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Handling Service User Belongings and Valuables Policy

1. Introduction

Our Home Care business is committed to ensuring that service users’ belongings and valuables are treated with the utmost respect and care, in line with the Care Inspectorate Wales (CIW) regulations, the Social Services and Well-being (Wales) Act 2014, and the Regulation and Inspection of Social Care (Wales) Act 2016 (RISCA). We understand that personal belongings and valuables are integral to a person’s sense of independence, dignity, and identity, and we have established clear protocols to ensure their safe handling, storage, and management.

This policy is aligned with the Regulation and Inspection of Social Care (Wales) Act 2016, the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended) and the Welsh Government statutory guidance for care home and domiciliary support service providers and responsible individuals (last updated 27 March 2024). It also supports compliance with Regulation 28 (supporting individuals to manage their money and protect them from financial abuse) and Regulation 60 / Schedule 3 notifications requirements where safeguarding or alleged abuse is suspected.

This policy applies to all employees, including Care Assistants, Senior Carers, Coordinators, Managers, and Directors, and provides guidance on how we manage the handling of service users’ belongings and valuables efficiently. It also provides clarity for CIW inspectors on how we ensure compliance with regulatory standards in managing and safeguarding service users’ personal items.

2. Key Principles of Handling Service User Belongings and Valuables

• Respect for Personal Property: Service users’ belongings and valuables must be respected as an integral part of their dignity and autonomy.
• Confidentiality and Privacy: All belongings, especially valuables, must be treated confidentially, ensuring that service users’ private items are not exposed to unnecessary scrutiny.
• Safe Storage and Protection: Valuables and personal items must be stored safely and securely, with clear procedures to prevent loss, theft, or damage.
• Clear Documentation and Accountability: The handling of service users’ belongings must be documented appropriately, and staff must be accountable for any items they are entrusted with.
• Service User Involvement: Service users should be involved in decisions regarding the handling and storage of their belongings, where possible.
• Compliance with Legal and Regulatory Standards: All practices related to the handling of service users’ belongings are in line with CIW regulations, health and safety legislation, and the Data Protection Act 2018.
• Protection from financial abuse: We take active steps to protect individuals from financial abuse, including clear boundaries on staff involvement in finances, accurate record keeping, and immediate escalation of any concern.
• Consent, capacity and best-interest decision making: Where an individual needs support to make decisions about belongings or money, we use a least-restrictive approach, seek and record informed consent wherever possible, and involve only those with appropriate legal authority when the person cannot decide for themselves.

3. How We Manage the Handling of Service User Belongings and Valuables Efficiently

A. Storing and Protecting Personal Belongings

Personal belongings and valuables must be stored securely to prevent theft, damage, or loss.

For Staff:

• Step 1: Respect service users’ requests for how their belongings are managed.
• Step 2: Ensure that personal belongings are stored safely, with service users’ consent, in secure areas (e.g., locked cabinets, drawers).
• Step 3: For valuable items (e.g., money, jewellery), work with the service user or their representative to decide on the best course of action for safe storage, whether in a safe, locked drawer, or family custody.
• Step 4: Record any valuables entrusted to the care team on a Valuables Inventory (VI), including a clear description, location, date/time received, consent, and signatures of the service user (or representative) and staff member. Where practicable, a second staff member (or supervisor verification) should countersign. The VI must be reviewed whenever circumstances change and at least every 3 months as part of care plan review.

For CIW Inspectors:

• Inventory records confirm that valuables are logged with clear descriptions and locations.
• Service user feedback confirms that their personal belongings are respected and securely stored.

B. Handling Service User Belongings During Care Delivery

During the delivery of care, staff must ensure that service users’ belongings are not accidentally misplaced or damaged.

For Staff:

• Step 1: Always check and confirm belongings with the service user before moving or handling any items.
• Step 2: When assisting with personal care or household tasks, ensure that service users’ personal items are handled gently and returned to their correct location.
• Step 3: If the service user’s clothing or personal items are damaged, report it immediately and arrange for replacement or repair.
• Step 4: Ensure that items of value (e.g., medication, medical equipment) are not left unattended and are stored securely during care sessions.

For CIW Inspectors:

• Incident records show that any damage or loss of personal items is promptly reported and action is taken.
• Documentation of service user preferences ensures that their belongings are handled as requested.

C. Managing Service User Valuables

The safe handling of valuables is an important part of our commitment to respecting service users’ rights and protecting their assets.

For Staff:

• Step 1: Identify and log any valuables at the start of the care relationship, in consultation with the service user or their family.
• Step 2: Ensure that any valuable items (e.g., money, jewellery, electronics) are not left in open view or in areas where they could be lost or damaged.
• Step 3: If the service user has a will or any personal instructions regarding their valuables, ensure that these are recorded and respected.
• Step 4: Any items that are high-value or high-risk should be handled with extra care, with regular checks to ensure they are safe.
• Step 5: For medications, ensure that controlled substances are stored in secure locations as per regulations and that their handling is in line with Medication Management Policies.

For CIW Inspectors:

• Valuables records are available for inspection, showing that items are logged and securely stored.
• Service user feedback indicates that they feel their valuables are well-protected and respected.

D. Reporting Lost or Damaged Belongings

In the event that a service user’s belongings are lost or damaged, we follow a clear process to address the situation promptly and respectfully.

