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Registration Number: {{org_field_registration_no}}

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Handling Service User Belongings and Valuables Policy

1. Purpose

The purpose of this policy is to establish a clear, transparent and accountable framework for managing the belongings, valuables, personal possessions, money and financial items of residents at {{org_field_name}}. The policy ensures that residents’ property is handled with care, respect and security, while supporting residents to retain choice, control and independence over their own belongings and finances wherever possible.

This policy supports compliance with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, as amended, including Regulation 12 and Regulation 28, and the associated Welsh Government statutory guidance for care home services. It also supports the home’s safeguarding duties by setting out arrangements to prevent, identify, report and respond to loss, damage, theft, misuse of money or property, and potential financial abuse.

The policy must be read alongside the home’s Safeguarding Adults from Abuse and Improper Treatment Policy, Managing Service User Finances Policy, Complaints Policy, Duty of Candour arrangements, Record Keeping Policy, Mental Capacity and Best Interests Policy, and Confidentiality and Data Protection Policy.

2. Scope

This policy applies to all staff members, agency staff, volunteers, managers and any other persons working at {{org_field_name}} who may be involved in handling, recording, moving, storing, returning or reporting concerns about residents’ belongings, valuables, personal possessions, money or financial items.

For the purpose of this policy, belongings and valuables include, but are not limited to: clothing, footwear, furniture, ornaments, photographs, jewellery, watches, cash, bank cards, cheque books, benefit or pension documents, passports, birth certificates, legal documents, wills, lasting power of attorney documents, mobile phones, tablets, laptops, hearing aids, glasses, dentures, mobility aids, specialist equipment, keys, sentimental items and any other item of financial, practical or personal value.

This policy also applies where belongings are brought into the home by residents, relatives, representatives, attorneys, deputies, visitors, hospital transport, ambulance staff or other professionals. It covers admission, day-to-day use, safekeeping, inventory recording, laundry processes, repairs, disposal, loss, suspected theft, damage, discharge, transfer, death and unclaimed property.

Where staff support a resident with money or financial transactions, this must also be managed in accordance with CHW41 – Managing Service User Finances Policy and the resident’s personal plan.

3. Principles of Handling Belongings and Valuables

Respect, dignity and ownership

Residents have the right to own, retain, use and access their personal belongings, valuables and money unless there is a lawful, proportionate and clearly recorded reason why access needs to be restricted. Staff must handle all belongings with care and must respect the resident’s privacy, dignity, personal history, culture, preferences and emotional attachment to their possessions.

Choice, control and independence

Residents must be encouraged and supported to manage their own belongings and money wherever possible. Support must be proportionate to the resident’s needs and must not remove control from the resident unless this is necessary, lawful and clearly recorded. Any support provided by staff must be documented in the resident’s personal plan.

Consent and mental capacity

Staff must seek the resident’s consent before handling, moving, storing, disposing of or giving access to their belongings, unless there is an immediate risk to the resident or others. Where a resident may lack capacity to make a specific decision about their belongings, valuables or money, the Mental Capacity Act 2005 must be followed. Any decision made on behalf of the resident must be made in their best interests, be the least restrictive option, and be clearly recorded.

Transparency and accountability

A clear, accurate and up-to-date inventory must be maintained for belongings and valuables where this is required. Records must show what was received, from whom, when, where it is stored, when it was returned or disposed of, and who witnessed the transaction. Residents and, where appropriate, their representative must be given the opportunity to check and sign records.

Security and safeguarding

Secure storage options must be available for residents who wish to deposit valuables, money or important documents for safekeeping. The home must take reasonable steps to protect residents from loss, theft, misuse of property, pressure in relation to money or belongings, fraud and financial abuse. Any concern about financial abuse, theft, coercion, unexplained loss or misuse of property must be reported and managed under the Safeguarding Adults from Abuse and Improper Treatment Policy.

Separation of residents’ money from the home’s funds

Residents’ money must never be mixed with the home’s money or used for the running costs of the service. Where the service holds money for a resident, this must be held in the resident’s name or in a system that clearly identifies and separates each resident’s money.

4. Procedures for Managing Service User Belongings and Valuables – Recording and Registering Belongings

Recording and Registering Belongings

An inventory of belongings must be completed as soon as practicable on admission and normally within 24 hours of the resident arriving at the home. The inventory must be completed with the resident wherever possible and, where appropriate, with their representative, attorney, deputy or family member.

