Children's Home run by Holywell Children’s Services Limited in Lancashire

Inspection report for children’s home: 2519196 1 Registered provider: Holywell Children’s Services 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 and managed by a private provider. It is registered to provide care for up to 2 children who may experience social and emotional difficulties and/or special educational needs and/or disabilities.

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Information about this children’s home

The manager registered with Ofsted in July 2021.

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Information about this children’s home

At the time of this inspection, one child was living at the home. Inspectors were unable to speak with the child; they were away from the home and uncontactable during the inspection.

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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 requires improvement to be good

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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: requires improvement to be good

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requires improvement to be good

Enforcement action since last inspection: none Inspection report for children’s home: 2519196 2

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Inspection date Inspection type Inspection judgement

08/07/2025 Full Requires improvement to be good 12/03/2025 Full Inadequate 03/10/2023 Full Good 29/06/2022 Full Good Inspection report for children’s home: 2519196 3

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Summary of findings

Prior to this inspection, Ofsted received concerns about staff conduct, relationships between staff and the child, and whether the child's views were listened to and acted on. These concerns were explored during the inspection.

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Summary of findings

The registered manager recognises that the home remains on an improvement journey. Since the last inspection, improvements have been made, including the introduction of reflective sessions to help staff develop their practice and improve the quality of care provided to the child. However, shortfalls remain in safeguarding practice and the leadership and management of the home. These shortfalls continue to impact on the child’s experiences and progress.

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improvement to be good

Relationships between the child and staff are variable. The child has meaningful and trusting relationships with some staff. However, relationships with others are strained. Staff encourage relationship building with the child through enjoyable home and community-based activities.

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improvement to be good

The child's views are not consistently captured, listened to or acted on by staff. Records relating to the child's experiences show that a recent key-work session recorded the child saying, 'staff have broken trust'. The child's social worker said that the child feels they are not being heard. Records do not consistently capture the child's views about their care or demonstrate that concerns raised by the child are consistently explored by leaders and managers. This does not help the child to feel valued or confident that meaningful action will be taken in response to their concerns.

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improvement to be good

The child’s bedroom reflects their individuality. However, maintenance repairs are required. Communal areas of the home are clean, tidy and well decorated. Internal areas are appropriately furnished. However, there is no outdoor seating available for the child to enjoy the warmer months. Additionally, glass in one kitchen door needs replacing with safety glass to reduce the risk of injury.

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improvement to be good

The child is making progress in their educational engagement. When barriers to attending education arise, the manager works with external professionals to find a solution that meets the child’s educational needs. As a result, the child accesses tutoring in the home and completes worksheets provided by staff.

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improvement to be good

The child’s health needs are well supported. Staff have a good understanding of the child’s specific needs and provide equipment to support them when needed. Staff educate the child on the importance of attending routine appointments and discuss sensitive topics to maintain good health. Conversations are completed with care and Inspection report for children’s home: 2519196 4 understanding and are helping the child to develop positive strategies and improved personal hygiene and self-care.

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improvement to be good

Prior to the child moving into the home, the registered manager completed an assessment of the child’s needs and known risks. However, the manager did not fully consider the skills and experience of the staff team, the safeguarding measures required to mitigate risk or clearly record the rationale for decision-making. As a result, managers did not fully evaluate whether staff could safely meet the child's needs.

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improvement to be good

Managerial responses to allegations and complaints are inconsistent. Leaders and managers responded effectively to one complaint and clearly recorded their decision making. However, they did not identify or acknowledge two allegations. They did not investigate the concerns or inform safeguarding professionals in line with safeguarding policy.

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improvement to be good

Staff confidently describe actions they would take in response to a range of safeguarding concerns. There are helpful step by step guides for staff and procedures are discussed in staff supervision. Following any incidents, the manager provides opportunities for staff to reflect on their practice. This helps staff to consider what works well and develop strategies to support the child during periods of distress. However, records of incidents do not always include detailed actions taken by staff to de-escalate the situation. While managers have addressed this, there is limited improvement in the quality of recording.

