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Smile Support And Care One2One Service

We are a registered, regional charity that, provides part-time and full time support to families with children and young adults with disabilities.  We personalise our support to the needs of the family, but most importantly the needs of the individual.  We strive to help children and young people to reach their full potential.  Most of all, we make it possible for families to enjoy quality time together.

Who to contact

023 8061 6215
KIDS Smile Centre
Social Media

Location: In the home setting or in the community.

Date/time: as agreed with your chosen provider.

If you are not accessing the One2One service and you would like to do so, please contact the Buzz Network Co-ordinator, Julie Le Marquand on 023 8083 3014 or email at

Where to go

Search Ltd
Unit 3
SO50 6RR
Children's Centre Areas

Other Details


Cost: The Buzz Network pays for the support worker's time, however if any activities are accessed or transport is provided, then parents/carers will need to pay for this.


Age Ranges
From 0 years 0 months to 19 years 0 months
Referral Details

Age range: 0-19 years.

Disabilities supported: for all children with disabilities or special needs, including those with complex health needs.

Any Other Notes

Transport: Providers usually offer transportation, but this is charged. Where applicable, car child seats should be provided by parents or carers.

If you are not accessing the One2One service and you would like to do so, please contact the Buzz Network Co-ordinator, Julie Le Marquand on 023 8083 2060 or email at

Local Offer

Local Offer Age Bands
Secondary (11-16 years)
Primary (4-10 years)
Early Years (0-4 years)
Transitions to Adulthood (16+)
Needs Level
SEN Provision Type

Service Provider Extended Local Offer Response

What does your service do?

Smile provides choice and flexibility when supporting children, young people and their families. Our friendly staff support a range of interesting, stimulating activities which help young people with special educational needs and disabilities achieve their potential. Smile has been working in this way and refining its support for 20 years. We believe children should be enabled and encouraged to have fun and enjoy their chosen activities.

Smile supports many children and young adults to take part in day to day activities including attending school, clubs and holiday activities. Our staff help with all associated tasks such as dressing, personal care and specific health care needs, often supporting the work of physiotherapists and other professionals.  Smile's support is mostly home based, although our staff also support children and young adults to access the wider community (including schools and colleges).

Support can be for as little as an hour a week or 24 hours a day for complex conditions.

Our staff are able to provide support on a one-to-one or two-to-one basis, and are happy to accompany family groups as required.

Where is it located and what areas does it cover?

We currently work across the whole of Southampton.

Most of our staff are drivers and are insured to transport young people if required.

Who does your service provide for?

Smile supports children and young adults from birth to 19 years. Our experienced and well trained staff have supported all types of disabilities from the most complex life limiting conditions to milder forms of learning disability; however, we regret we are currently unable to support severe challenging behaviour. Recently we have been supporting an increasing number of technology-dependent young people.

We will always arrange to visit you before support begins so you can be certain that we understand what you need. From this first meeting, our staff then begin developing an individual support plan and risk assessment which takes into account the needs and choices of the child / young person to be supported.

We have expertise in delivering support tailored to the individual and take great care in matching our staff to service users.

How can I start using the service?

There are two simple ways that you can start using our service.

1)     Referral - Most of the people that use our service are referred to us by Southampton City Council – Children’s Services (through the Buzz Network). In these cases most people do not need to pay for the service. You can contact the Buzz Network coordinator on 023 8083 3014.

2)     Directly - If you are not eligible for support from the City Council then you can make direct contact with our office, either by:-

-          Phone: 023 80652669

-          Email:

We will be pleased to assist and answer your questions.

Whilst most of our services are charged for you can use your Personal Budget or Direct Payments. For example we can help if you decide to 'top up' your funded support by paying for extra hours privately.

Our friendly staff will be happy to discuss the likely charges, which will depend on factors such as the time of day and level of support.

Some of the services we provide are extremely popular and there are sometimes waiting lists; therefore it is always worth contacting us to check on availability.

How are decisions made about who can use your service?

Smile has a policy of being open and transparent in the way it makes decisions. Sometimes decisions about funding for accessing our services are made by other agencies; however, they also have a duty to be open and accountable to you for their decision making.

Where we are able to provide services, the family will receive a personal visit to agree the type of support. Should we be unable to provide a service immediately we will explain the reasons to you and keep you informed as to what is happening.

If at any time you are uncertain as to what is happening please contact us and we will do our best to sort things out.