The inventory must include a clear description of items brought into the home, including clothing, personal items, furniture, electrical items, mobility aids, assistive equipment, documents, jewellery, cash and items of significant sentimental or financial value. For valuable items, the record should include identifying details such as brand, colour, serial number, distinguishing marks, approximate quantity, condition and, where appropriate, a photograph.

The inventory must record:

• the resident’s name;
• the date and time the inventory was completed;
• the name and role of the staff member completing the inventory;
• the name and relationship of any person present;
• a description and condition of each item;
• whether the item remains with the resident, is stored in the resident’s room, is held by the home for safekeeping, or has been taken away by a representative;
• signatures of the resident and/or representative where possible;
• the signature of the staff member completing the record and a second staff witness for valuables, cash or important documents.

Where a resident or representative declines to have items recorded, this must be documented, including the reason if given. Staff must explain that unrecorded items may be more difficult to trace if lost or damaged.

The inventory must be reviewed and updated when new valuable items are brought into the home, when items are removed, when a resident transfers rooms, following hospital admission where belongings are sent with the resident, following significant loss or damage, and at discharge or following death.

A copy of the inventory must be offered to the resident and, where appropriate, their representative.

Storage and Security of Valuables

Residents should be encouraged not to keep large amounts of cash or high-value items in the home unless this is their informed choice. Staff must explain the storage options available and the risks associated with keeping valuables unsecured.

Each resident will have access to a lockable space where this is available and appropriate. Where a resident wishes the home to hold valuables, money or important documents for safekeeping, the item must be recorded in the valuables register and stored in the designated secure location. Access to the secure storage area must be restricted to authorised staff only.

When an item is accepted for safekeeping, two staff members must check and record the item. The record must include the date, time, description of the item, condition, reason for safekeeping, name of the resident, name of the person handing over the item, signatures of the resident or representative where possible, and signatures of the two staff members receiving the item.

When an item is removed from secure storage, the valuables register must record the date, time, reason for removal, name and signature of the person receiving the item, and signatures of two staff members. Items must not be removed from secure storage without the resident’s consent unless there is lawful authority, a recorded best interests decision, or an urgent safeguarding reason.

The home will not accept responsibility for valuables retained privately by the resident unless the item has been formally handed to the home for safekeeping and recorded in the valuables register. However, staff must still take reasonable steps to help residents protect their belongings and to respond appropriately to any loss, theft or damage.

Handling Resident Finances

Residents must be encouraged and supported to manage their own money wherever possible. Any support must promote independence, choice and control and must be proportionate to the resident’s assessed needs, wishes and mental capacity.

Where staff support a resident with money, purchases, budgeting, banking, cash withdrawals, online shopping or other financial transactions, this must be recorded in the resident’s personal plan. The personal plan must state what support is required, who may provide the support, any risks identified, how the resident will be protected from financial abuse, and how records and receipts will be maintained.

Staff must not manage a resident’s finances, act as an appointee, act as an agent, use a resident’s bank card, hold a resident’s PIN, access online banking, or make financial decisions for a resident unless there is lawful authority and this has been approved by the Registered Manager. Lawful authority may include a valid lasting power of attorney, deputyship order, appointeeship or other legal arrangement. Evidence of lawful authority must be checked and recorded.

Where the home holds money for a resident, the money must be held in the resident’s name or in a system that clearly separates and identifies each resident’s money. Residents’ money must not be mixed with the home’s funds and must not be used for service expenditure, staff expenditure, routine running costs or the benefit of other residents.

All financial transactions undertaken by staff on behalf of a resident must be recorded immediately. The record must include the date, amount, purpose of the transaction, balance before and after the transaction, receipt where available, the resident’s signature where possible, and the signatures of two staff members where cash is handled.

Receipts must be obtained for purchases wherever possible and attached to the resident’s financial record. Where a receipt cannot be obtained, the reason must be recorded and witnessed by a second staff member.

Residents must be offered access to independent advice, advocacy or support where they need help to understand financial decisions, manage financial risk, make decisions about wills, gifts, bequests, legacies, large purchases, or concerns about possible financial abuse.

Any unexplained loss of money, unusual transaction, pressure from another person, suspected misuse of property, fraud, theft or financial abuse must be reported immediately to the Registered Manager and managed under the Safeguarding Adults from Abuse and Improper Treatment Policy.

Staff Restrictions and Conflict of Interest

Staff must maintain clear professional boundaries in relation to residents’ belongings, valuables and money. Staff must not borrow from, lend money to, sell items to, buy items from, accept gifts of significant value from, or enter into private financial arrangements with residents or their representatives.

