Registration Number: {{org_field_registration_no}}

Safeguarding Adults from Abuse and Improper Treatment Policy

Policy Statement and Principles

{{org_field_name}} is fully committed to safeguarding the welfare and rights of the adults using its supported living services. We have a zero-tolerance approach to any form of abuse or improper treatment. All staff are expected to uphold the highest standards of care and respect, ensuring that service users are protected from harm, treated with dignity, and empowered to live safely. Safeguarding is not just about responding to concerns but also about actively promoting well-being, preventing abuse, and embedding a culture of openness and accountability throughout the organisation.
This policy is grounded in the six key principles of adult safeguarding as outlined in the Care Act 2014, which guide how we operate:

Empowerment: People are supported and encouraged to make their own decisions and give informed consent. We will involve individuals in safeguarding processes and seek their wishes and views on outcomes.
Prevention: It is better to take action before harm occurs. We strive to identify and reduce risks early, provide information about abuse, and create an environment where abuse is less likely to happen.
Proportionality: Our response to any safeguarding concern is appropriate and least intrusive, considering the nature of the risk. We will act in line with the level of concern, avoiding over-intrusion into people’s lives while still protecting them.
Protection: We ensure that support and representation are provided for those in greatest need. We will help people to report abuse and neglect, and we respond swiftly to protect those at risk.
Partnership: We work together with local authorities, healthcare providers, community organizations, and the Safeguarding Adults Board. We share information appropriately and collaborate to prevent and respond to abuse, recognizing that communities and other agencies have a role in safeguarding.
Accountability: We are transparent and accountable in delivering safeguarding. All roles and responsibilities are clear, and we monitor and audit our safeguarding work. Staff understand their duties, and the organisation learns from incidents to improve.

Purpose and Scope

The purpose of this policy is to outline how {{org_field_name}} prevents and responds to any allegations or incidents of abuse or improper treatment. It provides clear guidance to staff on their responsibilities and the procedures to follow, and assures service users, families, and regulators (including the Care Quality Commission) that safeguarding is embedded in our service.
This policy applies to all supported living services provided by {{org_field_name}}, specifically for adults who do not have learning disabilities, autism, mental health conditions, or dementia. It covers all staff members (whether full-time, part-time, agency, or volunteers) and any others working on behalf of {{org_field_name}}. Everyone in the organisation has a duty to uphold this policy. Service users and their families are also made aware of the standards of care they should expect, and how to report any concerns.

Legal and Regulatory Framework

{{org_field_name}} adheres to all relevant UK legislation and guidance relating to safeguarding adults. Key legislation and standards informing this policy include:

Care Act 2014: This Act provides the statutory framework for adult safeguarding. It defines safeguarding as protecting an adult’s right to live in safety, free from abuse and neglect. Under the Care Act, local authorities have duties to make enquiries if an adult with care and support needs is at risk of abuse or neglect and unable to protect themselves (Section 42). This policy aligns with the Care Act and its statutory guidance.
Human Rights Act 1998: Establishes fundamental rights and freedoms for individuals. In the context of safeguarding, key rights include the right to life (Article 2), the right to be free from torture or inhuman or degrading treatment (Article 3), the right to liberty and security (Article 5), and the right to respect for private and family life (Article 8). We ensure our care practices uphold these rights.
Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 – Regulation 13: Regulation 13, “Safeguarding service users from abuse and improper treatment,” is one of the CQC Fundamental Standards. It requires providers to protect service users from any form of abuse or improper treatment. This includes neglect, degrading treatment, unnecessary or inappropriate restraint, and unlawful discrimination. Non-compliance can result in enforcement action. {{org_field_name}} meets this regulation by having effective systems and processes to prevent and respond to abuse.
Care Quality Commission (CQC) Fundamental Standards: The CQC’s Fundamental Standards are the minimum standards below which care must never fall. Safeguarding is a key standard – service users must be kept safe from harm and abuse. CQC inspectors will assess how we protect people from abuse and how we learn from incidents. This policy demonstrates our commitment to these standards and provides guidance that inspectors and staff can refer to for understanding our safeguarding practices.

Types of Abuse and Improper Treatment

Abuse can take many forms. All staff must be able to recognise the various types of abuse and neglect, as well as signs of improper treatment. Below are definitions and examples of different forms of abuse and behaviours that are never acceptable:

