B&H Call Limited

Inspection report for supported accommodation provider: B&H Call Limited 1 l B&H Call Limited Registered provider: B&H Call Limited

p.1

Inspected under the social care common inspection framework

p.1

provider

This service is owned and managed by a private provider. The provider can accommodate up to 5 children living in shared or group-living premises which are not limited to accommodating looked-after children or care leavers.

p.1

provider

At the time of this inspection, the service was providing support for one child aged 17.

p.1

provider

Both the registered manager and nominated individual have been in their roles since the service registered with Ofsted in February 2025.

p.1

provider

Inspection dates: The inspection was announced on 23 February 2026 and started off site on the same day. The inspector was on site on 25 and 26 February 2026.

p.1

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.

p.1

Summary of findings

Leaders and managers have failed to fully understand the needs of the children they accommodate, as they have not obtained and scrutinised all background information sufficiently. This has resulted in a child moving from the home in an unplanned way.

p.1

Summary of findings

Staff do not receive specialised training in line with the children’s needs.

p.1

Summary of findings

Risk assessments do not provide the necessary information to inform staff of the incidents that have increased risks.

p.1

Summary of findings

Leaders and managers are aware of the work needed to develop and improve. Inspection report for supported accommodation provider: B&H Call Limited 2

p.1

Overall experiences and progress of children

Senior managers do not have an effective process to ensure that they fully understand the needs of children before they move into the home. Although some children have made positive moves from the home, another child moved on in an unplanned way due to managers’ poor information-gathering and decision-making. This is an area that the manager has identified needs improvement.

p.2

Overall experiences and progress of children

Staff do not always have the skills to build positive relationship with children to help them provide good levels of support. Some children have trusting relationships with staff and engage with the support offered. However, this is not consistent. At the time of the inspection, a child raised concerns about not being listened to, and that staff were not responding effectively to his worries about another resident.

p.2

Overall experiences and progress of children

Leaders and managers are committed to providing the right atmosphere and environment for the children. The accommodation is welcoming and friendly. Initiatives such as sharing a meal on Sunday and staff accompanying children on monthly trips to the hairdressers help develop positive relationships.

p.2

Overall experiences and progress of children

Staff support children to attend education, training or employment. When children struggle to engage in education, the staff work with the college to help them to re- establish regular attendance. This helps children to understand the importance of education.

p.2

Overall experiences and progress of children

External professionals involved in the children’s lives give mixed feedback. One child was described as becoming more mature, due to staff support and guidance. Another social worker commented on the good relationships developed between a child and the staff. Some social workers described previous concerns about the provider’s communication and engagement with professionals. However, they reported that this has since improved. For example, there had been delays in reporting incidents to the out-of-hours social work team. The provider now informs professionals immediately and provides daily reports to social workers about their child.

p.2

How well children are helped and protected

Leaders and managers learn from previous safeguarding incidents. They have improved their safeguarding processes and ensure that an external professional completes safeguarding investigations. However, they have failed to notify Ofsted of serious incidents that have occurred. This prevents Ofsted having oversight of how the provider responds to these situations to protect children from harm.

p.2

How well children are helped and protected

Leaders and managers use regular staff meetings to review safeguarding issues concerning children. These meetings are effective in ensuring a consistent approach. However, some risk management plans did not give enough detail regarding recent incidents and the risks to children. In addition, support plans were not updated in response to emerging risks. Inspection report for supported accommodation provider: B&H Call Limited 3 Children’s behaviours are mostly managed well by staff. However, managers accommodated a child for whom supported accommodation was not suitable. They failed to gather information about his risks to ensure that these matched the skills of their staff. Consequently, the staff struggled to de-escalate behaviours and protect the wellbeing of all the children in the home.

p.2

How well children are helped and protected

Leaders and managers do not maintain safe procedures to reduce the risk of fire. A fire risk assessment identified areas needing to be addressed, which were signed as completed. However, one action remained outstanding, potentially compromising the children’s safety in the event of a fire.

p.3

How well children are helped and protected

Following incidents of children going missing from home, staff engage in useful discussions with them to help them understand the dangers they may face in the community, the importance of sharing their location with staff and how to stay safe. When children are unable to get home, managers provide transport to ensure that they return home safely.

p.3

The effectiveness of leaders and managers

Leaders and managers have systems in place to monitor, review and evaluate the service and outcomes for children. However, they do not include feedback from children, staff and stakeholders when completing the quality review. Managers are developing their use of a database system and new recording templates to improve monitoring processes and evidence the staff support for children. These changes are in their infancy and further time is required to embed them in practice.

p.3

The effectiveness of leaders and managers

Leaders and managers do not provide support in line with the provider’s statement of purpose. For example, they state that they provide workshops to help children to develop their independence skills and employ tracking systems to measure progress against set objectives. However, they were unable to evidence how this is done.

