Yarlswood
The women and children detailed at Yarl's Wood Immigration Centre in Bedfordshire often don't know when or whether they will be sent back to their countries of origin. Some will stay only a few hours, others for many months, but all are at an uncertain time in their lives and need a sensitive approach.
Since it took over the contract in 2006, Serco has radically altered both the culture and conditions at the UK's major family removal centre. Today incidents of self-harm, bullying and violence are few in what is recognised by inspectors and other outsiders as a brighter, calmer and more engaged environment than previously existed.
Serco has worked hard to run the centre around core values of respect, dignity and compassion. The fundamental shift started with words - "residents" replacing the term "detainees" - and moved through consultation, healthcare, education, independence and a symbolic but significant increase in freedom. We have removed or pinned back 21 doors between units to allow the women greater freedom of movement. We wanted to reduce the feelings of claustrophobia or imprisonment. Security remains paramount, but we try to normalise things as far as possible.
A tangible example of this is the brightly coloured nursery, which would not look out of place in any residential area in the UK. It has just achieved the highest rating from Ofsted - just like the best private day nursery. Although the provision of child services is in the contract, we are proud to have gone way beyond that.
A great deal of thought has also gone into relationships with the adult residents, who have access to a library and all of the expected tuition, such as IT and basic literacy skills. There is also recognition that the environment is predominantly female. The gym with its aerobics classes is geared up for women and we also have a hair and beauty salon.
People have a voice here, including a monthly consultative meeting with the management team. The culture of employees actively engaging with residents ensures that many more issues are dealt with as they arise.