Pippa’s Guardians Covid-19 Testing Service
The Pippa’s Guardians Covid-19 Testing Service has quickly become an integral part of our provision to support the overseas students in our care. As always, we have swiftly reacted to the changing needs of the Pippa’s Guardians community and responded with a solution that provides everyone with peace of mind.
The safety and wellbeing of Pippa’s Guardians students is always our priority as we work hard to do all we can to support the continuation of their education in the UK. Since the start of September, we have provided swift, professional, cost effective Covid-19 testing for students and host families who have required a test for administrative reasons. We are able to test and provide a named certificate with results within tight timescales, also suitable for international travel when our students return home for their holidays.
Our testing service is provided by an accredited government approved medical laboratory who deliver a result within 24 hours of receiving the sample, their swift turnaround is often the same day. The Covid-19 swab RT/PCR antigen tests detect if an active Covid-19 infection is present and is gold standard in terms of accuracy.
A Safe Return - Pippa’s Guardians Quarantine Service Success
We are proud to share our quarantine service feedback, a success story that tells of how we are currently welcoming over 40 students, aged 9 to 18 years old, back to the UK and safely supervising their self-isolation. Students, parents, schools and Pippa’s staff have all reflected on this new experience and described how we are genuinely making a difference.
Pippa’s Guardians are proud to be an AEGIS Gold Standard accredited guardianship agency. Our goal is to consistently provide the highest standards of care in all aspects of the guardianship services that we offer. When faced with a challenge we swiftly respond and identify the best solution to support our students, parents and schools. We go above and beyond and never compromise on safeguarding, safety or quality of service at all times.
This week, our first students to complete their quarantine have been leaving the countryside hotel, cheerfully returning to school after so many months away. It has been our pleasure to support our partner schools and parents by ensuring that our students can return to the UK safely to continue their UK education.
Milton Hill House
I have been staying in the hotel for a week now and I really enjoyed it so far. The rooms are clean and spacious, with all the essentials provided; the meals are well-cooked and always delivered to our rooms on time. Moreover, the beautiful Italian garden behind the hotel provides us with the opportunity to walk around and get some fresh air.
Selina – Student at Charterhouse
The quarantine hotel provided by Pippa’s Guardians is much better than the hotel in China! I have been able to study, reading and writing a lot and I feel safe and welcomed. The Pippa’s Guardians staff have been very kind and I enjoy the food very much. After quarantine I look forward to returning to Oundle but in the meantime I will stay here and prepare for my new term.Thank you to the Pippa’s staff for taking such good care of me.
Max – Student at Oundle School
At the Quarantine Hotel I welcomed students as they arrived and settled them into their rooms ensuring they had everything they needed.
Checks on every student were made at least three times a day including checking their temperature and making sure they were feeling well. I also encouraged them to take regular exercise for a limited time each day. I was pleased to update and reassure all parents daily on the well being of their children. So lovely to meet and get to know each student and to learn a little about each of them, what they are studying and their hopes for the future.
Nicky Cullity – Area Manager on duty at the hotel
Time to study and relax
Thanks for your regular message. We feel very warm hearted to learn Max's daily life in the hotel. We are very happy with Max's news and very satisfied with Pippas' care. The arrangement for Max trip and quarantine hotel are very careful and warm hearted. Under your care, we are confident with Max safe study and life in UK.
Max’s Parents
Thank you very much for telling me everything. We are so happy to know April is well there.
April’s Parents
I am very thankful to you for what you have done to arrange Kevin carefully and you work so hard to keep them comfortable. We believe in you and be pleased to hear Kevin’s safe and well every day. We are very thankful to you for your help to Kevin everyday.
Kevin’s Parents
Many thanks for the update, it’s great to hear that Mark is OK
Housemaster, Blundells
Quarantine completed and time to say goodbye
I have thoroughly enjoyed my stays at our quarantine hotel to support the Pippa’s team who have been managing the service and ensuring all is running smoothly. This rare opportunity to personally meet and get to know students from all ends of the country has been a particular highlight. Understanding how we are able to provide reassurance to our parents at a challenging time is comforting. The delivery of our quarantine hotel service has reminded me why the safety and happiness of the students in my care is central to everything that Pippa’s Guardians sets out to do.
Ben Hughes Managing Director
For more information about the Pippa’s Guardians Quarantine Service, please see here.