Staff must not witness a resident’s will, become involved in making or changing a will, accept appointment as executor, attorney, deputy or appointee for a resident, or become involved in any inheritance, legacy or bequest, unless there is a pre-existing personal relationship that has been declared to and approved by the Registered Manager and does not create a conflict of interest.

Any offer of a gift, money, loan, personal item, bequest or financial benefit from a resident or representative must be reported to the Registered Manager and recorded in accordance with the home’s Gifts and Hospitality procedures.

Any concern that a member of staff, volunteer, visitor, relative, attorney, deputy or other person has misused a resident’s money or property must be treated as a safeguarding concern.

Mental Capacity, Best Interests and Representatives

Residents are presumed to have capacity to make their own decisions about belongings, valuables and money unless there is evidence that they may lack capacity for a specific decision at the specific time it needs to be made.

Where there is concern that a resident may lack capacity to make a decision about their belongings, valuables or money, staff must follow the Mental Capacity Act 2005 and the home’s Mental Capacity and Best Interests Policy. A decision-specific capacity assessment must be completed where required.

If the resident lacks capacity for the specific decision, any decision made on their behalf must be made in their best interests, involve the resident as far as possible, consider their past and present wishes and feelings, consult relevant representatives where appropriate, and be the least restrictive option.

Staff must check the authority of any person claiming to act on behalf of a resident in relation to money or property. This may include checking lasting power of attorney, deputyship, appointeeship or other legal documentation. A copy or clear record of the authority seen must be retained in the resident’s file.

A representative, attorney or deputy must only be involved in decisions within the scope of their legal authority or with the resident’s consent.

Returning Belongings When a Resident Leaves, Transfers or Passes Away

When a resident is discharged, transferred to another service, admitted to hospital for a planned stay, or leaves the home permanently, their belongings must be checked against the most recent inventory. The check must be completed with the resident wherever possible and, where appropriate, with their representative.

The belongings return record must include:

• the resident’s name;
• date and time of return;
• destination or person receiving the belongings;
• list of items returned;
• any items missing, damaged, disposed of or retained;
• signatures of the resident or representative where possible;
• signatures of the staff member and witness completing the handover.

If a resident passes away, their belongings must be managed sensitively, respectfully and in accordance with the resident’s recorded wishes, legal requirements and instructions from the appropriate representative. Staff must not release belongings to any person unless they are satisfied that the person has authority to receive them. Where there is uncertainty or a dispute, belongings must be retained securely until authority is clarified.

Cash, jewellery, legal documents, bank cards and other valuables must be checked by two staff members and recorded separately before being released. The person receiving the items must sign to confirm receipt.

Where belongings remain unclaimed, the Registered Manager must make reasonable attempts to contact the appropriate representative. All attempts must be recorded. Unclaimed belongings must be stored securely for a reasonable period in accordance with the home’s procedures and any legal advice obtained where necessary. Items must not be disposed of without management authorisation and a clear written record.

Reporting Lost, Damaged, or Stolen Items

Any lost, damaged, missing or stolen item must be reported immediately to the person in charge and to the Registered Manager. An incident record must be completed as soon as possible and must include the resident’s name, item affected, date and time the concern was identified, last known location, persons involved, immediate action taken, people informed, and outcome.

The Registered Manager must ensure that reasonable steps are taken to search for or recover the item. This may include checking the inventory, laundry records, room move records, maintenance records, visitor logs, staff handover notes, hospital transfer records and any other relevant documentation.

Where theft, fraud, coercion, misuse of money or property, unexplained loss, pressure from another person, or financial abuse is suspected, the matter must be treated as a safeguarding concern and managed under CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy. The local authority safeguarding team must be contacted where appropriate.

Where a criminal offence may have occurred, the police must be contacted. Any incident reported to the police must be considered for notification to CIW in line with Regulation 60 and Schedule 3 notification requirements.

The resident and, where appropriate, their representative must be informed of the concern, the action being taken and the outcome, unless doing so would increase risk or compromise a safeguarding or police investigation. Communication must be open, honest and in line with the home’s duty of candour arrangements.

Where the resident or representative is dissatisfied with the response, they must be offered information about how to make a complaint.

The Registered Manager must review incidents involving lost, damaged or stolen property to identify any patterns, lessons learned or improvements required. Actions may include staff supervision, changes to storage arrangements, additional audits, referral to safeguarding, disciplinary action, or policy review.

