Children's Home run by Phoenix Children’s Homes Limited in Torbay

Inspection report for children’s home: 2610709 1 Registered provider: Phoenix Child Care Limited

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Full inspection Inspected under the social care common inspection framework

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Information about this children’s home

This home is owned by a large, private provider. It can provide care for care for up to two children who may experience emotional or social difficulties. At the time of inspection, one child was living at the home; one child had moved out on the morning of the inspection. The inspector spoke to this child by phone.

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Information about this children’s home

The manager registered with Ofsted in December 2023. They had resigned the week prior to the inspection. The responsible individual had resigned a few weeks previously.

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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: 2610709 2

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Inspection date Inspection type Inspection judgement

07/05/2024 Full Good 14/11/2023 Full Requires improvement to be good 01/08/2023 Full Inadequate 12/07/2022 Full Good Inspection report for children’s home: 2610709 3

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improvement to be good

Staff are keen to support children to do well. However, there has been a high turnover of staff over the last year, with staff and senior leaders resigning. This has meant a largely new and inexperienced team has been caring for the children. Despite this both children identified members of staff that they get on well with. Both children also said that they like their home, in particular their bedrooms, and they each described doing some fun activities with staff. One child rated the home as an ‘8.5 out of 10.’

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improvement to be good

Two children have been given notice to leave the home since the last inspection as there was recognition that their needs could not be met. The third child has lived at the home for over a year and has a sense of permanence, calling this their home. The care plan for one child did not fit with the statement of purpose and it was not fully assessed how the team could meet both children’s needs together before they moved in.

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improvement to be good

Children’s health needs are identified but effective action to support these needs is lacking. Children are encouraged to have healthy routines and brush their teeth. However, clear advice was given to the home about one child’s dental hygiene, but the dietary advice has not been implemented by the team. Referrals to other agencies to support children’s health needs have been slow. Action has been taken in recent weeks to support children’s health needs since new leaders have been in post.

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improvement to be good

Children know how to complain and are listened to and responded to sensitively when they do make complaints. Staff have nurturing conversations with children and encourage them to develop their confidence and sense of self.

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improvement to be good

Children are enrolled in school or college but have had significant periods of not attending. The home challenged education authorities appropriately, but this was delayed. Children are routinely encouraged to do informal learning at home, which staff support them with.

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improvement to be good

Children have fun experiences. One child recently went to a football stadium and another to a theme park. However, these memories are not captured in a meaningful way for children to keep. While children have had some positive experiences, support to make these regular or develop hobbies and friendships is lacking.

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improvement to be good

At times, children have not felt safe and have said this to staff. Risks to the children have not been understood well by staff and leaders. One child told staff about the risks to them when they arrived. Leaders lacked curiosity about this. When incidents have happened, the historical risks have not been considered. For example, when one child Inspection report for children’s home: 2610709 4 started to obtain expensive items, this information was not collated to see how often this was happening. This led to risks being minimised. Staff had concerns about the risks to one child but continued with their routine despite their concerns. This child has now moved out, which means that staff are able to meet the needs of the one who remains in their care. There is evidence of important and nurturing conversations are now taking place between staff and the children.

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improvement to be good

Risk assessments do not provide clear guidance for staff. Protocols to follow have incomplete information, and staff gave mixed responses as to how to respond in situations. Staff have lacked knowledge and experience when children go missing from home. Conversations with children take place about missing-from-home incidents. There has been a lack of effort to disrupt children going missing from the home and encouragement to do other activities has been limited. New managers have been creative and have encouraged both children to take part in more activities in recent weeks to help disrupt missing behaviours.

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improvement to be good

Restraint has been used very rarely. Generally, the records of the use of restraint on children are clear. Children are offered conversations about this. Management oversight considers what staff could do differently next time.

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improvement to be good

Professionals have raised concerns about not receiving regular updates in a timely way and so they have not had a clear picture of what has been happening for the children. Information has not always been shared effectively to support children. This has recently improved, and professionals commented that they are receiving increased feedback from staff.

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improvement to be good

Investigations into concerns about staff practice have generally been quick to take place and have been thorough. Action was taken to remove a member of staff from the home immediately while an investigation was completed. Authorities are informed and advice is sought appropriately.

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improvement to be good

Staff are aware of the risks regarding the internet and mobile phones. Monitoring systems are in place. However, there has been an inconsistent approach to managing this.

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improvement to be good

At times, children have been frightened of other children. Children have been kept safe when spending time together. Yet, little work had been done to address the relationships between children to improve this.

