On Track Care Services LTD

Inspection report for supported accommodation provider: On Track Care Services LTD 1 On Track Care Services LTD Registered provider: On track care services ltd

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Inspected under the social care common inspection framework

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provider

A private provider operates this service.

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provider

The service offers ring-fenced shared accommodation for up to 16 children in 3 premises. These properties are in Ealing and Hounslow with the head office based in Grays, Thurrock.

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provider

At the time of the inspection, the service was providing supported accommodation for 10 children aged 16 or 17 years who were looked-after children or care leavers.

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provider

The nominated individual registered with Ofsted in January 2024 at the same time that the service was registered. The registered service manager registered in April 2025.

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Inspection dates:

The inspection was announced on 2 February 2026 and started that day. The inspectors were on site from 4 to 6 February 2026.

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Outcome

Inconsistent quality of service delivery adversely affects some children's experiences, and this may limit their progress. Leaders and managers must make improvements. The next inspection will be within approximately 18 months.

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Summary of findings

Improvements have been made since the last full inspection. Leaders and managers have revisited systems, ensuring greater scrutiny at the admission stage. More emphasis is put on appropriate matching when new children arrive at the service.

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Summary of findings

Leaders and managers have aligned their contingency planning protocols to ensure that staff have access to appropriate leadership and data when senior managers are unavailable. Inspection report for supported accommodation provider: On Track Care Services LTD 2 Improvements in recording systems mean that leaders and managers can track children's progress and keep on top of staff training more promptly. However, paperwork is not being regularly audited, resulting in gaps and inconsistent recordings not being identified.

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Summary of findings

Leaders and managers responded appropriately to a house fire in October 2025 and reviewed their fire safety policy. A stronger house auditing system is in place regarding health and safety and maintenance checks. However, these processes are not always followed effectively, and records are not always consistent with one another.

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Summary of findings

Children mostly reported being happy with their homes, but some commented that staff support is not consistent, with issues not being resolved or communicated effectively. Staff liaise with key professionals when serious incidents occur. Staff have received updated training in safeguarding protocols, but senior management are not always reporting significant incidents to Ofsted.

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Summary of findings

Most children are in education. Staff encourage children's participation in organisations that help children with their mental health and substance misuse. Updates to some risk factors are not accurately reflected in support or care plans. Inspection report for supported accommodation provider: On Track Care Services LTD 3

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Overall experiences and progress of children

Children benefit from an environment where staff make regular attempts to bring them together to promote a sense of shared living. House meetings are held, and staff encourage children to participate in group activities that help to build relationships and routines.

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Overall experiences and progress of children

Children said that they feel safe in their homes. The location of the properties enables children to remain connected to local colleges, community amenities and places of worship, helping them to sustain routines and cultural identity.

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Overall experiences and progress of children

Children described staff as being available to offer support and advice when needed. Some children reported having trusted and meaningful relationships with their support workers, which help them to feel more settled and confident. The provider uses permanent staff and additional contracted hours to maintain consistency for children, reducing the reliance on unfamiliar workers.

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Overall experiences and progress of children

Staff ensure that children are supported to stay in touch with their relatives. Professionals are kept informed about children's welfare and progress; however, this is not consistently reflected in written records. Some children reported that while staff try to help them, they do not always communicate this support clearly, which, at, times leaves children feeling uncertain or unsupported.

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Overall experiences and progress of children

Risk assessments and support plans have strengthened, but they are not routinely updated when new incidents or concerns arise. Inspectors saw evidence of key-work sessions taking place after a particular incident; however, the associated risk assessments and support plans had not been amended to reflect the increased risk or updated strategies to keep the child safe.

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Overall experiences and progress of children

Children who speak little or no English receive appropriate support to access education. Staff offer language-learning opportunities that help children to feel more confident and better able to engage with school or college.

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Overall experiences and progress of children

Children are offered mentors and receive support to attend a range of health and wellbeing appointments. This helps children to make progress and maintain important routines, which have a positive impact on their wellbeing.

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Overall experiences and progress of children

The quality of key-work sessions has improved. There is clearer evidence of purposeful direct work, including with those children who are less willing to engage. Staff demonstrated a good understanding of children's individual needs. They described how training has increased their confidence in supporting children who have experienced past trauma.

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Overall experiences and progress of children

Staff are developing more creative communication tools, including visual boards for neurodiverse children. This has contributed to children making progress in areas such as personal hygiene, emotional regulation and the use of 'self-help' packs for children who are struggling with anxiety. Inspection report for supported accommodation provider: On Track Care Services LTD 4 Improvements have been made to properties following issues identified at previous inspections and monitoring visits. However, some properties continue to require repair and renovation. Although a more-structured maintenance system is now in place, with daily log checks and monthly house reports, these are not consistently monitored or followed through.