Experienced and responsive - why we're well-placed to handle a crisis
We like to think that choosing Pippa’s Guardians to care for your child is like a five-star insurance policy.
It’s an investment in peace of mind.
Because when children, thousands of miles away from home, need help, we’ll always be there, solving problems, communicating clearly, reassuring parents and students quickly and calmly.
As we continue to navigate these unprecedented times, we’re confident in our ability to look after our overseas students as if they were our own children thanks to our network of exceptional staff.
During this Coronavirus pandemic, we’ve been reflecting on the unforeseen challenges we’ve had to navigate since Pippa’s Guardians opened its doors in 1997.
And there have been many.
Three years ago, on the day a major airline had a significant IT failure, dozens of students were due to fly home to their families.
With all flights cancelled and parents informed, we immediately arranged transport back to the child’s school or trusted Host Families close to the airport.
We executed the same swift response in 2010, when the Icelandic volcano Eyjafjallajökull erupted and the subsequent ash cloud closed European airspace for several days, cancelling flights and leaving students needing last-minute changes to their plans.
And when the SARS pandemic ripped through 26 countries in 2002, we quickly rented quality accommodation so students who were quarantined were comfortable, safe and well-cared for.
These global crises are rare, and with decades of experience, Pippa’s Guardians has a proven track record of responding quickly and effectively.
We’re confident there’s nothing our Area Managers haven’t dealt with.
It’s this experience that makes us equally adept at handling the day-to-day problems, predicting issues before they arise and having solid back-up plans so our students are safe and secure.
Our travel plans always build in contingency to allow for traffic or other delays at the airport.
If flights are cancelled, our Area Managers - always on hand - organise emergency host family accommodation.
And when lost passports and visas happen - and they do - we provide secure Host Family accommodation and liaise with the relevant embassies to ensure new documents are expedited for students’ travel home.
If, on the very rare occasion a Host Family needs to cancel due to sickness or other emergency, we always have a Plan B, arranging alternative accommodation where we know students will be happy and safe.
And if children fall ill or are injured, we’re there straight away, liaising with their school, doctors and hospitals, supporting them until parents arrive to take care of their child.
It’s why we have an emergency telephone line, manned 24/7 by experienced staff, so parents can be reassured we’re always here to help.
Our close relationships with schools, nurtured over many years, means we’re a formidable partnership - able to react and respond decisively, whatever the issue.
Schools know they can rely on us.
Experienced Area Managers foster close relationships with students, who know they can trust them. Our Host Families are caring and supportive - a home-away-from-home.
This network is pulled together by our experienced head office team, who ensure Pippa’s Guardians is there to support students and their families in every situation, at any time of day or night.
That’s the Pippa’s Guardians difference.
How Pippa's Guardians' Host Families are rising to the lockdown challenge
In these unprecedented times, it’s the people who make the difference to a business.
And at Pippa’s Guardians, that’s never been more true.
We know our Host Families are exceptional, but during the lockdown, it’s become clear just how fantastic they are.
We’ve heard so many life-affirming stories from our Host Families, both those who have helped students catch repatriation flights - often at short notice - and those still looking after children who have chosen to stay in the UK.
Caring for children at a time of crisis isn’t easy for the Host Family, the child, nor worried parents. But it’s what Pippa’s Guardian excels at.
During the Coronavirus outbreak, we’ve been proud of the swift, caring, decisive service we’ve given families.
And from the many messages of thanks, we know we’ve done a good job.
Our teams have become travel agents, liaising with travel partners and monitoring social media 24/7 to inform parents about last-minute seat availability.
We’ve heard stories of Host Families driving students to airports hundreds of miles away, equipping them with PPE and seeing them safely through security.
Many have been incredibly sad to see their students go home.
As one wrote: “Susie* has been a delight and pleasure. Her manners are impeccable, she’s respectful, eager to help, has a great sense of humour and is an all-round superb person."
“She brought a new dimension to our home which has made lockdown a more enjoyable time.”
But it’s the Host Families still caring for students who have become the heroes this week.
Now term has started, online learning is an essential part of students’ days, and our Host Families have had to quickly adapt to being surrogate teachers, helping direct study.
Of course it helps that Pippa’s Guardians has forged strong relationships with schools over many years. But it’s been a new experience for our Host Families, and they’ve risen to the challenge.
From ensuring their teenage charges are at their desks at 9am to the challenges of registering for online study and even supervising virtual cello lessons, we’ve heard countless stories of the caring, supportive spirit for which our Host Families are renowned.
