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Kalo Living
Safeguarding & Complaints

Protecting children. Promoting
safety.
Listening to
every voice.

Our Commitment to Safeguarding

At Kalo Living, safeguarding is at the heart of everything we do. Every child has the right to feel safe, protected, and respected and it is our absolute duty to make sure that happens. We operate with a zero-tolerance approach to harm, abuse, neglect, or exploitation in any form.
Our safeguarding culture is not just about policies it’s about people. Every staff member, from support worker to senior leader, is trained, supervised, and supported to act swiftly and confidently to protect children.

Our Safeguarding Principles

The child always comes first

Every decision we make starts with the child’s safety, dignity, and best interests.

Prevention is protection

We create safe, well-managed environments that minimise risk through vigilance, consistency, and reflective practice.

Everyone is responsible

Safeguarding is everyone’s duty from staff to visitors, contractors, and partners.

We act, not wait

Concerns are reported immediately, never delayed. We follow clear escalation routes and work closely with local safeguarding partners.

We listen and believe

Children’s voices are central to everything we do. We ensure they always know who to talk to and that they will be heard, taken seriously, and supported.

The child always comes first

Every decision we make starts with the child’s safety, dignity, and best interests.

Prevention is protection

We create safe, well-managed environments that minimise risk through vigilance, consistency, and reflective practice.

Everyone is responsible

Safeguarding is everyone’s duty from staff to visitors, contractors, and partners.

We act, not wait

Concerns are reported immediately, never delayed. We follow clear escalation routes and work closely with local safeguarding partners.

We listen and believe

Children’s voices are central to everything we do. We ensure they always know who to talk to and that they will be heard, taken seriously, and supported.

How We Keep
Children Safe

Our safeguarding framework includes:
  • Comprehensive Safer Recruitment processes, including enhanced DBS checks and full reference verification for all staff and contractors.
  • Mandatory safeguarding training for all staff on induction and annually thereafter.
  • Clear reporting lines, so every concern is logged, escalated, and acted upon.
  • Safeguarding supervision and reflective practice to strengthen staff confidence in managing risk.
  • Partnership working with social workers, police, schools, and safeguarding boards.
  • Behaviour support and risk management systems that prioritise de-escalation and emotional safety.
  • Incident reporting, audit, and review systems to ensure learning and accountability.

Each home has a Designated Safeguarding Lead (DSL) and a Deputy DSL, who oversee day today safeguarding practice and ensure all concerns are managed appropriately.

Reporting
Concerns

If you have a concern about a child or young person staying in one of our homes, please contact us immediately.
Call: +44 5689 586
Email: support@kalo.com

You can also raise concerns directly with:
  • Torbay Safeguarding Children Partnership – [Insert link or contact number]
  • Ofsted – 0300 123 1231
If a child is in immediate danger, call 999. We encourage staff, families, and members of the public to speak up if they are ever worried about the safety or wellbeing of a child no matter how small the concern may seem.

Whistleblowing

Kalo Living operates a clear and open Whistleblowing Policy. All staff, professionals, and visitors have the right and responsibility to report any concern about unsafe, unethical, or poor practice without fear of retaliation.
Concerns can be raised directly with:
  • The Responsible Individual Ofsted
  • (whistleblowing@ofsted.gov.uk / 0300 123 3155)
  • Local Safeguarding Authority
We take whistleblowing extremely seriously and guarantee full confidentiality and protection for anyone who raises a legitimate concern.

Complaints and Feedback

We welcome feedback positive or negative —as an opportunity to learn and improve.
If you’re unhappy with something, we want to put it right quickly, fairly, and transparently.
You can make a complaint by:
Emailing complaints@kaloliving.co.uk
Calling [Insert main contact number]
Writing to: Kalo Living, [Insert address]
We will:
  • Acknowledge your complaint within 48 hours.
  • Conduct a full investigation and respond within 28 days.
  • Keep you informed throughout the process.
  • Share the outcome clearly and respectfully.
If you’re not satisfied with the outcome, you can escalate your concern to:
  • The Responsible Individual at Kalo Living.
  • Ofsted (children@ofsted.gov.uk / 0300 123 1231).
  • The Local Authority Designated Officer (LADO).

Children’s Right to Complain

Children living in our homes are supported and encouraged to raise any concern or complaint, big or small.
We make sure they always know:
  • Who they can talk to inside the home.
  • How to contact Ofsted, their social worker, or an advocate.
  • That they will never get in trouble for speaking up.
Every home has a “Children’s Voice” board and feedback box, as well as one to one keywork sessions where they can share their thoughts safely and privately.

Learning and Improvement

Every complaint, safeguarding alert, and piece of feedback is reviewed as part of our continuous improvement framework.
We use these opportunities to:
  • Identify trends and address training needs.
  • Strengthen communication and accountability.
  • Share lessons learned across all homes.
  • Ensure transparency with local authorities and Ofsted.

A Safe Culture,
Every Day

“Safeguarding isn’t something we do once it’s something we live, every day.” Kalo Living is built on trust, safety, and respect. We protect children through culture, vigilance, and care and we remain relentlessly committed to making sure that every child in our home feels safe, valued, and believed.