Our Homes
Our single, dual, three, and four bed homes provide a supported, nurturing and caring environment for children experiencing emotional and behavioural difficulties, complex health and learning disabilities aged between 8 and 18 years of age. The flexibility of our provision allows us to have a child-centred approach to meeting their needs.
All our homes are presented to a high standard and are meticulously crafted to meet the unique needs of each child.
We work with parents and families who we recognise to be our partners in providing care, learning, development and safeguarding the children in our homes.
Our therapist(s) provides support and ongoing learning for our staff to promote a trauma informed approach to their practice and recognise the importance of nurturing a trusting relationship with those that care for them. We aim to work seamlessly with our multi-agency partners to promote every child’s health, education, and social needs.
At Illuminate Care Group we recognise that every child matters. We support them to explore new activities and hobbies, integrate within community activities and learn important life skills. We recognise that alongside safeguarding children, our responsibility is to prepare them for their future and we have a strong outlook on preparing them for reunification with their family or in preparing them to progress through our wider services to achieve independence.
Link to Family Lives - For help and advice
Complaints and Compliments at Illuminate Care
At Illuminate Care, we want everyone to feel safe, listened to, and respected.
You have the right to say when something isn’t right — and also to tell us when something’s gone well!
💬 Making a Complaint
A complaint means telling us you’re unhappy about something — big or small.
It could be about:
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How you’re treated by staff or another young person
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Decisions that affect you
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Your room, food, or activities
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How rules are used
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Anything that makes you feel upset, unsafe, or unfairly treated
You can complain at any time. You will never get into trouble for speaking up.
👂 How to Make a Complaint
You can:
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Tell any staff member, your Key Worker, or the Registered Manager
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Write it down and put it in the Complaints Box
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Send a message or email if you prefer writing to talking
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Ask someone else (like a parent, social worker, advocate, or friend) to complain for you
If you tell a staff member, they will:
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Listen carefully to you.
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Take your complaint seriously.
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Write down what you’ve said.
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Help you understand what happens next.
⚙️ What Happens Next
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We’ll look into your complaint quickly (normally within 7 days).
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You’ll be told what we find out and what we’ll do to fix things.
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If it takes longer, we’ll tell you why and keep you updated.
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If you’re not happy with the outcome, you can ask for it to be looked at again by a Senior Manager or Responsible Individual.
If you still aren’t happy, you can also contact:
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Your Social Worker
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Ofsted (the people who check children’s homes)
📞 0300 123 1231
✉️ enquiries@ofsted.gov.uk
📬 Ofsted, Piccadilly Gate, Store Street, Manchester, M1 2WD -
Advocacy Services (we can help you contact them)
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Children’s Commissioner for England (0800 528 0731)
💖 Giving a Compliment
We also love to hear when things go right!
You can give a compliment when:
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A staff member has helped you
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You’ve had a good experience or fun activity
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You’ve seen something kind or fair
You can tell your key worker, write it down, or pop it in the Compliments Box.
We’ll share compliments in meetings and celebrate them with staff — and thank you for sharing something positive.
🛡️ Your Rights
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You have the right to be listened to and treated fairly.
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You can make a complaint without fear or worry.
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You can get help writing or explaining your complaint.
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We will treat everything confidentially (but if you or someone else is unsafe, we may need to tell someone who can help).
💡 Remember
Speaking up helps us make Illuminate Care better for everyone.
Whether it’s a complaint or a compliment — your voice matters.
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Our Team.
Our Team at Illuminate Care
At Illuminate Care, we have a caring and skilled team of people who are here to support you every day. Our staff come from lots of different backgrounds — teaching, health and social care, therapy, and youth work — but we all share one goal: to help you feel safe, respected, and understood.
Everyone who works here is trained in trauma-informed care and Therapeutic Crisis Intervention (TCI), which means we focus on listening, calming, and helping you manage feelings safely. Some of our team are also trained in CBT, counselling, music therapy, and life skills, so we can support you in different ways.
You’ll have your own Designated Person who gets to know you, listens to you, and helps with your goals and plans. Our managers make sure everything runs smoothly, and our support staff work together to keep your home welcoming, comfortable, and safe.
We believe in teamwork — we support each other just like we support you. At Illuminate Care, you’ll always have someone ready to listen, guide, and celebrate your achievements with you.
Emma - Registered Manager
Tammy - Deputy Manager