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How well children are helped and protected

Children said that they understand the house rules and know what to do in an emergency. Most children were clear about who they should contact if they have concerns or feel unsafe. Some children were unsure about how to raise concerns. This important information is not routinely covered during placement planning meetings, leaving some children without clear guidance on how to voice worries or make complaints.

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How well children are helped and protected

When incidents occur, staff respond promptly and offer children support to reflect on what has happened. Restorative-type meetings are being used to help resolve conflict between residents. These approaches demonstrate an intention to repair relationships and support children to manage disagreements in a constructive way.

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How well children are helped and protected

Staff support children's wellbeing effectively and generally respond to behavioural needs with respect and sensitivity. They keep professionals informed about significant developments, ensuring a coordinated approach to children's safety.

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How well children are helped and protected

Incident reporting has improved, and managers and local authorities are kept informed of major incidents. Friends and family are contacted appropriately when children are absent or missing from their placement. Incidents are recorded.

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How well children are helped and protected

Staff are now applying updated processes for raising incidents and reporting missing episodes. They were able to articulate what has changed since the last inspection, including improvements to recording systems and the purpose of these changes in strengthening accountability and safety.

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How well children are helped and protected

Safer recruitment practice has strengthened. Human resources systems were found to be effective in identifying gaps or discrepancies in recruitment files, Disclosure and Barring Service checks, references and employment histories. This improved oversight helps to increase the likelihood that only suitable individuals are employed.

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How well children are helped and protected

Children's specific risks are not always recorded clearly or comprehensively. This limits staff's ability to manage risks safely and provide truly person-centred support. While new matching and placement-planning meetings identify emerging concerns, this information is not consistently translated into children's support plans. For example, very specific risks had been recognised and assessed at the referral/admission stage but were not reflected in the current support plan, reducing staff's ability to respond appropriately. Inspection report for supported accommodation provider: On Track Care Services LTD 5

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The effectiveness of leaders and managers

Some significant incidents are not being reported to Ofsted as required. For example, some children have been absent from their placement for more than 2 weeks, yet these incidents were not notified to Ofsted, undermining external safeguarding oversight. However, placing authorities were informed of these incidents. In addition, the provider has not submitted 6-monthly monitoring reports since June 2025, limiting the regulator's ability to evaluate progress and compliance.

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The effectiveness of leaders and managers

Leaders have strengthened their understanding of the service's statement of purpose and demonstrate clarity about the needs of the children they are able to support. Admission and matching practices have improved, helping to ensure that children placed are within scope.

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The effectiveness of leaders and managers

Managers spoke openly about historic shortfalls and expressed determination to improve systems and practice. Their commitment to strengthening processes that directly benefit children's outcomes was evident during the inspection.

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The effectiveness of leaders and managers

The leadership team has recently been restructured so that managers and team or house leads work to their strengths. Staff reported that this has helped to create clearer lines of responsibility and improved the day-to-day running of the homes.

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The effectiveness of leaders and managers

Managers have listened to staff feedback and adjusted working patterns and expectations to reduce pressures. These changes have enabled senior staff to be more available to guide and support less-experienced colleagues.

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The effectiveness of leaders and managers

A compliance manager has been appointed to improve oversight of maintenance and property standards. Additional checks have been built into daily handover processes, enabling maintenance issues to be identified and addressed more promptly. Monitoring tools for recruitment and training have also been updated to strengthen management oversight and sign-off.

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The effectiveness of leaders and managers

Staff consistently report feeling supported by the management team and value opportunities for professional development, including access to level 3 qualifications. Staff described managers as approachable, knowledgeable and willing to offer guidance at any time.

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The effectiveness of leaders and managers

Feedback from a social worker was positive. They highlighted good staff practice, strong management oversight relating to unaccompanied asylum-seeking children, and effective safeguarding knowledge, including timely communication when concerns arise.

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The effectiveness of leaders and managers

Staff reported that regular team meetings and supervision sessions take place, providing opportunities to discuss concerns and reflect on practice. However, internal records showed that one staff member had not received supervision since August 2025. Inspection report for supported accommodation provider: On Track Care Services LTD 6 Communication between management and human resources has improved, leading to clearer oversight of training compliance and records of induction processes. Although improvements have been made, the provider does not yet have an effective tracking system to ensure that gaps are identified and addressed promptly. This limits leaders' ability to ensure that staff remain fully trained and capable of meeting children's needs safely. Inspection report for supported accommodation provider: On Track Care Services LTD 7

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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 Supported Accommodation (England) Regulations 2023 and the 'Guide to the Supported Accommodation Regulations, including 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 supported accommodation undertaking that puts children first and prioritises their wellbeing and development.

