Children's Home run by Heartwood RSC Limited in Cambridgeshire

Inspection report for children’s home: 2497538 1 Registered provider: Heartwood RSC Limited Full inspection Inspected under the social care common inspection framework

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Information about this children’s home

This home is run by a private company. It provides care for up to five children with social and emotional difficulties.

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Information about this children’s home

The manager registered with Ofsted in January 2023.

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Overall experiences and progress of

children and young people, taking into account

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requires improvement to be good

How well children and young people are helped and protected requires improvement to be good

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requires improvement to be good

The effectiveness of leaders and managers inadequate

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requires improvement to be good

The children’s home is not yet delivering good help and care for children and young people. However, there are no serious or widespread failures that result in their welfare not being safeguarded or promoted.

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requires improvement to be good

Overall judgement at last inspection: good

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requires improvement to be good

Enforcement action since last inspection: none Inspection report for children’s home: 2497538 2

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Inspection date Inspection type Inspection judgement

09/05/2022 Full Good 29/09/2021 Full Good 12/03/2020 Interim Sustained effectiveness 10/07/2019 Full Good Inspection report for children’s home: 2497538 3

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improvement to be good

This inspection was brought forward due to concerns raised with Ofsted relating to staff’s practice. Five children were living at the home at the time of this inspection. One child moved in to the home three weeks before this inspection. Another child moved out in June 2023 because staff were not able to provide the right care for this child.

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improvement to be good

Staff’s relationships with children have not always been good. Some staff’s behaviour and conduct have not been professional or appropriate. Consequently, children have felt unsafe and not well cared for. Since staffing changes have taken place, children’s experiences have started to improve. Children said that they now feel happy living at the home.

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improvement to be good

Staff have not consistently supported positive relationships between children. At times, children have struggled to get along with each other safely. Staff have failed to help children to learn about their feelings or to manage conflict in their relationships.

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improvement to be good

Children are making good educational progress. They are working towards or are meeting their individual learning targets. One child has returned to school after missing two years of education. One child achieved good exam results this summer. Another child is making plans for college in September. Staff support children’s attendance at their educational settings.

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improvement to be good

One child advocated, on behalf of all the children, to senior leaders for a holiday abroad. All five children were able to go on this holiday. For some children, this was their first experience of travelling abroad. Staff supported children to visit local museums, beaches and a water park. Children said that this was a good experience.

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improvement to be good

Feedback from three external professionals and a parent about children’s recent experiences is positive. Overall, children have made progress from their starting points. However, a parent remains worried about recent staff practice concerns.

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improvement to be good

Inspectors were aware during this inspection that child protection allegations were being investigated by the appropriate authorities. While Ofsted does not have the power to investigate allegations of this kind, actions taken by the home in response to the allegations were considered alongside other evidence that was available at the time of the inspection to inform the inspectors’ judgements. Inspection report for children’s home: 2497538 4 There have been concerns about staff practice. There has been a period since the last inspection which was particularly unsettled and led to children feeling unsafe. At the time of this inspection, children said that they felt safer now and liked living at the home. They have some good relationships with staff. Other professionals spoken with said that staff respond to and manage children’s behaviour well. They also said that plans and risk assessments are well detailed, and that there have

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improvement to be good

been no missing-from-home incidents for one child, which is progress. The feedback from these professionals, listening to children’s views, and the knowledge that practice concerns are being investigated by the relevant professionals gave assurance that children are now safer. However, there several shortfalls to be addressed to ensure that the help and protection of children is good.

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improvement to be good

The management team has worked with the local authority designated officer (LADO). However, there is no evidence that the manager or the responsible individual followed the direction of the LADO on one occasion to ensure that a child had a medical check following an allegation.

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improvement to be good

Staff’s recording of consequences fails to provide clarity. The inspectors found three separate records that refer to a child being asked to stay in their bedroom. The records suggest different time frames and reasons for the consequence. This means that it is difficult to judge proportionality and how the child was kept safe during this time.

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improvement to be good

One child has been missing from care on one occasion. The records do not evidence the action that staff took to keep the child safe and there is no management oversight or review of this event. On another occasion, when the same child left the home without permission, staff were not vigilant about the supervision of the child. On both occasions, the lack of staff oversight enabled the child to leave the home without their knowledge.