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The effectiveness of leaders and managers: inadequate

There have been difficulties over the last year with staffing. Both the registered manager and responsible individual resigned following internal investigations. The team has not been stable or consistent. One child explained that they do not want to be collected by members of the team that they do not know. Inspection report for children’s home: 2610709 5 Staff are new and a high number are still in probation. Plans are in place to ensure adequate staffing going forwards. Supervision has been more consistent in recent weeks, but there have been significant gaps. This is particularly concerning for members of the team on probation who need additional oversight and support. Staff report that previous supervisions have not taken place despite records indicating that they have. Incidents are reviewed with managers commenting on the situation. Children are regularly spoken to about what has happened. Actions and learning from these incidents

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The effectiveness of leaders and managers: inadequate

are not always made clear or pulled through to children’s plans. Leaders have been honest and reflective about the shortfalls in the care and leadership provided.

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The effectiveness of leaders and managers: inadequate

Training to meet the needs of specific children has not routinely been in place. The members of the team who had completed specific training have left.

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The effectiveness of leaders and managers: inadequate

Decisions about children coming into the home do not balance the needs of the children already in the home. Adequate risks assessments of this were not in place.

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The effectiveness of leaders and managers: inadequate

Senior managers have increased support to the home in recent months, and this has been noticed by external professionals and the children. Actions plans for improvements are in place. Inspection report for children’s home: 2610709 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, The 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 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

assess whether each child is at risk of harm, taking into account information in the child’s relevant plans, and, if necessary, make arrangements to reduce the risk of any harm to the child;

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Requirement Due date

help each child to understand how to keep safe;

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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)(i)(ii)(iii)(iv)(v)(vi)(vii))

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Requirement Due date

In particular, this means that staff understand the risks to children and have clear approaches as to how to manage those risks and how to respond when children are at risk. 27 Jun 2025

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Requirement Due date

The quality and purpose of care standard is that children receive care from staff who— 27 Jun 2025 Inspection report for children’s home: 2610709 7 understand the children’s home’s overall aims and the outcomes it seeks to achieve for children;

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Requirement Due date

use this understanding to deliver care that meets children’s needs and supports them to fulfil their potential.

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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

understand and apply the home’s statement of purpose;

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Requirement Due date

understand and apply the home’s statement of purpose;

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Requirement Due date

protect and promote each child’s welfare;

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Requirement Due date

treat each child with dignity and respect;

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Requirement Due date

provide personalised care that meets each child’s needs, as recorded in the child’s relevant plans, taking account of the child’s background;

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Requirement Due date

help each child to understand and manage the impact of any experience of abuse or neglect;

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Requirement Due date

help each child to develop resilience and skills that prepare the child to return home, to live in a new placement or to live independently as an adult; and

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Requirement Due date

make decisions about the day-to-day arrangements for each child, in accordance with the child’s relevant plans, which give the child an appropriate degree of freedom and choice. (Regulation 6 (1)(a)(b)(2)(a)(b)(i)(ii)(iii)(iv)(v)(vi)(ix)

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Requirement Due date

In particular, this means that staff have a clear and agreed vision of the standard of care they are going to provide, and that staff have the skills to deliver that care. Children should experience consistent levels of care from all of the staff which takes into account their particular needs and backgrounds. Consideration should be given to new members of staff who are not qualified and have not completed their probation as to whether they can safely care for children on their own.

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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— 31 Jul 2025 Inspection report for children’s home: 2610709 8 helps children aspire to fulfil their potential; and

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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

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. (Regulation 13 (1)(a)(b) (2)(f))

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Requirement Due date

In particular, this means that leaders and managers have systems to review the care provided, and, if there are shortfalls within that care, then leaders and managers should ensure that alternatives are attempted.

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Requirement Due date

The health and well-being standard is that—

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Requirement Due date

the health and well-being needs of children are met;

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Requirement Due date

children receive advice, services and support in relation to their health and well-being; and

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Requirement Due date

children are helped to lead healthy lifestyles.

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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

achieve the health and well-being outcomes that are recorded in the child’s relevant plans;

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Requirement Due date

understand the child’s health and well-being needs and the options that are available in relation to the child’s health and well-being, in a way that is appropriate to the child’s age and understanding;

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Requirement Due date

take part in activities, and attend any appointments, for the purpose of meeting the child’s health and well-being needs; and

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Requirement Due date

understand and develop skills to promote the child’s well-being. (Regulation 10 (1)(a)(b)(c) (2)(a)(i)(ii)(iii)(iv))

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Requirement Due date

In particular, this means that children should receive support to have good dental hygiene. Where professional advice has been 31 Jul 2025 Inspection report for children’s home: 2610709 9 provided, it should be clear how staff are to implement this. Any referrals to other agencies to support children’s health and well- being should be made in a timely way and followed up quickly.