For Staff:

• Step 1: Report any lost or damaged belongings immediately to the Registered Manager or Duty Supervisor.
• Step 2: Complete an Incident Report (IR), detailing the circumstances and actions taken.
• Step 3 (Safeguarding / suspected theft or financial abuse): If the loss/damage involves suspicion of theft, fraud, coercion, unexplained missing money/valuables, or any allegation involving staff, the manager must treat this as a safeguarding concern, take immediate steps to protect the individual, and make referrals in line with safeguarding procedures. Where required, the service must also make the appropriate CIW notification(s) (Regulation 60 / Schedule 3), and involve the police where a criminal offence may have occurred.
• Step 4: Work with the service user or their family to replace or repair any items as needed.
• Step 5: Ensure that service users are kept informed throughout the process, and that their concerns are addressed professionally.

For CIW Inspectors:

• Incident logs show that lost or damaged belongings are handled promptly and service users are kept informed.
• Corrective actions (e.g., item replacement, insurance claims) are documented and executed.

E. Family and Legal Representation

Families or legal representatives play a key role in managing the belongings and valuables of service users, particularly when the service user is unable to make decisions themselves.

For Staff:

• Ensure that family members or legal representatives are consulted regarding the handling of valuables if the service user is unable to make decisions themselves.
• Document family involvement and ensure that decisions regarding the management of belongings are recorded in the care plan.

For CIW Inspectors:

• Care plans include records of family or legal representative involvement in decisions about valuables and belongings.
• Consents and documentation demonstrate that the service user’s rights and preferences are respected.

F. Supporting Service Users to Manage Their Money (Regulation 28)

We support individuals to manage their money in the way they choose, encouraging independence wherever possible and putting safeguards in place to protect individuals from financial abuse. Where the service (or a staff member) supports with any financial task (e.g., shopping, paying bills, collecting prescriptions that involve payment), this must be planned, agreed and recorded in the individual’s care plan.

For Staff (minimum controls):

• Step 1: Promote independence. Encourage and support the individual to handle their own finances wherever possible, including budgeting and spending decisions, in line with their wishes and abilities.
• Step 2: Obtain and record consent. Before handling any money, confirm and document the individual’s consent (or representative’s agreement where they have legal authority). Record what support is required (e.g., shopping only; bill payment support), any limits, and how risk will be managed.
• Step 3: Keep staff involvement limited and authorised. Only staff who are required (by the care plan) may support with money. Other staff must not be involved or have access to the individual’s cash/cards/PINs or financial information.
• Step 4: Never act as an agent unless lawful authority exists. Staff must not act on behalf of the individual (e.g., appointeeship/Power of Attorney roles) unless the staff member holds lawful authority and this has been verified and recorded by the Registered Manager.
  Step 5: Cash handling and receipts (same-day reconciliation).

• Use a Service User Financial Transactions Record (FTR) for every transaction.
• Record: date/time, purpose, amount received, amount spent, balance returned, receipt reference, and signatures (individual/representative + staff).
• Receipts must be obtained for all spending wherever practicable; if a receipt cannot be obtained, record why.
  Step 6: Bank cards and PINs. Staff must not retain bank cards or record/store PINs. If a card payment is required, it must be completed with the individual present and consenting, and the transaction recorded on the FTR.
• Step 7: No pooling / separation from service finances. The individual’s money must never be mixed with service funds or other individuals’ money. Where money is held for any purpose (other than paying agreed charges), it must be kept clearly demarcated and handled only in line with this policy.
• Step 8: Access to independent advice and advocacy. Individuals must be offered information about independent support (including advocacy where appropriate) for financial matters such as wills, bequests or concerns about how their money is managed.
• Step 9: Oversight. The Registered Manager (or delegate) must audit a sample of FTRs and receipts at least quarterly and immediately if any concern is raised.

For CIW Inspectors:

• The service can evidence how individuals are supported to manage their money and associated risks.
• Financial records and receipts are complete, auditable and show clear separation/demarcation.
• Staff involvement is limited to those authorised in the care plan and monitored through audits.

4. Governance and Continuous Improvement

We ensure high standards of managing service user belongings and valuables through regular audits, training, and feedback mechanisms.

What We Do:

• Conduct Quarterly Audits (QA) to ensure the safe storage and handling of valuables.
• Hold Annual Family Feedback Meetings (AFM) to discuss any concerns regarding service user belongings and improve care practices.
• Regularly review and update policies to reflect changes in regulations and best practices.
• Include financial transaction records (FTRs) and receipts in quarterly audits where staff support individuals with shopping/bill payments.
• Audit findings include trends (e.g., missing receipts, repeated cash discrepancies) and actions taken, including additional supervision/training where needed.

For CIW Inspectors:

• Audits confirm that service user belongings are tracked, stored securely, and managed in line with regulations.
• Action plans reflect improvements based on feedback from service users and families.

5. Compliance Monitoring and Audit Procedures

• Internal Audits: Conducted quarterly to monitor the handling and storage of personal belongings.
• Annual Reviews: Full compliance check against the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 (as amended), Welsh Government statutory guidance (last updated 27 March 2024), CIW notification requirements, and data protection law (UK GDPR and Data Protection Act 2018).
• Staff Supervisions & Appraisals: Review staff understanding of the policies related to handling service users’ belongings.

6. Conclusion

We are committed to ensuring that all service users’ belongings and valuables are handled respectfully, securely, and in accordance with legal requirements. This policy ensures that we maintain the dignity and rights of service users, safeguarding their personal items while maintaining clear documentation and accountability in compliance with CIW regulations and best practices.

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