Protected time to learn
At least six hours a week of your normal working time is set aside for learning. It's part of your job, not something you squeeze in around it.
TLC Learner Portal · Support
You're never on your own.
From your first session to your final review, there's a team around you, and a simple way to reach them whenever you need a hand.
A named contact from day one
Help with learning, work and life
Plain answers, quickly
A promise to every learner
Asking for help is a sign of strength.
Nobody completes an apprenticeship entirely on their own, and you're not expected to. There will be moments when something feels difficult, unclear, or simply a lot to manage alongside work and life. That's normal, and it's exactly what your support is for.
The learners who do well are not the ones who never struggle. They're the ones who speak up early, ask the question, and let the people around them help.
So whenever you need something, whether that's a bit of guidance, more time, a listening ear or a practical fix, tell us. We would always rather hear from you sooner.
Your skills coach
Your main point of contact, and usually the quickest way to get help.
The support team
Email info@tlc-uk.org for anything wider.
Your workplace mentor
Someone at work who helps you apply your learning day to day.
Reach out on a working day, and we aim to come back to you within one working day.
Built into your apprenticeship
Support that's there from the start.
Some help you'll reach for when you need it. A lot of it is simply built into how an apprenticeship works, there from day one, whether you ask for it or not.
A team around you, by design
You, your employer and TLC all share responsibility for your success. You're never the only one accountable for how it goes.
Regular progress reviews
You'll meet with your coach and your employer at set points to look at how you're doing, mark your progress, and clear anything that's in the way.
A clear plan from day one
Your training plan sets out what you'll learn, who is responsible for what, and how you'll be supported, agreed by everyone before you begin.
Real work to learn from
Your employer gives you the time, the tasks and the support to put your learning into practice. The job and the learning are the same thing.
Backed all the way to the finish
You'll be prepared and supported right up to and through your final assessment, with someone beside you the whole way.
That's the framework you're stepping into. On top of it, here's the help you can reach for any time.
What support covers
Help for the whole of your journey.
Support covers far more than the learning itself. It's everything that helps you keep going: at work, in your studies, and in life.
Your skills coach
Regular one-to-one reviews, honest feedback, and a steady guide through every stage. They're your first port of call for almost anything.
Help with your learning
Study skills, planning your time, and catching up after a break. If building your English or maths would help in your role, we can support that too.
Additional learning support
If you learn differently, with dyslexia, ADHD, a disability or a health condition, we can put reasonable adjustments in place. You don't need a formal diagnosis to ask.
Someone to talk to
If something is weighing on you, you can talk to us. We'll listen without judgement and help you find the right support, at work or beyond.
Money and practical matters
Questions about what's funded, travel, or balancing study with work. If you've spent time in care, there may be extra help available. Just ask.
Tech and the portal
Trouble logging in, reaching your learning, or using a device. Tell us what isn't working and we'll get you back up and running.
Not sure where to start? Begin with your coach, and they'll point you the right way.
What you can expect from us
The support you're entitled to, from start to finish.
Good support isn't left to chance. Whoever you are, there are things you can always expect from TLC: the support that makes an apprenticeship genuinely high quality, and that every learner has a right to. Here's what that looks like.
Six promises. Tap any card for exactly what each one includes.
All of it is here whenever you need it. Here's how to reach us.
How to get help
Five simple ways to reach us.
However you get in touch, you'll reach a real person who can help, or quickly find someone who can.
- Start with your skills coach
- They know you and your apprenticeship, and can sort most things directly or point you to the right person.
- Speak to your manager
- Day-to-day workplace things usually start here: rotas, cover for your protected learning time, and how the job and the apprenticeship fit together.
- Speak to your workplace mentor
- Your employer has someone who supports you at work. They can raise things with TLC on your behalf, too.
- Email the support team
- For anything wider, like adjustments, wellbeing, access or a concern, write to info@tlc-uk.org.
