Q: Will the residence be un-staffed at any time?

No. We ensure at least one member of staff will be available at the premises 24 hours a day, 7 days a week.

Q: What staff and residents can do if they would like to give feedback on the service or they are not happy with the services they expect? 

Outreach Homes takes pride in the quality service we deliver to our young people. We ensure our staff are regularly monitored and undergo specific training to accommodate the needs of all residents. Due to our predominantly lone working model, we have an open and honest relationship between the young people, our staff, and the company itself, and encourage regular communication with any concerns or feedback. We, in addition, have a thorough Complaints Policy and Procedure, and we welcome the opportunity to discuss any dissatisfaction with our service. We also have a feedback system whereby both staff and residents can submit their feedback into a ‘feedback’ box and have the option of leaving their comments anonymously. 

Q: What do I do if I would like to give feedback on the service or if I am not receiving the service I expect?

Outreach Homes is focused on building a strong relationship with the placing authorities and therefore encourage them to raise any concerns around placements or performance of our staff. Due to the vulnerability and risks associated with the young people and services we provide, it is important we hear feedback on lone working staff. We appreciate any feedback or concerns being raised immediately so that we can ensure all pertaining issues are addressed instantaneously, whilst not impacting the delivery of the programme. 

Q: Is this a secure unit, are residents allowed free access in and out at all times? 

This is a secure 24-hour unit, with CCTV throughout and a key provided to each resident for entry. The staff on shift will monitor all entries/departures. We will enforce curfews to each resident (based on the established needs of the young person) and ensure there is a limit to the number of guests at any time, as well as a cap on their visiting times. 

Q: How much of the support is offered on a one-to-one basis? 

This is dependent on the needs of the young person, following a rigorous assessment of their background, behaviour patterns, needs and risks. However, in our basic package we offer every young person a minimum of one hour talking therapy per week. We find this imperative, as it gives our residents an opportunity every week to examine past and present feelings and experiences, enabling more self-awareness, and a capability to navigate emotions with increased clarity and understanding. This is something we feel is there is a lack of with young people in these environments. 

Further to this, we ensure every young person is subject to a minimum of 10 hours of 1-1 support per week, as well as the opportunity to seek additional support at any time. There will also be regular communal activities and workshops scheduled on a weekly timetable, available to all residents. 

Please do not hesitate to get in contact if you have any further questions.