And while they are learning new skills, their students are too.
This week, we’ve been sent photos of students making soup, baking, playing board games and even gardening.
While they’re more used to being taken to the cinema or bowling, students are adapting to the lockdown in ingenious ways.
One couple told us their student had asked to borrow some tools.
He disappeared up the garden and, when he came back, led them to look at his handiwork.
He’d trimmed part of the lawn into a smiley face - as he said, to bring a little joy.
That encompasses everything our Host Families are about - caring for students as they would their own, supporting them, making them feel secure and helping them make the most of their time here. Whatever the global circumstances.
Calm, caring, swift and decisive - how Pippa’s Guardians is navigating the Coronavirus crisis
Pippa’s Guardians has been well placed to swiftly and calmly respond to the escalating Coronavirus crisis.
Supporting our anxious parents and helping our students to return home as quickly and safely as possible has been our priority, whilst providing safe and reassuring host family accommodation for those students who remain in the UK.
Our business model of experienced, local Area Managers, personally caring for every individual student, along with a network of caring host families, has been instrumental in us successfully responding to the ever-changing Covid 19 situation.
As the key point of contact for our parents, dedicated Pippa’s Guardians staff have turned into travel agents and worked all hours with our travel partners and HO team to organise many complex short notice travel plans.
Our 24/7 emergency support has meant that some parents have called us in the middle of the night and we have arranged for their child to be travelling to the airport within a matter of hours to safely catch an elusive flight.
Social media has enabled us to quickly alert parents when extra seats on flights have been released, whilst WhatsApp and WeChat channels have been buzzing with photos and good news stories of our students finally being reunited with their relieved parents.
By keenly staying abreast of ever-changing travel restrictions, we continue to navigate the minefield of international travel that we are now faced with.
Area Managers who are on the ground and close to their students have been well-placed, during these challenging times, to be able to prepare young people for their journeys, not only with the normal pocket money top-ups but also protective clothing and equipment.
Small things like this have meant so much to worried families, and we have been overwhelmed with the messages of thanks they have sent to us as we have arranged their children’s safe transit.
“We want to express our deepest gratitude to you and your team for helping and assisting our son and daughter in this unprecedented situation, giving them and us all the support you could in a very responsive and reliable way,” wrote one parent. “A special thanks to your Area Manager, Sam, for personally attending to them at Heathrow and seeing them through security. Pippa’s Guardians has demonstrated the highest professionalism and dedication in this difficult time. We appreciate it very much.”
As another child landed safely in Hong Kong, their relieved parents emailed to say: “With the excellent support of your Area Manager Vicky, my child has returned to Hong Kong safely. Everything is fine. We would like to express our gratitude to you and Vicky for the frequent updates with us on the latest development and the way forward, most importantly followed by Vicky’s excellent support. All these are so important to us and you have greatly relieved our anxiety.”
Messages like this make everything we do at Pippa’s Guardians worthwhile. Of course some students have planned to remain in the UK and they have been welcomed into the homes of our dedicated host families who will care for them during these challenging times for as long as required.
Our host families are the heart and soul of Pippa's Guardians and we have many parents and schools who are so grateful to know that their child or student is safe and being well looked after.
Going the extra mile is part of the day job for us at Pippa's Guardians. The past few weeks have allowed us to demonstrate this to our parents, schools and agents who trust us to care for their young people.
A day in the life of a Pippa’s Guardians Area Manager
Our Area Managers and Host Families are the heartbeat of Pippa’s Guardians. But what do they do in their day-to-day roles, caring for our overseas students while they study here in the UK?
Here, Elizabeth Leonard, Area Manager for Kent, discusses a typical day.
As an Area Manager for Pippa’s Guardians I am truly lucky to be looking after boys and girls from across the world.
While they are boarders at the county’s top independent schools, I am here as their UK mum, getting to know them and sorting everything from phones to uniform, offering advice on exam preparation and better time management and organising a home-from-home for the half-term breaks.
This is the difference at Pippa’s Guardians – we offer a truly personal service through our Area Managers.
So what does a typical day look like?
My morning starts with coffee while I’m replying to the emails, WeChats and WhatsApps that have been sent overnight from parents across the world.
They may be simple arrangements concerning holiday travel or more complex worries about their children.
After a couple of hours’ desk work and a muddy morning dog walk, it’s time to jump in my car for coffee in the city with one of my student’s mothers.
