Families Information Service (FIS)

Statement of service

Statement of service

Harrow FIS provides families with children and young people with information on:

  • services
  • entitlements
  • support
  • activities 

Accuracy, accessibility and response times

All information provided is kept as accurate as possible and updated daily. The information is presented in an easy-to-understand format. Please note that availability is resources dependent.

We respond to enquiries on the same day or by the next working day. If a more detailed response is needed, we'll acknowledge your enquiry and tell you how long it will take.


  • The information and advice provided will be impartial.
  • No particular type of childcare provision or service is promoted.
  • Information is offered on the basis of fairness to all providers.
  • Advice to service users includes leaflets with suggested questions. These help them make informed choices.

Confidentiality and Data Protection

Strict confidentiality is guaranteed but there are exceptions: 

  • if child is perceived to be at risk
  • if the child's care fails to meet legal or quality requirements

Your request for information will be dealt with fairly and sensitively. When we collect information from enquirers or providers we make it clear how it will be stored and used. All policies on confidentiality will meet the Data Protection Act 2018.

How you can help us improve our services

The FIS in Harrow is committed to providing the best possible service to our customers. We are always looking for ways to improve the service. In order to do this, we welcome your feedback formally or informally. You can contact us by phone, email, or via an online form. Contact details are at the end of this page.

All your comments are valued. We will use them to inform and improve our service to meet the needs of our customers more effectively.

The services offered by the FIS will be reported quarterly. They are monitored and reviewed constantly to ensure they meet customers’ needs. Enquiries will be monitored for customer feedback.


  • To complain about our services, contact the service manager via details at the end of this page.
  • To complain about an individual childcare provider contact Ofsted. See their details at the end of this page.
  • To submit a formal complaint to Harrow Council use our online complaints procedure