The questions referring professionals ask most.

We accept referrals from Local Authorities, Leaving Care Teams, social workers and Emergency Duty Teams. A referral must be submitted by the placing authority, with the relevant assessments, plans and supporting documentation.

Young people aged 16 to 18 who are looked after, care-experienced, homeless, vulnerable, or preparing for independent adulthood.

We deliver supported accommodation services across Greater London and surrounding areas, including shared accommodation, floating support, and self-contained studios or flats.

We do not publish a standard placement timescale, because the time taken depends on the referral itself. Before we accept a placement we review the available information, consult the referring social worker and other professionals, assess whether we can safely meet the young person's needs, consider the skills of the staff team, and complete an Impact and Compatibility Risk Assessment. The more complete the referral documentation, the faster we can give you an answer. Contact us with the details and we will tell you where we are with availability.

Yes. Where an emergency placement is requested and full consultation is not possible, we review the available information immediately, complete an initial risk assessment, and the Registered Service Manager must be satisfied the placement can be managed safely. Enhanced monitoring arrangements may be put in place, and a formal placement review is undertaken within 72 hours.

Where available: the Pathway Plan, Care Plan, risk assessments, Education, Health and Care Plan, health information, mental health assessments, Missing from Care information, exploitation risk assessments, Youth Justice information where applicable, and any safeguarding concerns or ongoing investigations.

We say so. Where we determine that we cannot safely or effectively meet a young person's needs, we work openly with the referring authority to identify a more suitable service, with the young person's welfare as the primary consideration. If concerns arise after admission that suggest the placement may not be suitable, we work with the placing authority to identify alternative arrangements.

Every placement includes safe accommodation with a private bedroom, an Initial Assessment and Support Plan aligned to the young person's statutory Pathway Plan, a named Key Worker, life skills and independence support, education, training and employment guidance, health registration and appointment support, emotional wellbeing support, and help to maintain family and community connections.

Each young person is allocated a Key Worker from within the support worker team. They take lead responsibility for coordinating support, building a positive relationship, monitoring progress, and acting as a consistent point of contact for the young person and for the professionals involved in their care.

A placement meeting is held within three working days of admission to agree the initial care plan. A placement review takes place approximately six weeks after admission. A comprehensive case review takes place monthly. LAC reviews take place at four weeks, at three months, and then every six months for the duration of the stay.

In our 24-hour units there is at least one staff member for every two young people during the day, and at least one member of staff on duty overnight with a waking night service available. Staff work as a multi-disciplinary team with a defined management structure, daily handovers, a computerised logbook and regular progress reports to the placing authority.

Yes. Wherever it is practical and safe, a young person can visit the accommodation, meet staff and other residents, view their room, learn about the local area and ask questions before a placement is agreed. They receive a Young Person's Guide explaining their rights, responsibilities, support arrangements, complaints procedures, safeguarding information and key contacts. House meetings are held monthly, and consultation continues through key working sessions.

Wherever it is safe and appropriate, yes. Young people are supported to maintain contact with family, friends and other significant people, to take part in family time and planned visits, and to stay connected by phone, video call and messaging. Restrictions are applied only where required by a court order, care planning arrangement, safeguarding concern or risk assessment. Visitors are welcome by prior agreement, must sign in and out, and visits normally take place in communal areas. Overnight visitors are not normally permitted in a shared living environment.

CCTV is installed in some shared and floating support homes. Social workers are informed before placement and written information about CCTV is included in the Licence Agreement. The only other electronic surveillance used is equipment for young people who are electronically tagged as part of a court-imposed sentence.

We contact the young person directly, then their last known location or the person they were meeting. If their whereabouts remain unclear the manager is alerted and the placing authority, parents where applicable and the director are notified. If the young person has not been located after an hour, the police are informed. Staff search the local area, assist the police with the missing person form and provide an up to date photograph. Every episode is recorded and included in the young person's review.

Reasonable boundaries are agreed on admission and form the basis of a code of conduct. Sanctions are designed to encourage reparation and restitution rather than punishment, and are applied consistently and fairly. No disciplinary action involves withholding personal finances such as pocket money, or essential care items such as food. Challenging behaviour is discussed with the young person, focusing on the underlying cause.

Straightforward concerns can be raised informally with staff or senior management. Formal complaints should ideally be made in writing to the Home Manager and are investigated within 7 days, with the complainant kept informed and given a written response. Local Authorities and other professionals can raise concerns on behalf of a young person. Full details are on our Complaints page.