Claire* has flown over from Hong Kong and we’re having one of our regular catch-ups.
It’s always wonderful to meet parents face-to-face to understand first-hand what their concerns are and what their children are really like.
It turns out Claire is worried about her daughter’s time management before exams.
Getting up at 4am to revise for exams really shouldn’t be the norm, and so I agree to visit and help her better plan her time.
School doesn’t finish until 4.30pm but I’m looking forward to seeing a number of my students before supper.
At Pippa’s Guardians we visit our students at least once every half-term, as well as communicating regularly with them via phone and email, and there is no better way to get to know them.
In the meantime, I am off to see a potential new Host Family.
It’s a two-hour meeting where I meet the family, look round the house and make sure they understand the high level of care we expect for our students.
Deirdre and Graham Smith* have a large city-centre house with two spare rooms and now their children are at university they are looking to fill the void by hosting our international students for exeats and half-terms.
They are a lovely couple, and have a fantastic dog. Deirdre is a retired teacher who loves baking and gardening and I have no doubt that she and Graham will provide a cosy home for two of my students.
There is just time to pop to the shop to buy a card for one of my sixth-formers, Mary*, who has been invited to interview at the University of Cambridge.
I tell her they’ll be fortunate to have her and wish her all the luck in the world before putting it in the post.
Visiting students is one of the best parts of my role as Area Manager.
They are all so different. Some are really funny, others very academic. Some are incredibly chatty and others are harder to draw out. But, they are all children.
They are all away from home and they are all relying on me for advice, guidance and support.
I love it, and consider myself incredibly lucky to be in such a privileged position.
*all names have been changed
Pippa’s Guardians – Where it all began
What has made Pippa's Guardians the business it is today? Managing Director Ben Hughes shares the secrets of its success.
I am often asked how I got into this line of work and what exactly is a Guardian. It’s not exactly a well-known job although there are 47 accredited AEGIS agencies. Someone once asked me if I was a ‘manny’ which did sound about right!
My mother, Pippa, formed Pippa’s Guardians in 1997 after her role as a Registrar at Cheltenham College – my old school. In April 2013 I relocated back from Melbourne, Australia with my four-month-old and new wife and bought Pippa’s Guardians from my mother as she wanted to retire.
At first we looked after a handful of students in key schools such as Cheltenham College, Cheltenham Ladies' College and Wycombe Abbey. Before long we were being asked to care for students in new schools and I had the burning ambition to support my family and grow the business.
In truth expansion has never been a challenge, we are fortunate that way, but sustainable expansion has been. Pippa’s Guardians could be double the size it is today but it would have compromised our level of service and we’d have been neglectful to our students. One of the biggest challenges was saying no to new business as I knew we couldn’t cope with the demand.
Employing caring, compassionate, organised and trustworthy staff coupled with safe and welcoming host families is the key to our success and the biggest challenge we have faced. Importantly our fees have remained consistent and we rarely (if ever) discount. We either do it properly or we don’t.... this was always Mum’s mantra and I have carried it on. These are children after all, not something you cut corners on.
I am fortunate in that my mother genuinely cared for her students for a long period of time. The foundations were there for me to build upon and it has been a wonderful and varied seven years since I bought the business. Being the guardian to students throughout the UK, and in 140 boarding schools, is not for the faint hearted. There is never a dull day and it is only because of my incredible staff of 35 that we can offer the personal service we pride ourselves on and support our students properly. After all, our students are mostly teenagers, a long way from home, in a new culture learning in a new language – this is not easy and they need a lot of support and guidance.
‘It’s harder to leave than be left behind.’ What I mean by this is that the students themselves are often fine, busy making friends and relishing the opportunities in some of the best schools in the world. It’s our parents, who bring them over in September then fly home without them.... this takes a lot of courage and why I believe it’s harder to leave their children here. It’s actually quite humbling that they ask us to take on their children. If it was my daughter in China I’d be in turmoil – as would my wife.
Never did I imagine we’d enjoy the success we do today and my five-year plan certainly reflects this. Today, aside from guardianship we offer summer schools, university advice, university guardianship and school advice.
It's been a brilliant time of my life and I wouldn’t change a thing. We are going to continue to grow and evolve but only if it is sustainable - and our students remain our priority. This is something I will never lose focus on – that's my promise to you.