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improvement to be good

Children’s plans include strategies that staff should follow. However, staff do not always follow these strategies. On one occasion, a member of staff allowed two children to spend time in the community, which had not been agreed in their individual care plans.

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improvement to be good

Records show that staff lack the skills needed to effectively manage children’s behaviour. This has led to staff not using strategies effectively. At times, restraint has not been proportionate.

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improvement to be good

Children are self-harming less frequently. Two children who have self-harmed frequently in the past are doing this much less than before. These children’s social workers said that staff have helped the children to talk about their feelings. They said that staff respond appropriately with first aid. One social worker said that their child feels especially comfortable to reflect on their feelings and worries with the manager. Inspection report for children’s home: 2497538 5

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The effectiveness of leaders and managers: inadequate

The registered manager is qualified and experienced to manage the home. The responsible individual recently resigned, giving no notice. At the time of this inspection, there was no responsible individual and no deputy manager. There were no senior managers present to support the manager, despite some significant concerns about practice at the home.

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The effectiveness of leaders and managers: inadequate

The leadership team has failed to notify Ofsted about five of the investigations into staff’s practice. One child alleged that they were being harmed and named all staff, including the registered manager. The provider failed to notify Ofsted. This significantly reduced Ofsted’s capacity to monitor the effectiveness of leadership and management and safeguarding arrangements.

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The effectiveness of leaders and managers: inadequate

Investigations lack professional curiosity. Themes are not identified, the words used are child-blaming, and information is biased towards staff. This does not provide assurances that practice concerns are fully identified and actions put in place to reduce recurrence.

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The effectiveness of leaders and managers: inadequate

External and internal monitoring has failed to identify poor practice. This lack of oversight has reduced the opportunity to address serious concerns without delay and make the required improvements to safeguard children. As a result, there have been ongoing concerns related to safeguarding children.

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The effectiveness of leaders and managers: inadequate

Despite all staff receiving safeguarding and whistle-blowing training as part of their induction, this has not been effective in safeguarding children. Only one staff member out of 13 raised their concerns to a senior manager.

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The effectiveness of leaders and managers: inadequate

The registered manager has implemented a programme of retraining, supervision, team meetings and debriefs to address performance shortfalls and set expectations. Staff spoken with said that they feel supported by the manager.

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The effectiveness of leaders and managers: inadequate

The manager has met three requirements and the one recommendation raised at the last inspection. One requirement is restated for a third time, which relates to staff not achieving the relevant qualification in accordance with timescales.

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The effectiveness of leaders and managers: inadequate

The manager follows safer recruitment processes. Staff are continually assessed throughout their induction and probation period. The manager reviews new staff’s fitness to undertake their roles. Inspection report for children’s home: 2497538 6

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Statutory requirements

This section sets out the actions that the registered person(s) must take to meet the Care Standards Act 2000, Children’s Homes (England) Regulations 2015 and the ‘Guide to the Children’s Homes Regulations, including the quality standards’. The registered person(s) must comply within the given timescales.

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Requirement Due date

The leadership and management standard is that the registered person enables, inspires and leads a culture in relation to the children’s home that—

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Requirement Due date

helps children aspire to fulfil their potential; and promotes their welfare.

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Requirement Due date

In particular, the standard in paragraph (1) requires the registered person to—

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Requirement Due date

lead and manage the home in a way that is consistent with the approach and ethos, and delivers the outcomes, set out in the home’s statement of purpose;

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Requirement Due date

ensure that staff work as a team where appropriate;

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Requirement Due date

ensure that staff have the experience, qualifications and skills to meet the needs of each child;

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Requirement Due date

ensure that the home’s workforce provides continuity of care to each child;

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Requirement Due date

understand the impact that the quality of care provided in the home is having on the progress and experiences of each child and use this understanding to inform the development of the quality of care provided in the home;

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Requirement Due date

demonstrate that practice in the home is informed and improved by taking into account and acting on—

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Requirement Due date

feedback on the experiences of children, including complaints received; and

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Requirement Due date

use monitoring and review systems to make continuous improvements in the quality of care provided in the home. (Regulation 13 (1)(a)(b) (2)(a)(b)(c)(e)(f)(g)(ii)(h)) 29 September Inspection report for children’s home: 2497538 7 In particular, the senior leadership team and the registered manager must:

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Requirement Due date

take immediate action when children raise concerns about staff practice;

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Requirement Due date

demonstrate professional curiosity when investigating children’s concerns;

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Requirement Due date

develop a positive and open team culture;

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Requirement Due date

ensure that staff have the relevant experience and skills to work with children who move to the home; and

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Requirement Due date

use effective monitoring systems to identify concerning themes without delay.

