Mel Jackson was the neglectful mother of Phoebe Jackson. In April 2012, Phoebe set fire to Hollyoaks Sixth Form College and was arrested, and Mel was called to the station. Phoebe claimed that the fire was a mistake, with Mel lying about her daughter's life throughout the interview and telling the police that social services didn't need to get involved.
Jacqui Ashworth became sympathetic towards Phoebe and invited her to move in, which Mel didn't like and demanded that Phoebe returned with her. Jacqui exploded at her, refusing and demanding that she left. Mel threatened to call the police, so Jacqui was forced to let Mel take her back. However, Mel ignored Phoebe in favour of earning money through prostitution.
After Phoebe ran away from home, she was found by Jacqui's husband Rhys. Jacqui forced her way into Mel's flat, refusing to leave and making herself comfortable to ensure that Phoebe was happy at home. Rhys arrived with Phoebe and told Mel that he wanted Phoebe to move in with them, but only stay with Mel when visited by social services. Mel eventually agreed.
In November 2013, Phoebe tracked down Mel to get permission for Phoebe to marry Vincent Elegba. Mel revealed that she had married a rich man whilst working as a prostitute. She agreed to give Phoebe permission, but refused to attend the wedding.