A warm welcome to our two new Area Managers
In early February, Charlotte Wilson and Nicky Cullity joined Pippa’s Guardians as Area Managers, both covering the West Midlands and they will be looking after our pupils who are at schools in and around Malvern, Bromsgrove and Monmouth. Pupil numbers have always been high in these schools, which are local to the Pippa’s Guardians Head Office, and new registrations are also looking healthy for the coming academic year.
Charlotte lives locally in Worcester with her husband and built her early career working in retail buying offices, firstly in London and then in the Midlands. Recently this has included training colleagues in other European countries as she was involved with the international sector of the business.
As a child, Charlotte attended several independent day and boarding schools, so she has experienced the boarding school world. Her own children are now at university and Charlotte has enjoyed supporting them through their examinations and university applications. Charlotte understands how important it is for parents to receive regular updates on their child when they are far from home, and she is looking forward to getting to know her students and their families.
“I will make sure that you have peace of mind that your child is being supported practically and emotionally and therefore have a positive experience during their time in the UK.”
Nicky started her career in property management in Reading and moved to Malvern over 15 years ago where she now lives with her family. Since living in this area, Nicky has worked in Events Management, most recently at Malvern College. In this role she has organised weddings, summer schools and residential courses and as a result she is very familiar with the boarding school environment and the boarding houses. Having also hosted an overseas student, Nicky knows how to help children feel welcome and comfortable in their new surroundings.
Helping children to settle into in their new school is of paramount importance to Nicky, and she will ensure they are safe and happy. She is looking forward to providing support to her students and to reassuring parents that their child is thriving in their new environment.
“The wellbeing of your child is my priority and it is so important to build a good relationship from the very start, so you know they are happy and being well cared for whilst away from home.”
A warm welcome to both Charlotte and Nicky!
Pippa’s Guardians is reaccredited by AEGIS
Pippa’s Guardians is delighted to announce its very exciting news that it has just been reaccredited by AEGIS, the Association for the Education and Guardianship of International Students. The rigorous inspection looks at all aspects of the organisation and involves meeting with schools, students, host families and gathering feedback from parents. Managing Director Ben Hughes is extremely proud of the praise the company has received and acknowledges that everyone has played a part in achieving such a glowing report. He says:
“I am thrilled to be re-accredited by AEGIS and to pass with such flying colours. This result is a testament to our high standards of safeguarding and the personal care we provide for our overseas students. I would like to take this opportunity to publicly thank the Pippa’s Guardians team for all their efforts we look forward to a prosperous 2020.”
Here are just some of the positive comments from the inspection report:
The wellbeing of students is paramount to Pippa’s Guardians
Pippa’s Guardians is an extremely well-run organisation
Pippa’s Guardians are their (schools’) benchmark when working with other guardianship organisations.
One member of (school) staff said they are overjoyed to be working with Pippa’s Guardians as they share a professional and genuine partnership.
The students are very happy with the service they receive from Pippa’s Guardians
Safeguarding is given the highest priority
The students have formed excellent relationships with their host families, often vising the same host families time and time again. They speak fondly of trips out to the cinema and bowling and how their time with them is very enjoyable.
Pippa’s Guardians take excellent care of their children and lasting relationships are established
Pippa’s Guardians go beyond the call of duty and are a constant support to both the students and the parents
It was clear to the Supporting Inspector following the visits and after analysing the questionnaires from all parties that Pippa’s Guardians are doing an excellent job
Pippa’s Guardians Christmas Party
In early December, Pippa’s Guardians staff had the opportunity to come together for their annual Christmas party. The festive evening was held at The Cottage in the Wood Hotel in Malvern, a stunning venue which was perfect for the company’s celebrations. Drinks in the bar were served as everyone arrived, mingled and met new colleagues. During the three-course dinner, staff had the chance to chat and catch up with other team members – something that is often impossible during the busy working week. Crackers, pea shooters, silly hats and streamers added to the fun, and sometimes competitive, atmosphere between the tables.
Regional Managers, Ceri and Elaine presented awards to some of their Area Managers, who had gone ‘above and beyond’ in looking after their pupils. As the RMs described the efforts of the AMs, everyone agreed they were very well-deserved awards in recognition of the extra mile the team often goes to. As last year, there were also some light-hearted prizes, with staff being nominated by their colleagues for various amusing accolades. And no Christmas party is complete without a Secret Santa, which rounded off the evening in true festive spirit.
It was a wonderful evening, many thanks go to Kerrie for organising the event, and to Ben for his generosity.