Physical Abuse: Inflicting physical pain or injury, or causing impairment. Examples include hitting, slapping, pushing, kicking, misuse of medication (e.g., overmedicating or withholding medication), inappropriate restraint or physical sanctions, and force-feeding. Any non-accidental physical harm is abusive.
Emotional / Psychological Abuse: Any action that causes emotional distress, fear, or diminished self-esteem. This includes threats of harm or abandonment, intimidation, humiliation, harassment, verbal abuse (such as shouting or insults), isolation, or controlling behavior that limits a person’s independence.
Financial or Material Abuse: The illegal or improper use of an adult’s money, property, or assets. Examples include theft, fraud, exploitation, pressure in connection with wills or financial documents, misuse of power of attorney, coercing someone into financial transactions, or withholding access to money or possessions.
Sexual Abuse: Any sexual activity where the adult has not given consent or cannot give consent. This includes rape, sexual assault, inappropriate touching, indecent exposure, sexual harassment, or coercing someone to view sexual material. Any sexual relationship between a staff member and a service user is strictly prohibited and abusive.
Neglect and Acts of Omission: Failing to provide necessary care, aid, or guidance to an adult, which results in (or risks) serious impairment of their health or well-being. Examples: not providing adequate food, hydration, shelter, clothing, medical care or access to needed services; ignoring a person’s care needs; leaving someone in unsafe conditions; or failing to respond to emergencies.
Self-Neglect: When an adult neglects their own health, hygiene, or surroundings, which puts their well-being at serious risk. This might manifest as refusing care, hoarding, not attending to medical conditions, or living in unsafe/unsanitary conditions. While this behavior is self-directed, staff still have a duty to recognize it and respond by seeking support and intervention for the individual.
Domestic Abuse: Any incident or pattern of controlling, coercive, threatening, or violent behaviour between partners or family members. This can encompass physical, emotional, sexual, or financial abuse. In a supported living context, staff should be alert to signs that a service user may be experiencing abuse from a family member or partner, even if that abuse occurs off the premises.
Discriminatory Abuse: Harassment, slurs, or unfair treatment based on a person’s protected characteristics (e.g., race, gender, age, disability, religion or belief, sexual orientation). This includes hate crimes and any unequal treatment or denial of rights based on personal characteristics.
Modern Slavery: Encompasses slavery, human trafficking, forced labor, and domestic servitude. It involves the exploitation of people for personal or commercial gain. Staff should be aware that an adult in their care could be a victim of modern slavery (for example, being forced to work or being exploited sexually) and know how to report such concerns.
Organisational (Institutional) Abuse: Poor or abusive care practices within an organisation or specific care setting. This may occur when the routines, systems, or culture of a service result in the neglect or mistreatment of service users. Examples include inflexible routines that disregard individual needs, inadequate staffing leading to neglect or rough care, inappropriate use of power or punishment by staff, or a culture that accepts sub-standard care. Organisational abuse can be one-off or systemic.
Improper Treatment: Any form of care or treatment that is degrading, inhumane, or violates an individual’s rights and dignity. Under Regulation 13, this includes inappropriate or excessive use of restraint or seclusion, providing care that significantly disregards a person’s needs, treating someone in a punitive or coercive manner, or any practice that is not in the person’s best interests. Improper treatment often overlaps with other abuse types above, but it is highlighted here to ensure staff understand that any deviation from proper standards of care is unacceptable and unlawful.

Prevention and Safeguarding Culture

{{org_field_name}} believes that preventing abuse and neglect is as important as responding to it. We foster a culture where safeguarding is everyone’s business and is embedded in daily practice. Key preventative measures include:

Safer Recruitment: We follow rigorous recruitment procedures to prevent unsuitable people from working with adults. This includes verifying work references and conducting Disclosure and Barring Service (DBS) checks for all staff and volunteers before they start work.
Training and Awareness: All staff receive safeguarding adults training at induction and regular refresher training thereafter. Staff are trained to recognize the signs of abuse and improper treatment and to know the correct procedures for reporting concerns. Additional training (e.g., on the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards) is provided as appropriate to their roles.
Professional Boundaries and Code of Conduct: We have clear expectations for staff behaviour. Staff must always maintain professional boundaries and respect the dignity and rights of service users. Any form of bullying, harassment, or punitive approach is strictly prohibited. Staff are encouraged to reflect on their practice and seek guidance if uncertain.
Supportive Environment: We encourage an open culture where concerns can be raised without fear. Staff are supported by management when they report issues (including through our Whistleblowing Policy, which protects staff who raise concerns in good faith). Service users are encouraged to speak up about any worries, and we actively seek their feedback on the service.
Person-Centred Care and Risk Management: Each service user receives individualized care planning, including risk assessments that consider potential risks of abuse or neglect. By understanding each person’s needs and circumstances, we take proactive steps (such as adjusting support plans or the environment) to reduce those risks. We promote independence and choice for service users, which helps reduce vulnerability to abuse by increasing their control over their lives.
Supervision and Monitoring: Managers provide regular supervision and support to staff, reinforcing good practice. We monitor the quality of care through observations, spot-checks, audits, and feedback from service users. Early signs of potential issues (such as unexplained injuries, frequent complaints, or changes in behaviour) are taken seriously and reviewed to prevent escalation.
Partnership Working: We maintain links with community professionals and resources (e.g., GPs, social workers, community nurses, advocacy services) who can help support individuals and spot concerns early. By working in partnership, we create a network of vigilance around those we support. If issues are identified that we cannot address alone, we seek help from the appropriate external agencies.

Roles and Responsibilities

Safeguarding is the responsibility of every member of staff at {{org_field_name}}, as well as those in leadership positions. Clear roles are defined to ensure accountability and effective handling of safeguarding issues:

Designated Safeguarding Lead (Safeguarding Officer)

{{org_field_name}} designates a senior staff member as the Safeguarding Lead (also known as the Safeguarding Officer or Champion).

