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Services

Supporting Young People

Our Pledge

As a child or young person living in one of our homes, we want you to feel safe, secure and cared for. We want to help you to achieve everything you wish to. Here’s our pledge to you - we will always do everything we can to:

How do we support you?

Prior to your admission to the home, you will be given a Young Person’s Guide. This will provide you with essential information about who will look after you, and how will be supported and looked after while you live with us.

You will receive one-to-one daily support from one of the team we have working in the home. In addition, you will have a ‘key worker’ assigned to you, who will support you in arranging your appointments, any meetings that you need to attend, keep your individual risk assessments and care plans up to date with your input, and ensure all of your health and education needs are met.

Each home also has a manager and an assistant manager on site. Their role is to support you by making sure that the staff looking after you do so in a way that meets your care, education, and health care needs.

As well as the team in the home, we also have senior managers who regularly visit our homes and who can provide you with further support, should you need it.

How do we keep you safe?

Our aim is to always keep you safe. This means that sometimes you might not be happy with the decisions we need to make to ensure that. You will have a risk assessment that will look at things that have happened to you in the past as well as things that are happening now. We will work with you (within your individual risk assessment) to reduce risks. There may be times when we cannot allow you to do certain things – the only reason for this is so that we can keep you safe from harm.



All of our team are trained to keep you safe. We have a designated Safeguarding Lead whose job it is to ensure everyone under our care is safe. If you are unhappy about any of our decisions, you can speak to the Safeguarding Lead about them and they will discuss your concerns with the manager, or another member of the senior leadership team. We also have a complaints procedure, several forms for complaints will be provided to you a personal folder when you first arrive, and are readily available in our 'chill out' area.

If we think you are ever unsafe, or you tell us anything that makes you unsafe or feel unsafe, or has made you unsafe in the past, we will take immediate action to keep you from any further harm. We must also inform you social worker and we may also have to tell the police.

How do we keep you in touch with your friends and family?

Time spent with your family and friends will be agreed with your social worker as part of your plans when you come to live at the home. Family time will be reviewed as and when is necessary to ensure your needs are always understood and met. Staff will facilitate your family time if that is part of your plan. Should any risks arise with your family time then a planning meeting may be called with your social worker to discuss this further.

How do we ensure we listen to you?

While living in our homes, you will always have opportunities to talk about your wishes and feelings. We are available to listen to you and, wherever practical, safe and possible, we will do what we can to action any requests on your behalf.

There may be times when we cannot action your wishes. In these cases, we will always explain to you the reasons why we are unable to do something that you have requested.

If you are unhappy with any of the decisions made in the home by our support team, then there are several people you can talk to about this. These include the in-house manager or assistant manager, the Director of Care and the Regulation 44 visitor to the home, who will visit every 4 weeks to make sure we are providing the best and safest care possible.

You can also speak to your Social Worker, your Independent Reviewing Officer or your advocate (if you have one – if you don’t one can be arranged) about our decisions. You can also speak to our regulatory body, Ofsted, or raise a formal complaint.