Each resident is allocated a key worker who maintains weekly contact with parents or carers. Weekly key working sessions are an opportunity for the young person to have a one to one discussion about any issues, worries, positive improvements or changes that they would like to make to their residential house or circumstances. They also enable the young person to have input into their care plan and to express their views and preferences about their placement at St. John’s.  On other occasions, a key working session will simply be about having some focused one to one time doing something that the young person enjoys.

Parents and carers can contact their young person or members of the staff team via telephone or email as often as they wish. They also receive weekly reports (which are sent out on a fortnightly basis).  Young people have free access to computers and telephones and are encouraged to maintain contact with parents, carers and significant others as frequently as they choose. Visits and trips out are also welcomed.

Handovers are carried out with education & medical staff at the beginning and end of each day.  This information is relayed to parents & carers via the weekly contact with key workers.

There is a robust complaints procedure in place for both residents and their carers to use should they need to.  This is well published in the houses and in the statement of purpose (hyperlink to statement of purpose pdf download).