p.3

The effectiveness of leaders and managers

Leaders and managers do not have a workforce plan to identify the knowledge, skills and experience of the staff, identify any gaps and how to address these and manage performance-related concerns. Staff undertake training to improve their skills and to deliver better support to children. However, there is a gap in staff’s understanding of the support needs of children who have experienced trauma, self- harm or suicide ideation.

p.3

The effectiveness of leaders and managers

Senior managers receive regular supervision; however, the sessions are not impartial or constructively challenging. They do not allow managers to reflect on their own practice, that of their staff or the needs of the children. This hinders their ability to explore ways to develop their own skills and the wider organisation.

p.3

The effectiveness of leaders and managers

Leaders and managers follow safer recruitment processes. They ensure that all required checks are completed before staff start work. As a result, children are supported by suitable individuals. Inspection report for supported accommodation provider: B&H Call Limited 4

p.3

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.

p.4

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.

p.4

Requirement Due date

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

p.4

Requirement Due date

lead and manage the supported accommodation undertaking in a way that is consistent with the ethos, and delivers the outcomes, set out in the undertaking’s statement of purpose. (Regulation 4 (1) (2)(a)) 4 May 2026

p.4

Requirement Due date

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

p.4

Requirement Due date

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

p.4

Requirement Due date

comply with all relevant statutory provisions dealing with health and safety or fire safety matters. (Regulation 6 (1) (2)(x)) 4 May 2026

p.4

Requirement Due date

The support standard is that children receive individual and tailored support that meets their needs.

p.4

Requirement Due date

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

p.4

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; 4 May 2026 Inspection report for supported accommodation provider: B&H Call Limited 5 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)(b)(c))

p.4

Requirement Due date

The registered person must compile, in relation to the supported accommodation undertaking, a plan (“the workforce plan”) which covers the following matters in respect of the recruitment and employment of all staff—

p.5

Requirement Due date

the experience and qualifications of managers and other staff, and any further training required for those managers and staff;

p.5

Requirement Due date

the processes and timescales for staff to complete induction, probation and core training, including in safeguarding and health and safety;

p.5

Requirement Due date

the process for managing and addressing poor performance; the process and timescales for supervision and monitoring of staff. (Regulation 10 (1)(a)(b)(c)(d)(e)) 4 May 2026

p.5

Requirement Due date

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

p.5

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;

p.5

Requirement Due date

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

p.5

Requirement Due date

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

p.5

Requirement Due date

there is any other incident relating to a child which the registered person considers to be serious. (Regulation 27 (3)(a)(b)(c)(f)) 4 May 2026 Inspection report for supported accommodation provider: B&H Call Limited 6

p.5

Recommendations

 The registered person should ensure that staff have the knowledge and skills to meet the specific needs of the children living in the accommodation, including respecting their individual characteristics and culture. They should be able to demonstrate to Ofsted at inspection the impact of staff training on the quality of provision and the experiences of children in the setting. (‘Guide to the Supported Accommodation Regulations, including Quality Standards’, page 51)  The registered person should have systems in place so that all staff, including the registered service manager, receive supervision of their practice from a suitably skilled and experienced professional, which allows them to reflect on their practice and the needs of the children accommodated in the setting. (‘Guide to the Supported Accommodation Regulations, including Quality Standards’, page 51)  The registered person should carry out a review that focuses on the quality of

p.6

Recommendations

support provided by the service and the experiences of children living in each of the provider’s settings, looking at the impact the support is having on outcomes and improvements for the children. It should include feedback from children, staff, the accommodating authority and any other relevant persons. (‘Guide to the Supported Accommodation Regulations, including Quality Standards’, page 62) Inspection report for supported accommodation provider: B&H Call Limited 7

p.6

Supported accommodation provider details

Registered provider address: 12 Toronto Road, Bulford, Salisbury SP4 9FN

p.7

Supported accommodation provider details

Registered service manager: Herman Abboah

p.7

Inspector

Suzy Lemmy, Social Care Inspector Inspection report for supported accommodation provider: B&H Call Limited 8 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.

p.7

Inspector

If you would like a copy of this document in a different format, such as large print or Braille, please telephone 0300 123 1231, or email enquiries@ofsted.gov.uk . You may reuse this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. To view this licence, visit www.nationalarchives.gov.uk/doc/open-government-licence , write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gsi.gov.uk .

p.8

Inspector

Interested in our work? You can subscribe to our monthly newsletter for more information and updates: http://eepurl.com/iTrDn .

p.8

Inspector

T: 0300 123 1231 Textphone: 0161 618 8524 E: enquiries@ofsted.gov.uk W: www.gov.uk/ofsted

p.8