How do you communicate with service users and how are they involved in decision making/planning?

The priority for Smile is to ensure that service users are actively involved in deciding and even changing the support plan. We always ensure their views are taken into account, and will use specialist communication systems where needed. These can include:

  • Picture Exchange Communication System (PECS), a form of communication using a picture-pointing system
  • Makaton, an adapted version of sign language that is widely used by people with learning disabilities alongside speech
  • Other forms of sign or body language that help with communication
  • We also have access to translation services for service users whose first language is not English.

Smile is committed to helping its service users to have fun and achieve their full potential. Feedback is an important part of developing our service and ensuring the service achieves what we agreed.

We regularly communicate with families via email, telephone and face-to-face contact to ask you how things are going, and once a year you will receive a questionnaire where you can tell us how we have been doing.

We operate a Quality Management System to help continually improve our service.  

Is your service fully accessible?

Smile provides all of its support either in your own home or the community. We can often liaise with other providers, e.g. leisure centres, to ensure that planned activities are accessible.

Please feel free to contact us to discuss your specific needs and we will work with you to resolve any access issues.

For some service users we are able to provide our support plans in symbol form, or have them translated for you.

We are aware that for some people, routine and continuity are very important and we will try to ensure that the same staff form a professional relationship which meets the individual’s needs. 

What training are the staff supporting children and young people with SEND had or are having?

Smile has supported children and young people with complex health needs, physical disabilities, learning difficulties and individuals on the Autistic Spectrum for 20 years. Accordingly we have developed expertise, adapting our recruitment and training to ensure the highest levels of support. Our training has been recognised by the Investors In People Award.

Our staff are all checked through the Disclosure & Barring Service and receive training in the following core areas: 

  • Safeguarding
  • Moving & Handling
  • Health & Safety
  • First Aid
  • Medication Administration
  • Food Hygiene
  • Risk assessing

We regularly work with the Children’s Community Nursing Teams to ensure that staff receive training specific to the specialised needs of the children they support. For example:

  • Using feeding tubes (Percutaneous endoscopic gastrostomy [PEG] feeding)
  • Tracheostomy Care
  • Oxygen therapy

Buccal Midazolam administration for those with Epilepsy

How will I know my child will be safe using this service?

A written risk assessment is carried out at the time of the initial meeting and is developed in conjunction with the support plan. These assessments are designed to reduce the risk to the service user, their families and our staff.

The assessments take into account the consequences of any action and the likelihood of any harm from the action. In this way, it is possible for an individual to have a plan that keeps them safe and benefits them in terms of independence and choice.

Our senior managers all have extensive backgrounds in social care management and are members of professional bodies.

Our recruitment and selection procedures, which follow the 'Safer Recruitment' pathway, are designed to ensure that only staff with the right competencies, skills and outlook, who have been safety checked (DBS - Disclosure & Barring Service), are employed. These are set out in written policies and we ensure these policies are followed as they are incorporated into our Quality Management System.

As accredited 'Investors In People' we ensure our support workers have access to a clearly structured system of training, supervision and personal development which meets the needs of those we support.

Smile aims to achieve the highest level of protection for children and young people. We have adopted and comply with the 6 Southampton Safeguarding Children’s Board Safeguarding Standards. These are incorporated into our Safeguarding policy.

How do I give feedback, make comments or raise concerns?

Smile is keen to receive feedback and comments which we use to continually improve our service. In fact, from time to time we will ask you how things are going either by email, telephone or face-to-face and once a year you will receive a questionnaire where you can tell us how we have been doing.

If you have any concerns or worries, you should contact our Registered Manager, Julie Bishop, at our local office:

Please let us know if you have any worries or concerns and we will do our best to put it right. If you have a complaint Julie will be able to explain how our formal complaints policy operates. Julie will also offer you a home visit if this is preferable to you.

Who can I contact for further information?

Once Smile is providing a service to you, your first point of contact will be Smile's trained Placement Coordinator, Louise Atkinson, at our Eastleigh office:

We operate a 24 Hour Emergency 'On Call' service as we understand there may be times that you need to contact us out of our normal office hours. This number is:-

  • 07540 557561

Smile is always happy to talk to you about any aspect of our service, though sometimes the choice about whether our service can be accessed is made by a Social Worker or Care Manager. Again, Smile can help you with this and any other queries.

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