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Requirement Due date

The protection of children standard is that children are protected from harm and enabled to keep themselves safe.

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Requirement Due date

In particular, the standard in paragraph (1) requires the registered person to ensure—

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Requirement Due date

have the skills to identify and act upon signs that a child is at risk of harm;

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Requirement Due date

manage relationships between children to prevent them from harming each other;

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Requirement Due date

understand the roles and responsibilities in relation to protecting children that are assigned to them by the registered person;

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Requirement Due date

take effective action whenever there is a serious concern about a child’s welfare; and

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Requirement Due date

are familiar with, and act in accordance with, the home’s child protection policies. (Regulation 12 (1) (2)(a)(iii)(iv)(v)(vi)(vii))

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Requirement Due date

In particular, the registered person must ensure that:

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Requirement Due date

staff understand the signs when children are at risk of harm;

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Requirement Due date

children attend safeguarding medical appointments as requested by professionals; 29 September Inspection report for children’s home: 2497538 8 children are prevented from harming each other;

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Requirement Due date

the organisation’s safeguarding and whistle-blowing policy and procedures are followed.

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Requirement Due date

Restraint in relation to a child is only permitted for the purpose of preventing—

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Requirement Due date

injury to any person (including the child);

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Requirement Due date

serious damage to the property of any person (including the child).

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Requirement Due date

Restraint in relation to a child must be necessary and proportionate. (Regulation 20 (1)(a)(b) (2))

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Requirement Due date

In particular, staff must evidence that they have taken all other necessary steps to de-escalate presenting behaviours before restraint is used. 29 September

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Requirement Due date

The positive relationships standard is that children are helped to develop, and to benefit from, relationships based on—

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Requirement Due date

an understanding about acceptable behaviour; and

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Requirement Due date

positive responses to other children and adults.

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Requirement Due date

In particular, the standard in paragraph (1) requires the registered person to ensure—

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Requirement Due date

meet each child’s behavioural and emotional needs, as set out in the child’s relevant plans;

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Requirement Due date

help each child to develop socially aware behaviour;

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Requirement Due date

encourage each child to take responsibility for the child’s behaviour, in accordance with the child’s age and understanding;

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Requirement Due date

help each child to develop and practise skills to resolve conflicts positively and without harm to anyone;

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Requirement Due date

communicate to each child expectations about the child’s behaviour and ensure that the child understands those 29 September Inspection report for children’s home: 2497538 9 expectations in accordance with the child’s age and understanding;

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Requirement Due date

strive to gain each child’s respect and trust;

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Requirement Due date

understand how children’s previous experiences and present emotions can be communicated through behaviour and have the competence and skills to interpret these and develop positive relationships with children;

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Requirement Due date

de-escalate confrontations with or between children, or potentially violent behaviour by children;

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Requirement Due date

understand and communicate to children that bullying is unacceptable; and

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Requirement Due date

have the skills to recognise incidents or indications of bullying and how to deal with them; and

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Requirement Due date

that each child is encouraged to build and maintain positive relationships with others. (Regulation 11 (1)(a)(b)(c) (2)(a)(i)(ii)(iii)(iv)(v)(viii)(ix)(xi)(xii)(xiii)(b))

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Requirement Due date

The children’s views, wishes and feelings standard is that children receive care from staff who—

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Requirement Due date

develop positive relationships with them;

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Requirement Due date

take their views, wishes and feelings into account in relation to matters affecting the children’s care and welfare and their lives.

