Frequently Asked Questions

1. How do I book a session?

As soon as e-Quality Learning receives confirmation that training is available for you, one of our training coordinators will contact you directly to book in a session. If you would like to contact us yourself then please give us a call on 0191 230 6688, or email us at

Alternatively, from your online account, you can click on the 'Book a Session' button and enter some suitable times that you would like to book your session for. This will send an email to our training co-ordinators who will check our trainer's availability and contact you directly to confirm whether one of the suggested times is appropriate.

2. How will I receive confirmation of a booking?

Whenever you book a training session in with us you will receive an email confirming this. This will have details of the day and time of your session and the trainer who will be training you. If any of these details are incorrect you must contact us immediately.

3. How will I be reminded about a session?

You will receive an email and text reminder (if you have made your mobile phone number available to us) 24 hours before your session is due to take place. To help you remember your sessions, from your online account, in the 'Booked Sessions' section, you can click the 'Add to Calendar' link. This will download a small ical appointment that when opened, can be added to your Outlook calendar. 

4. How do I rearrange a session?

If you need to rearrange a session, please give us a call on 0191 230 6688, or email us at Alternatively, navigate to the 'Rearrange a Session' section of our website, enter your registered email address and select the session you want to rearrange. If you have training sessions available, you will be asked to enter suitable times that you would like to rearrange to.

5. How much notice do you require to rearrange a session?

We require 48 hours’ notice should you wish to rearrange a training session.

6. What happens if I do not give the required notice?

In most cases, if you do not provide us with the required notice period to rearrange your session, then you will still be able to continue on with your training and will not be charged. Most funding bodies will allow you to cancel a training session at short notice on 2 occasions before it affects your entitlement. Please check with your own funding body as different funding bodies have different policies.

7. What happens if I fail to attend a session?

In most cases, if you do not attend a training session then you will still be able to continue on with your training and will not be charged. Most funding bodies will allow you to cancel a training session at short notice on 2 occasions before it affects your entitlement. Please check with your own funding body as different funding bodies have different policies.

8. How do I access my online account?

You will receive an email from e-quality Learning with your personal username and password. Your username will be your registered email address and your password will be randomly generated. The first time you log in to your account you will be asked to set your password to something more memorable for you. To login to your account, click the Member Login button at the top of any page on the e-Quality Learning website.

9. What do I do if I have lost/forgotten my password?

 If you need to reset your password, click on the I've forgotten my password link from the members login section of the website. You will receive an email with instructions for resetting your password.

10. What does my online account do?

Your online account is a platform to help you view and manage your training sessions and also contains a number of video resources to help you get the best out of your computer. From your dashboard you will be able to view information about your trainer, view the number of session you have booked in and add these to your Outlook calendar, suggest times for future bookings, access your Learner Toolbox, a collection of short video tutorials and access any In-session Recordings that have been created for you.

11. How do I use my Learner Toolbox?

Your Learner Toolbox is split into several video collections. These are, Windows, Apple, MS Office, Internet Browsers, and Useful Programs. To access any of these video collections, click on the appropriate icon on your dashboard. All of the videos within the collection will appear. To watch one of the videos, click the blue play icon to the right of the videos title. To view the video in full-screen mode, click the full screen button near the bottom right of the video light box.

12. How do In-Session Recordings Work?

In-session recordings are created on-demand during your training session. Please note that at the moment, these are only available when completing remote training sessions. In-session recordings allow you and your trainer to capture a specific section of the training in a video so that you can recap whenever needed. In-session recordings are not designed to record the entire training session. They are designed to be short videos to capture important sections or sections that you feel you may require help with in the future. 

13. How does remote training work?

If you choose remote training, the training session is still one-on-one, but instead of the trainer being sat next to you, they are connected with you online. We use 2 simple systems to carry out remote sessions. To allow you to talk to your trainer hands free, we use a program called Skype. All you need to do is add your trainer as a Skype contact before the session is due to start. Our trainer's Skype name will be sent to you in the booking email. Skype will usually already be installed on your computer but if it is not, you can download it for free. For help with this, please see our How-to-Videos. Once connected, we use a separate program to connect your computer with our trainers; this just requires you to enter a 6 digit pin code on our website that will be provided to you by our trainer.

14. What happens if my assistive technology stops working?

If your assistive technology stops working during your training session, your trainer will attempt first aid on your system to try and rectify the problem. if the problem cannot be rectified then you must contact your equipment provider for technical support.

15. What will I be trained on?

Training sessions are designed to help you get the best out of your assistive technology. To ensure the time spent with your trainer is fun and engaging, we operate a tailored training approach. This means that sessions are bespoke and customised to your needs and desires. Your assistive technology is capable of a wide range of functions but it is our goal to focus on those that are most beneficial to you instead of trying to train you on a bunch of features that you do not need and will never use. This will include training on support products such as Learning Labs (

16. How long will a training session last?

Training sessions are usually ordered in 2 or 3 hour blocks by your assessor. However, you are entitled to take up as much of that time as you feel is necessary. You are also entitled to as many breaks as you like during your sessions so that 2 or 3 hours can be broken up into smaller more manageable chunks of time with breaks in between. 

17. How many training sessions will I get?

The number of training sessions you receive is dependent on the number your assessor has recommended for you. This can be anywhere for 1 session up to 10. Often this will depend on the amount of assistive technology that you have received.

18. How do I request more training?

Should you come to the end of your allocated training sessions and you feel you would benefit from more training from us, inform your trainer and they will write a report detailing the reasons why additional training will be beneficial. We will submit this report to your assessor. It will be the assessor and funding body’s decision as to whether any additional training sessions will be allocated and you will be notified by them directly should your request be accepted.