Thresholds and Referrals
If you work with children, young people, or families in Croydon, it’s important to know how and when to make a referral when concerns arise.
What is a Referral?
A referral is when a professional shares concerns about a child’s welfare or safety with the Croydon Multi-Agency Safeguarding Hub (MASH).
This might be based on:
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Observed harm or risk of harm
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Concerns about neglect, abuse, or unmet needs
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Escalation from Early Help or support services
The MASH brings together professionals from social care, police, health, education, and other services to share information, assess risk, and make timely decisions to protect children.
Understanding Thresholds of Need
Before making a referral, it’s important to understand the level of need or risk. Across London, professionals use a shared framework called the Continuum of Need, which helps determine the most appropriate support for each child and family.
Title | Description | Example |
|---|---|---|
Level 1 - Universal | Needs met by universal services such as schools, GPs, and Family Hubs. | Child is healthy, attending school regularly, supported by parents. |
Level 2 - Early Help | Emerging worries that can be addressed with targeted support. | Family experiencing difficulties with housing or parenting. |
Level 3 - Child in Need | Complex or multiple needs requiring a statutory Children’s Social Care assessment (Section 17, Children Act 1989). | Ongoing neglect concerns, or a child needing coordinated multi-agency support. |
Level 4 - Child Protection | Acute risk of significant harm requiring urgent intervention (Section 47, Children Act 1989). | Child experiencing physical or sexual abuse, or severe neglect. |
Use the London Safeguarding Continuum of Need Matrix to determine the right threshold before referring. This ensures your referral is consistent, evidence-based, and targeted to the correct level of need.
Information to Include in a Referral
For MASH to assess and progress a referral effectively, include as much relevant detail as reasonably possible:
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Consent and whether parents/carers have been informed (unless unsafe to do so)
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Child’s full details (name, date of birth, address, school, etc.)
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Key family and household members
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Reason for concern and its impact on the child
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What is working well in the family
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Agencies already involved and any supporting documents
Best practice: Keep your notes factual and clear. Avoid assumptions or subjective language. Include direct quotes from the child where appropriate and record what you know, and what you don’t.
How to Make a Referral
All referrals must be submitted through the Croydon MASH Online Portal:
During office hours (Mon–Fri, 9am–5pm):
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Call 0208 255 2888 for urgent concerns that cannot wait for the next working day. If accepted by phone, complete the online form within 24 hours.
Out of hours:
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Call 0208 726 6400, press 5 for Children’s Services and stay on the line to be connected to the duty social worker.
In an emergency:
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🚨 Call 999.
What Happens Next
Once a referral is received, MASH reviews it within one working day.
Possible outcomes include:
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Early Help – targeted family or parenting support
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Emotional Wellbeing & Mental Health (EWMH) services
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Information, Advice & Guidance (IAG)
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Children’s Social Care involvement where statutory thresholds are met
You should receive feedback on the outcome within 24 hours of a decision being made.
Other Sources of Support
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Not all concerns require a statutory referral.
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Professionals and families can access a wide range of community and early help services through the:
Why Effective Referrals Matter
Making clear, evidence-based referrals helps ensure that children receive the right support at the right time. By using the London threshold guidance and sharing complete, factual information, all professionals, across education, health, police, and community settings, can work together to keep Croydon’s children safe.