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Requirement Due date

In particular, the standard in paragraph (1) requires the registered person to—

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Requirement Due date

ascertain and consider each child’s views, wishes and feelings, and balance these against what they judge to be in the child’s best interests when making decisions about the child’s care and welfare;

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Requirement Due date

regularly consult children, and seek their feedback, about the quality of the home’s care. (Regulation 7 (1)(a)(b)(c) (2)(a)(i)(iv)) 29 September Inspection report for children’s home: 2497538 10 In particular, the registered person must:

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Requirement Due date

act immediately when children raise concerns;

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Requirement Due date

ensure that investigations are impartial; and

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Requirement Due date

ensure that staff recognise when children are distressed.

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Requirement Due date

The registered person must notify HMCI and each other relevant person without delay if—

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Requirement Due date

there is an allegation of abuse against the home or a person working there. (Regulation 40 (4)(c)) 29 September

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Requirement Due date

An individual may only carry on a children’s home if the individual satisfies the requirements in paragraph (5).

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Requirement Due date

An individual may only carry on a home with another individual or other individuals, otherwise than in a partnership, if that individual and each other individual satisfies the requirements in paragraph (5).

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Requirement Due date

An organisation may only carry on a home if—

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Requirement Due date

each director of the organisation, except for a director who is the responsible individual, who is involved in the carrying on of a home by that organisation satisfies the requirements in paragraph (6); and

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Requirement Due date

the organisation has notified HMCI of the name, address and position in the organisation of the responsible individual.

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Requirement Due date

the individual is of integrity and good character;

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Requirement Due date

full and satisfactory information is available in relation to the individual in respect of each of the matters in Schedule 2;

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Requirement Due date

the individual is mentally and physically fit to carry on the home; and

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Requirement Due date

the individual is financially fit to carry on the home.

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Requirement Due date

the individual is of integrity and good character; and 29 September Inspection report for children’s home: 2497538 11 full and satisfactory information is available in relation to the individual in respect of the matters in paragraphs 1 and 3 to 6 of Schedule 2.

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Requirement Due date

satisfy the requirements in paragraph (5)(a) to (c); and

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Requirement Due date

have the capacity, experience and skills to supervise the management of the home, or the homes, in respect of which the responsible individual is nominated. (Regulation 26 (1) (2) (4)(i)(ii) (5)(a)(b)(c)(d) (6)(a)(b) (7)(a)(b))

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Requirement Due date

In particular, appoint a suitably skilled and experienced responsible individual without delay and notify Ofsted of the appointment.

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Requirement Due date

For the purposes of paragraph (3)(b), an individual who works in the home in a care role has the appropriate qualification if, by the relevant date, the individual has attained—

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Requirement Due date

the Level 3 Diploma for Residential Childcare (England) ("the Level 3 Diploma"); or

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Requirement Due date

a qualification which the registered person considers to be equivalent to the Level 3 Diploma.

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Requirement Due date

in the case of an individual who starts working in a care role in a home after 1st April 2014, the date which falls 2 years after the date on which the individual started working in a care role in a home; or

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Requirement Due date

in the case of an individual who was working in a care role in a home on 1st April 2014, 1st April 2016. (Regulation 32 (4)(a)(b) (5)(a)(b))

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Requirement Due date

This requirement was made at the last two inspections and is restated for a third time. 26 January 2024 Inspection report for children’s home: 2497538 12

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Information about this inspection

Inspectors have looked closely at the experiences and progress of children and young people, using the social care common inspection framework. This inspection was carried out under the Care Standards Act 2000 to assess the effectiveness of the service, how it meets the core functions of the service as set out in legislation, and to consider how well it complies with the Children’s Homes (England) Regulations 2015 and the ‘Guide to the Children’s Homes Regulations, including the quality standards’. Inspection report for children’s home: 2497538 13

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Children’s home details

Registered provider: Heartwood RSC Limited

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Children’s home details

Registered provider address: 416 Green Lane, Ilford IG3 9JX

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Inspectors

Mandy Start, Social Care Inspector Rebecca Hannell, Social Care Inspector Inspection report for children’s home: 2497538 14 to achieve excellence in the care of children and young people, and in education and skills for learners of all ages. It regulates and inspects childcare and children’s social care, and inspects the Children and Family Court Advisory and Support Service (Cafcass), schools, colleges, initial teacher training, further education and skills, adult and community learning, and education and training in prisons and other secure establishments. It assesses council children’s services, and inspects services for looked after children, safeguarding and child protection.

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Inspectors

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Inspectors

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Inspectors

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