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Requirement Due date

The care planning standard is that children—

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Requirement Due date

receive effectively planned care in or through the children’s home; and

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Requirement Due date

have a positive experience of arriving at or moving on from the home.

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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

that children are admitted to the home only if their needs are within the range of needs of children for whom it is intended that the home is to provide care and accommodation, as set out in the home’s statement of purpose. (Regulation 14 (1)(a)(b) (2)(a))

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Requirement Due date

In particular, this means that the registered provider carefully considers the needs of children moving into the home and that this aligns with the home’s statement of purpose. Consideration should also be given to how the staff team have the skills and knowledge to meet the needs of all of the children living together. 31 Jul 2025

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Requirement Due date

The education standard is that children make measurable progress towards achieving their educational potential and are helped to do so.

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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

help each child to achieve the child’s education and training targets, as recorded in the child’s relevant plans;

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Requirement Due date

support each child’s learning and development, including helping the child to develop independent study skills and, where appropriate, helping the child to complete independent study;

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Requirement Due date

understand the barriers to learning that each child may face and take appropriate action to help the child to overcome any such barriers; 31 Jul 2025 Inspection report for children’s home: 2610709 10 help each child to understand the importance and value of education, learning, training and employment;

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Requirement Due date

promote opportunities for each child to learn informally;

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Requirement Due date

maintain regular contact with each child’s education and training provider, including engaging with the provider and the placing authority to support the child’s education and training and to maximise the child’s achievement;

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Requirement Due date

raise any need for further assessment or specialist provision in relation to a child with the child’s education or training provider and the child’s placing authority;

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Requirement Due date

help a child who is excluded from school, or who is of compulsory school age but not attending school, to access educational and training support throughout the period of exclusion or non- attendance and to return to school as soon as possible;

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Requirement Due date

help each child who is above compulsory school age to participate in further education, training or employment and to prepare for future care, education or employment;

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Requirement Due date

help each child to attend education or training in accordance with the expectations in the child’s relevant plans; and

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Requirement Due date

that each child has access to appropriate equipment, facilities and resources to support the child’s learning. (Regulation 8 (1) (2)(a)(i)(ii)(iii)(iv)(v)(vi)(vii)(viii)(ix)(x)(b))

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Requirement Due date

In particular, this means that when children are not receiving the education detailed within their plans that the home challenge this quickly and escalate concerns.

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Requirement Due date

In meeting the quality standards, the registered person must, and must ensure that staff—

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Requirement Due date

seek to involve each child’s placing authority effectively in the child’s care, in accordance with the child’s relevant plans;

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Requirement Due date

seek to secure the input and services required to meet each child’s needs;

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Requirement Due date

if the registered person considers, or staff consider, a placing authority’s or a relevant person’s performance or response to be inadequate in relation to their role, challenge the placing authority 31 Jul 2025 Inspection report for children’s home: 2610709 11 or the relevant person to seek to ensure that each child’s needs are met in accordance with the child’s relevant plans; and

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Requirement Due date

seek to develop and maintain effective professional relationships with such persons, bodies or organisations as the registered person considers appropriate having regard to the range of needs of children for whom it is intended that the children’s home is to provide care and accommodation. (Regulation 5 (a)(b)(c)(d))

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Requirement Due date

In particular, this means that information about children is shared with the other professionals working with them on a regular basis. The provider should be proactive about referring children to services that could support their needs.

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Recommendations

 The registered person should ensure that children are offered a wide range of activities both inside and outside of the home. Staff should encourage children to try various activities and support children to develop hobbies and friendships. (‘Guide to the Children’s Homes Regulations, including the quality standards’, page 31, paragraph 6.5)  The registered person should have systems in place so that all staff receive supervision. A record of supervision should be kept. (‘Guide to the Children’s Homes Regulations, including the quality standards’, page 61, paragraph 13.2 and 13.3)

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Information about this inspection

The inspector has 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: 2610709 12

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Children’s home details

Registered provider: Phoenix Child Care Limited

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Children’s home details

Registered provider address: Support Hub Unit 5 Chinon Court, Lower Moor Way, Tiverton, England EX16 6SS

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Inspector

Nickie Doney, Social Care Inspector Inspection report for children’s home: 2610709 13 regulates and inspects 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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Inspector

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Inspector

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Inspector

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