- Contact TLC’s designated safeguarding lead
- For anything about your safety or someone else’s, at work or beyond. You can contact them directly and in confidence, and the safeguarding page explains how, including out of hours.
What happens after you ask
However small it feels, here's what you can expect from us.
- We listenNo judgement, and no such thing as a silly question.
- We agree what would helpWe work it out together, around your job and your life.
- We put it in place and check backWe follow through, then make sure it's actually working for you.
On a working day, we aim to reply within one working day. If something is urgent, say so and we'll treat it that way.
Shaped around you
Support that fits how you learn.
Everyone learns differently, and a good apprenticeship makes room for that. If something about the way learning is delivered makes it harder for you, we can usually adjust it.
You don't need a formal diagnosis, and you don't need to explain more than you're comfortable with. A quiet word with your coach is enough to start.
- Extra time and flexibility
- More time for activities, or a schedule that works around your shifts and responsibilities.
- Materials in a format that suits you
- Larger text, coloured overlays, audio, or plain-language versions.
- Assistive technology
- Tools like screen readers, speech-to-text, and reading support.
- One-to-one time and quieter spaces
- More individual support, or a calmer setting for reviews and assessments.
Wellbeing & safety
If life gets hard, we're still here.
Your wellbeing matters more than any deadline. If something is affecting you, at work, at home or in yourself, you can talk to us, and we'll help you find the right support.
TLC has a designated safeguarding lead whose job is to help keep every learner safe. You can raise anything that's worrying you, in confidence, and we'll take it seriously and treat you with respect.
There may be rare moments where, to keep you or someone else safe, we need to bring in other people who can help. If that ever happens, we'll be honest with you about it wherever we can.
You don't have to wait until things feel serious. If something doesn't feel right, that's reason enough to talk to us.
If you'd like to talk to someone right now, these services are free and there for you, day or night.
In an emergency
999
If you or someone else is in immediate danger.
Samaritans
116 123
Free to call, any time, day or night.
Shout
Text 85258
Text the word SHOUT if you'd rather not talk.
NHS urgent help
111
Call and choose the mental health option.
Under 19? Childline is there too, on 0800 1111. These are independent services, separate from TLC, there to listen whenever you need them.
Everything in one place
The rest of support, without leaving this page.
Two short reads open right here, and one guided tool opens in its own page. That's the whole support family.
Common questions
The things learners ask most.
What if I'm struggling to keep up?
Tell your coach as early as you can. Early is exactly when we can help most.
We'll look at your workload, adjust your plan if we need to, and find a pace that works for you. Falling behind quietly is the only thing that makes it harder.
What if I have a learning difficulty, disability or health condition?
We can put reasonable adjustments in place so the way you learn works for you.
You don't need a formal diagnosis to ask, and you only need to share what you're comfortable sharing. Start with your coach, or email the support team.
What if something outside work is affecting me?
Life doesn't pause for an apprenticeship. If something at home or in yourself is making things hard, you can talk to us.
We'll help you find support, whether that's easing your learning for a while or pointing you to the right people. You can also reach the services in the wellbeing section above at any time.
Can I get help with English or maths?
Yes. If building your English or maths would help you in your role, we can support that as part of your learning.
Your coach will talk it through with you so it fits around everything else you're doing.
What if I can't log in or reach my learning?
Tell us what's happening: which page, what device, and what you're seeing. Most access problems are quick to fix.
Email the support team and we'll get you back in.
How do I raise a concern or make a complaint?
Start by telling your coach or the support team. Most things are sorted simply once we know about them.
If you'd rather raise it more formally, ask us for the complaints process and we'll share it with you. Raising a concern won't count against you.
Is there a cost for any of this support?
No. The support around your apprenticeship is part of your programme.
If a question ever has a cost attached, travel for example, we'll be upfront about it so there are no surprises.
Here when you need us
Whatever comes up, start by telling us.
You don't need the perfect words or the right moment. A short message is enough. We'll take it from there and make sure you get the help you need.