The seven standards our service is built around.

Our commitment Leaders and managers continuously monitor and improve service quality through effective governance, quality assurance, and feedback from young people and stakeholders.

How we meet it

• The Nominated Individual provides strategic leadership, governance oversight and quality assurance across the organisation, and ensures the service complies with regulatory requirements and quality standards.
• The Registered Service Manager holds overall responsibility for day to day management, including safeguarding, staff supervision and development, placement matching and admissions decisions, quality assurance, and partnership working with placing authorities.
• A Deputy Service Manager, Senior Support Workers, Support Workers and named Key Workers complete a structure with clear lines of accountability and consistent communication.

Our commitment Young people are protected from harm, abuse, neglect, exploitation, radicalisation, criminal exploitation, county lines activity, and other safeguarding risks.

How we meet it

• We maintain a safe organisational culture. Everyone working with Guided Heights Care shares responsibility for providing a safe environment and for identifying young people who are suffering or at risk of harm.
• Safer recruitment applies to every appointment: enhanced DBS checks, verified qualifications and at least two satisfactory references, followed by a six month probationary period.
• A designated person is responsible for overseeing all safeguarding matters. Any suspicion or allegation of abuse is taken seriously and acted upon immediately.

Our commitment Young people receive individualised support that promotes emotional wellbeing, physical health, education, employment, and life skills development.

How we meet it

• Each young person has an Initial Assessment and Support Plan, aligned with their statutory Pathway Plan and developed jointly with the social worker and the young person.
• The plan sets out clear objectives, risk considerations and targeted interventions, and is reviewed through a comprehensive monthly case review.
• Staff are trained during induction in safeguarding, confidentiality, the rights of the service user, fire and health and safety, data protection, food hygiene, infection control, equality and diversity, and report writing, and receive supervision every six weeks.

Our commitment Young people live in accommodation that is safe, comfortable, welcoming, and appropriate to their needs.

How we meet it

• Accommodation is designed and maintained in line with Regulation 6 of the Supported Accommodation (England) Regulations 2023, so that it is safe, suitable and appropriate for the needs of children.
• Every young person has their own private bedroom, appropriately furnished and maintained to ensure privacy, dignity and personal space. Where the arrangement is ring-fenced shared accommodation, communal areas are of sufficient size and quality to support daily living and the development of independent living skills.
• Properties sit in established residential areas with access to local services, education, healthcare, public transport and community amenities.

Our commitment Young people develop and maintain positive relationships with family members, friends, professionals, and support networks where this is safe and appropriate.

How we meet it

• 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 telephone, video call and messaging where appropriate.
• Any restriction on contact is applied only where required by a court order, care planning arrangement, safeguarding concern or risk assessment.
• Staff balance a young person's right to family life and personal relationships with the responsibility to safeguard everyone living in the service.

Our commitment Young people are encouraged to express their views, wishes, and feelings and are supported to influence decisions affecting their lives.

How we meet it

• Consultation happens through key worker sessions, house meetings held monthly, and direct access to the manager, with concerns escalated to the staff team and senior management.
• Consultation is carried out in a way that is sensitive to religious, ethnic, cultural and linguistic needs, and an interpreter or advocate is provided where that is needed for effective communication.
• Young people can raise concerns, make suggestions or submit a complaint without fear of discrimination or negative consequences.

Our commitment Young people are prepared for adulthood through structured independence programmes covering budgeting, cooking, tenancy management, health, employment, education, and community participation.

How we meet it

• A personalised life and social skills checklist is created with each young person to prepare them for independent living.
• Practical support covers budgeting for food, bills, clothing and recreation, welfare benefits and forms, opening a bank account, shopping and meal preparation, laundry and domestic responsibilities, and kitchen, food and fire safety.
• Alongside this we support education, training and employment goals, health registration and appointments, and participation in leisure, sport and cultural activities.