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improvement to be good

The child’s online safety is not always effectively monitored by staff. The child is highly vulnerable to the risk of exploitation online and in the community. While there are restrictions to over 18 materials applied to the home’s Wi-Fi system, there is limited monitoring of the child’s devices by staff. This does not ensure that staff are fully aware of the child’s activity when online.

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improvement to be good

Staff take proactive steps to maintain contact with and locate the child when they are missing from home. Managers and staff work effectively with the police, both locally and in the child's home area, as well as with the child's wider network, to support their safe return. However, staff do not always promptly share information about the child's last known location and associates with the police. This can delay efforts to locate the child and increase the risk of the child remaining missing for longer than necessary.

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improvement to be good

Staff use rewards, de-escalation techniques and consequences to manage the child’s behaviour. There have been no incidents of staff holding the child. However, consequences implemented do not consistently provide opportunities for restorative work with the child or directly relate to the behaviour displayed. Timescales for ending or reviewing restrictions are not always provided to the child. Inspection report for children’s home: 2519196 5

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The effectiveness of leaders and managers: requires improvement to be good

The registered manager is qualified, experienced and demonstrates a commitment to improving the quality of care provided to children. He uses feedback from the independent person to identify areas for improvement. The manager recognises the home's areas for development and reflects on the progress it is making.

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The effectiveness of leaders and managers: requires improvement to be good

Monitoring and review systems have improved since the last inspection. Managers now provide oversight of key records and have introduced opportunities for staff to reflect on their practice. However, these changes are having limited impact, particularly on the quality of record-keeping. Records do not consistently provide managers with the information they need to evaluate staff practice, identify shortfalls and drive improvement.

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The effectiveness of leaders and managers: requires improvement to be good

Professionals say that the manager communicates well, attends regular meetings and shares information about the care of the child. The child’s social worker highlights their progress in education, emotional regulation and a reduction in incidents of missing from home. However, concerns have been raised about the child’s relationships with staff and their views not being consistently heard or effectively acted on.

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The effectiveness of leaders and managers: requires improvement to be good

Leaders and managers notify the regulator when there is a serious incident. However, on two occasions, this was delayed. This prevents the regulator from having prompt oversight to ensure that children are effectively safeguarded.

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The effectiveness of leaders and managers: requires improvement to be good

Staff describe the management team as approachable and supportive. They say they enjoy working at the home and supporting the child. Staff report that learning and development opportunities are relevant and help them meet the child's needs. They complete a range of courses, including learning that is specifically tailored to the child's individual needs.

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The effectiveness of leaders and managers: requires improvement to be good

Staff receive regular supervision and attend team meetings. Supervision focuses on staff well-being, reflective practice and support for the child. Managers provide advice and guidance to help staff manage challenges, improve their practice and strengthen recording. Supervision discussions also consider staff development and future aspirations. Inspection report for children’s home: 2519196 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 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

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

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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; and

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that the home's day-to-day care is arranged and delivered so as to keep each child safe and to protect each child effectively from harm. (Regulation 12 (1) (2)(a)(i)(iii)(v)(b))

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Requirement Due date

The registered person must ensure that all incidents are accurately recorded and include detailed actions taken by staff to prevent escalation.

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Requirement Due date

Specifically, the registered person must ensure that risks for children are appropriately assessed and evaluated to identify whether staff can meet their needs safely. Additionally, risk assessments must include detailed guidance for staff on actions they should take to safeguard children, including when accessing the internet.

