Questions & Answers

Are my details on the system safe? 

We had a lot of help from Information Assurance officers in Essex County Council and NHS to ensure the system is as secure as we can make it. We only ever collect information from you to make a good referral, we only hold your data for a maximum of 90 days, and we use the same level of encryption as online banking services. If you want a copy of any information held on the system under your name, please make a 'Subject Access Request' to: info@frontlinereferrals.org.uk.

Who runs Frontline?

Frontline was designed by Uttlesford Citizens Advice, but it is really a large community project where organisations and services sign up to improve people’s knowledge and access to local services. Frontline in Essex is funded by Essex County Council, Herts and West Essex ICB and Mid and South Essex ICB. Staff employed and volunteering for Frontline Referrals help to run the services.

Can I contact someone about Frontline? 

Please send all questions, complaints or comments to info@frontlinereferrals.org.uk or call 01799 618855. Emails will be responded to within 10 days. 

What if I have a family member or know someone who would find Frontline helpful, but they have no access to the internet?

If you know of someone who cannot access the internet and they need help finding a local service - Essex Wellbeing Service is available from 8am to 7pm Monday to Friday and 10am to 2pm Saturday on 0300 303 9988. Or, you can contact Healthwatch Essex on 0300 500 1895 from 9am to 4:30pm Monday to Friday.

I can't find a service?

We are working hard to identify as many local health and wellbeing services as possible but if something is missing or you can’t find a service please get in touch via email. 

If I request a callback or I’m referred through the system when should I expect to be contacted?

We ask services to contact people within 3 working days, but we hope it will be quicker than that. If we see that you haven’t been contacted within 6 working days we will notify the service on your behalf.

How do I get a new service on the Frontline Library? 

If you run a service that you think will be appropriate for Frontline, click on Sign In/Register and follow the steps provided. Alternatively, please give us a call or send us an email.