5. Audits, Reconciliation and Management Oversight

The Registered Manager is responsible for ensuring that systems for belongings, valuables and resident money are operated safely, accurately and consistently.

The following checks must be completed:

• valuables held for safekeeping must be checked against the valuables register at least monthly;
• resident cash held by the home must be reconciled at least monthly and whenever responsibility transfers between authorised staff;
• records of purchases made on behalf of residents must be checked against receipts and balances;
• inventories must be spot checked as part of the home’s internal audit programme;
• any discrepancies must be investigated immediately and recorded;
• repeated discrepancies, unexplained losses or concerns about staff practice must be escalated to the Responsible Individual.

The Responsible Individual must ensure there are effective systems for oversight of records, incidents, complaints and safeguarding matters relating to residents’ belongings, valuables and money. Findings from audits, incidents, complaints, safeguarding referrals and feedback must be considered as part of the home’s quality assurance and quality of care review arrangements.

Where records are held electronically, systems must be secure and must provide an audit trail showing who entered, amended or accessed the record.

6. Staff Training and Responsibilities

All staff must receive information, instruction or training appropriate to their role in relation to residents’ belongings, valuables and money. This must include:

• respecting residents’ property, privacy, dignity and independence;
• completing inventories and valuables records accurately;
• safe storage and handover procedures;
• handling cash and obtaining receipts where this forms part of the staff member’s role;
• recognising signs of financial abuse, coercion, theft, fraud or misuse of property;
• reporting lost, damaged or stolen items;
• safeguarding reporting procedures;
• mental capacity and best interests principles;
• confidentiality and data protection;
• professional boundaries and conflicts of interest;
• duty of candour and complaints procedures.

Staff must not handle residents’ money, bank cards, valuables or legal documents unless this is part of their role, authorised by the Registered Manager, recorded in the resident’s personal plan where appropriate, and carried out in accordance with this policy.

The Registered Manager is responsible for ensuring staff understand this policy and that any concerns, discrepancies or poor practice are addressed through supervision, training, safeguarding procedures or disciplinary procedures as appropriate.

The Responsible Individual is responsible for ensuring that suitable arrangements are in place to monitor the effectiveness of this policy and that learning from incidents, complaints, safeguarding matters and audits is used to improve the service.

7. Related Policies

This policy must be read alongside:

• CHW07 – Person-Centred Care Policy
• CHW08 – Dignity and Respect Policy
• CHW13 – Safeguarding Adults from Abuse and Improper Treatment Policy
• CHW34 – Confidentiality and Data Protection Policy
• CHW41 – Managing Service User Finances Policy
• Mental Capacity and Best Interests Policy
• Complaints Policy
• Duty of Candour Policy or Procedure
• Record Keeping and Access to Records Policy
• Gifts, Hospitality and Professional Boundaries Policy
• Risk Assessment and Risk Management Policy
• Admissions and Commencement of Service Policy
• Discharge, Transfer and Death of a Resident Procedure
• Whistleblowing Policy

8. Information for Residents and Representatives

Residents and, where appropriate, their representatives will be given clear information about how belongings, valuables and money are managed at {{org_field_name}}. This information will include:

• the resident’s right to keep and use their own belongings;
• the availability of lockable storage;
• the process for recording belongings and valuables;
• the process for handing items to the home for safekeeping;
• the importance of naming clothing and personal items where appropriate;
• how money can be managed safely;
• how to report missing, damaged or stolen items;
• how to raise a complaint or safeguarding concern;
• how to access advocacy or independent support.

Information will be provided in a format and language appropriate to the resident’s needs, communication preferences and level of understanding.

9. Monitoring and Review

This policy will be reviewed at least annually or sooner if there are changes in legislation, statutory guidance, CIW requirements, safeguarding procedures, organisational arrangements, or learning from incidents, complaints, audits or safeguarding referrals.

The Registered Manager will monitor compliance with this policy through regular checks of inventories, valuables records, cash records, receipts, incident records, complaints and safeguarding referrals relating to belongings, valuables or money.

The Responsible Individual will ensure that this policy remains up to date and that the service has effective systems for monitoring the safe handling of residents’ belongings, valuables and money. Themes, trends, incidents, safeguarding concerns, complaints and audit findings relating to this policy will be considered as part of the home’s quality assurance arrangements and quality of care review.

Where changes are made to this policy that directly affect residents or their representatives, the changes will be communicated in an accessible way. Residents and representatives will be supported to understand how the home protects belongings, valuables and money, and how they can raise concerns.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
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