understand what has changed during support and what Restitute can learn from your experience. Completing it is helpful, but it does not affect the fact that your active support is ending or your ability to contact Restitute again in the future.
If something becomes urgent or unsafe, please use the crisis or emergency routes we discussed: {{crisis / emergency / safeguarding routes}}.
If you need Restitute support again in the future, you can contact us through {{contact_route}}. Depending on what is happening, we may offer brief bounce-back contact, talk through whether a new referral is needed, or help you identify the right next route.
Thank you for trusting Restitute to support you.
Warm regards,
{{Worker}}
C.6 Layer 3F scripts – Post-support contact and contribution
These templates support post-support contact and contribution. They should only be used where the relevant Lamplight Contact after exit consent field supports the contact.
C3F.1 – Long-term follow-up assessment invitation
| Field | Detail |
|---|---|
| Use when | When the relevant Lamplight Contact after exit consent field shows that the former client has consented to receive long-term follow-up assessments. |
| Practice note | Long-term follow-up is for outcome learning and evaluation. It must not become support contact or support by stealth. If the response identifies support need, risk, safeguarding or crisis, use the relevant bounce-back, re-referral, safeguarding or crisis route. |
| Lamplight record | Record that the invitation was sent, the date, method, response where received, assessment completion where known, and any support, risk, safeguarding or follow-up action needed. |
Template wording
Hello {{Name}},
I hope you are doing okay.
When your Restitute support ended, you agreed that we could contact you about long-term follow-up assessments. We use these assessments to understand what changes last after support has ended and what Restitute can learn from people’s longer-term experience.
If you are happy to complete the follow-up assessment, please use this link:
{{assessment_link}}
You do not have to complete it. It is separate from the support you received from Restitute, and choosing not to complete it will not affect whether you can contact Restitute again in the future.
If completing the assessment raises anything difficult for you, please take a break and use the support or crisis routes that are right for you. If you need Restitute support again, please contact us through {{contact_route}} so we can look at the right next step.
Thank you for helping Restitute understand longer-term impact.
Warm regards,
The Restitute Team
C3F.2 – Additional research participation invitation
| Field | Detail |
|---|---|
| Use when | When the relevant Lamplight Contact after exit consent field shows that the former client has consented to be contacted about additional research activities such as interviews or participation. |
| Practice note | Participation must be voluntary, clearly explained and separate from support. The person must understand what they are being asked to do, how information will be used, whether the activity is recorded or quoted, and how to ask questions or decline. |
| Lamplight record | Record that the invitation was sent, the date, method, response, consent position, agreed next step, and any withdrawal, support, risk or safeguarding issue that arises. |
Template wording
Hello {{Name}},
I am contacting you because, when your Restitute support ended, you agreed that we could contact you about additional research or evaluation activities.
We are inviting some former clients to take part in {{research activity / interview / evaluation activity}}. The purpose is to help Restitute understand {{brief purpose}} and improve how support is delivered.
Taking part is completely optional. You do not have to say yes, and saying no will not affect whether you can contact Restitute again in the future.
If you are interested, we will send you more information before you decide. This will explain what the activity involves, how long it may take, how your information would be used, whether anything would be recorded or quoted, and what support is available if anything feels difficult.
If you would like to receive more information, please reply to this message by {{deadline / date}}. If you do not want to take part, you do not need to give a reason.
Warm regards,
The Restitute Team
C3F.3 – In-person activity, training or event invitation
| Field | Detail |
|---|---|
| Use when | When the relevant Lamplight Contact after exit consent field shows that the former client has consented to be contacted about in-person activities such as training or events. |
| Practice note | Use only where the activity has a clear purpose, role clarity, support arrangements, expenses or payment position, and sign-off. Involvement must be voluntary and must not become informal support. |
| Lamplight record | Record that the invitation was sent, the date, method, response, consent position, role or activity agreed, support arrangements, payment or expenses position where relevant, and any withdrawal, support, risk or safeguarding issue that arises. |
Template wording
Hello {{Name}},
I am contacting you because, when your Restitute support ended, you agreed that we could contact you about in-person activities such as training or events.
We are currently planning {{activity / event / training}} on {{date / timeframe}} at {{location / online route where relevant}}. We are asking whether you would like to receive more information about taking part.
Taking part is completely optional. You do not have to say yes, and saying no will not affect whether you can contact Restitute again in the future.
Before you decide, we would explain what the activity involves, what we would be asking you to do, who would be there, whether anything would be recorded or shared, what support would be available, and what expenses or payment arrangements apply.
If you would like more information, please reply to this message by {{deadline / date}}. If you do not want to be involved, you do not need to give a reason.
Warm regards,
The Restitute Team
CXL.1 – Client request to access Lamplight records
| Field | Detail |
|---|---|
| Use when | When a client asks to see, receive or copy information held about them in Lamplight, asks for their notes, asks what has been written about them, or asks for copies of information held about them. |
| Practice note | Workers must treat this as a possible information-rights request. Do not download, print, screenshot, copy, redact or send Lamplight records informally. Route the request through the agreed data-protection process. |
| Lamplight record | Record the request, date, wording used by the client where relevant, action taken, who the request was escalated to, and any response given to the client. |
Template wording
Hello {{Name}},
Thank you for asking about the information Restitute holds about you.
I cannot send Lamplight records directly or deal with this informally, because requests to see or receive records need to go through Restitute’s data-protection process. This makes sure the request is handled properly and that any third-party information, safeguarding information or information that may need redaction is reviewed before anything is shared.
I will pass your request to {{data protection route / agreed function}} so it can be handled through the correct process.
Warm regards,
{{Worker}}
Reviewer note
Reviewers are asked to comment on clarity, tone, safety, usability and whether any template could create confusion, pressure, unsafe contact or role drift.