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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

ensure that staff work effectively as a team, where appropriate, to meet the needs of children;

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Requirement Due date

ensure that arrangements are in place for the supervision, training and development of staff. (Regulation 4 (1) (2)(b)(g)) 20 March 2026

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Requirement Due date

The accommodation standard is that children experience a comfortable and secure living environment.

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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

ensure that the premises used as supported accommodation—

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Requirement Due date

are suitable for the purposes of supported accommodation and are accessible, safe, secure and well-maintained;

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Requirement Due date

are adequately maintained so as to provide a welcoming and homely environment within both individual and shared living spaces;

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Requirement Due date

are designed, furnished and maintained to remove avoidable hazards which could pose a health and safety risk to children. (Regulation 6 (1) (2)(b)(vi)(viii)(ix)) 20 March 2026 Inspection report for supported accommodation provider: On Track Care Services LTD 8 The support standard is that children receive individual and tailored support that meets their needs.

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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

ensure that children are encouraged and enabled to take a lead role in determining the support they receive and to participate in and influence how the supported accommodation operates;

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Requirement Due date

ensure that plans for support are based on initial referral information, are meaningful and are created in full consultation with the child, taking account of relevant plans for the child;

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Requirement Due date

keep the child’s support under review, taking into consideration the plans for support, and relevant plans, to ensure that the child’s needs continue to be met and that the child is kept safe. (Regulation 7 (1) (2)(a)(b)(c)) 20 March 2026

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Requirement Due date

The registered person must notify the CIECSS and any relevant person without delay if—

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Requirement Due date

a child is involved in or subject to, or is suspected of being involved in or subject to, sexual exploitation or child criminal exploitation;

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Requirement Due date

an incident requiring police involvement occurs in relation to a child and the registered person considers that incident to be serious;

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Requirement Due date

there is an allegation of abuse against the supported accommodation undertaking or a person working for it;

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Requirement Due date

concludes (in which case, the notification must include the outcome of the child protection enquiry);

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Requirement Due date

there is an incident involving the use of a measure of restraint of a child;

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Requirement Due date

there is any other incident relating to a child which the registered person considers to be serious. 14 February 2026 Inspection report for supported accommodation provider: On Track Care Services LTD 9 The registered person must ensure that a notification made under this regulation—

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Requirement Due date

any other individuals or organisations who or which have been notified;

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Requirement Due date

any actions taken by the registered person as a result of the matter;

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Requirement Due date

is made or confirmed in writing. (Regulation 27 (3)(a)(b)(c)(d)(i)(ii)(e)(f) (4)(a)(i)(ii)(iii)(b))

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Requirement Due date

The registered person must maintain a system for monitoring and improving the quality of support provided by the supported accommodation undertaking by completing a review (“a quality of support review”) at least once every six months, which must take into account—

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Requirement Due date

the views of children, including any feedback and complaints received;

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Requirement Due date

feedback from individual children on the impact the supported accommodation has had on the child’s life, especially regarding how well prepared the child felt for transition into supported accommodation and how well prepared the child feels for transition out of supported accommodation;

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Requirement Due date

feedback from each child’s accommodating authority, staff and any relevant persons;

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Requirement Due date

any relevant research and developments in relation to the way in which the needs of children are best met.

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Requirement Due date

After completing a quality of support review, the registered person must produce a written report setting out the actions the registered person intends to take as a result of that quality of support review.

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Requirement Due date

The registered person must provide a copy of the review report to the CIECSS within 28 days beginning with the day on which the report is completed, and make a copy of it available on request to each child’s accommodating authority. 20 March 2026 Inspection report for supported accommodation provider: On Track Care Services LTD 10 (Regulation 32 (1)(a)(b)(c)(d) (2) (3))

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Information about this inspection

Inspectors have looked closely at the experiences and progress of children 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 Supported Accommodation (England) Regulations 2023. Inspection report for supported accommodation provider: On Track Care Services LTD 11

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Supported accommodation provider details

Registered provider: On Track Care Services Ltd

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Supported accommodation provider details

Registered provider address: First Floor, 4 High Street, Grays RM17 6LU

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Supported accommodation provider details

Registered service manager: Flavia Mbunga

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Supported accommodation provider details

Email address: ayesha@ontrackcareservices.co.uk

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Inspector

Chris Jay, Social Care Inspector Inspection report for supported accommodation provider: On Track Care Services LTD 12 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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