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Requirement Due date

In Particular, the registered person must ensure that staff share significant information timely when children go missing from the home, including last known locations and details of peers to support in locating and returning children safely home. 4 October 2026 Inspection report for children’s home: 2519196 7 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

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

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

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research and developments in relation to the ways in which the needs of children are best met;

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

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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)(f)(g)(i)(ii)(h))

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Requirement Due date

The registered person must evaluate the impact that management oversight, lessons learned and reflective practice is having on staff practice and take action to effectively improve practice. 4 October 2026

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

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develop positive relationships with them;

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take their views, wishes and feelings into account in relation to matters affecting the children's care and welfare and their lives. 4 October 2026 Inspection report for children’s home: 2519196 8 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

help each child to express views, wishes and feelings;

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help each child to understand how the child's views, wishes and feelings have been taken into account and give the child reasons for decisions in relation to the child;

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regularly consult children, and seek their feedback, about the quality of the home's care; and

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is enabled to provide feedback to, and raise issues with, a relevant person about the support and services that the child receives; and

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ensure that an explanation is given to each child as soon as reasonably practicable after the child's arrival about—

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how to make a complaint or representations in relation to the home or the care the child receives and how any such complaint or representations will be dealt with.

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(Regulation 7 (1)(a)(b)(c) (2)(a)(i)(ii)(iii)(iv)(b)(i)(d)(ii))

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The registered person must ensure that children are consistently encouraged to share their views and when shared, effective action is taken to listen to and act upon their views.

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Requirement Due date

Subject to paragraph (6), the registered person must establish a procedure for considering complaints made by or on behalf of children.

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Requirement Due date

In particular, the procedure must provide that no person who is the subject of a complaint takes any part in its consideration or investigation, except at the informal resolution stage if the registered person considers it appropriate. 4 October 2026 Inspection report for children’s home: 2519196 9 The registered person must ensure that a record is made of any complaint, the action taken in response, and the outcome of any investigation.

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The registered person must ensure that no child is subject to any reprisal for making a complaint or representation. (Regulation 39 (1) (2) (3) (4))

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Requirement Due date

Specifically, the registered person must ensure that complaints are effectively acknowledged, recorded and investigated to consider concerns raised. Additionally, referrals to relevant safeguarding professionals are completed where required and the complainant is provided with an outcome to any investigation.

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The registered person must prepare and implement a policy ("the behaviour management policy") which sets out—

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how appropriate behaviour is to be promoted in the children's home; and

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the measures of control, discipline and restraint which may be used in relation to children in the home.

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within 24 hours of the use of a measure of control, discipline or restraint in relation to a child in the home, a record is made which includes—

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a description of the measure and its duration;

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the effectiveness and any consequences of the use of the measure; and

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within 48 hours of the use of the measure, the registered person, or a person who is authorised by the registered person to do so ("the authorised person")—

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has spoken to the user about the measure; and

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has signed the record to confirm it is accurate. (Regulation 35 (1)(a)(b) (3)(a)(iv)(vii)(b)(i)(ii))

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Requirement Due date

Specifically, the registered person must ensure that any consequences implemented for children are relevant to the behaviour displayed, restorative and clearly identify timescales for completion or review. 4 October 2026 Inspection report for children’s home: 2519196 10 The quality and purpose of care standard is that children receive care from staff who—

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Requirement Due date

understand the children's home's overall aims and the outcomes it seeks to achieve for children; and

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

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

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understand and apply the home's statement of purpose;

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ensure that the premises used for the purposes of the home are designed and furnished so as to—

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(Regulation 6 (1)(a)(b) (2)(a)(b)(c)(i))

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Specifically, the registered person must ensure that children are provided with a safe and homely environment, ensuring that any required maintenance is completed without delay. 4 October 2026

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Recommendations

 The registered person should have a system in place so that all serious events are notified, within 24 hours, to the appropriate people. The system should cover the action that should be followed if the event arises over a weekend or public holiday. Notifications should include details of the actions taken by staff in response to the event. (‘Guide to The Children’s Homes Regulations, including the quality standards,’ page 62, paragraph 14.13)

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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: 2519196 11

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Children’s home details

Registered provider: Holywell Children’s Services Limited

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Children’s home details

Registered provider address: Dalton House, 9 Dalton Square, Lancaster LA1 1WD

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Inspectors

Leanne Carr, Social Care Inspector Renée Sims, Social Care Inspector Inspection report for children’s home: 2519196 12 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

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

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