Safeguarding Lead

Safeguarding Lead name: {{org_field_safeguarding_lead_name}}
Safeguarding Lead role: {{org_field_safeguarding_lead_role}}
Phone number: {{org_field_phone_no}}
Email address: {{org_field_email}}

This person takes overall responsibility for coordinating safeguarding within the service. Key responsibilities of the Safeguarding Lead include:

Being the main point of contact for all safeguarding concerns and ensuring concerns are taken seriously and acted upon immediately.
Providing advice and support to staff who report concerns, and guiding them through the safeguarding process as needed.
Liaising with external agencies (such as the Local Authority Safeguarding Adults Team, police, CQC) when a safeguarding concern needs to be referred or investigated through multi-agency procedures. The Safeguarding Lead will usually make or oversee any required formal referrals to the local authority and ensure appropriate information sharing.
Ensuring all details of concerns, decisions, and actions are properly recorded and kept confidential. The Safeguarding Lead maintains a central log of all safeguarding incidents, alerts, and outcomes for the organisation.
Monitoring that safeguarding plans or actions agreed with the Local Authority (for example, during a safeguarding enquiry) are implemented and followed through.
Supporting the service user involved, including making sure they (and their family or advocate, where appropriate) are kept informed and involved in decisions, consistent with the principle of Making Safeguarding Personal.
Reviewing and updating this policy and related procedures regularly (at least annually or when legislation changes) and ensuring that learning from any safeguarding incidents is incorporated into practice.
Promoting a safe culture within the organisation – for example, by ensuring staff training is up to date, disseminating new guidance or lessons learned, and encouraging reflective practice on safeguarding issues.

All Staff and Volunteers

Every staff member and volunteer at {{org_field_name}} has a duty to protect the people we support from abuse and to uphold this policy. Key responsibilities for all include:

Remain vigilant at all times for signs of abuse or improper treatment. Be aware of the potential for abuse in its various forms (as described in this policy) and observe any changes in service users’ behaviour, physical condition, or environment that may indicate a problem.
Follow the safeguarding procedures outlined in this policy without delay whenever a concern arises about the safety or welfare of an adult. This includes reporting concerns to the appropriate person (e.g., line manager or Safeguarding Lead) immediately.
Listen to and respect individuals who disclose abuse. Ensure they are taken seriously and their concerns are not dismissed. Offer reassurance that they have done the right thing by speaking up and that the information will be passed on to those who can help.
Maintain confidentiality appropriately, sharing information about concerns only with relevant people such as the Safeguarding Lead or external professionals involved in addressing the issue. Do not investigate or confront alleged perpetrators on your own – follow the reporting procedure.
Participate in all required safeguarding training and refresh knowledge regularly. Ensure you understand this policy and related guidelines. Ask for clarification or further training if you feel unsure about any aspect of safeguarding.
Contribute to creating a safe environment. Treat all service users with dignity and respect, following care plans and behaviour support plans correctly. Challenge any colleague’s practice that you believe is not in line with this policy (and report it to a manager).
Understand that safeguarding is about the wellbeing of the person – wherever possible, involve the adult (and their advocate or representative if they have one) in decisions affecting them. Respect the individual’s rights, such as the right to make choices (even if those choices involve a degree of risk), while ensuring they have the information and support to make informed decisions.
Be aware of the Whistleblowing Policy and use it if needed. If you feel unable to report a concern through the normal line of management (for example, if the concern is about your manager or you believe it is not being taken seriously), you have a responsibility to escalate it to higher management or directly to external agencies like the Local Authority or CQC.

Management and Leadership

Managers and senior leaders of {{org_field_name}} (including the Registered Manager) are responsible for ensuring that safeguarding is prioritised within the organisation.

Registered Manager

Registered Manager first name: {{org_field_registered_manager_first_name}}
Registered Manager last name: {{org_field_registered_manager_last_name}}
Registered Manager email: {{org_field_registered_manager_email}}
Registered Manager phone number: {{org_field_registered_manager_phone}}

Their responsibilities include:

Ensuring that this Safeguarding Policy is implemented effectively and reviewed regularly. Management must approve and endorse the policy and any updates, making sure it aligns with current legislation and local safeguarding procedures.
Allocating sufficient resources (time, staffing, training, budget) to support robust safeguarding practices. This includes making sure every staff member receives appropriate induction and ongoing training.
Fostering an organisational culture where safeguarding is openly discussed and any concerns can be raised without fear of reprisal. Leaders must lead by example in treating service users with care and respect.
Overseeing that all safeguarding concerns are handled appropriately. Managers support the Safeguarding Lead in their role and ensure that referrals to the Local Authority are made when required. They also ensure that any learning from incidents is acted upon to improve practice.
Notifying external authorities and regulators as required. For example, if a serious incident occurs, management will ensure that CQC is notified (as per regulatory requirements) and that we cooperate fully with any investigations by the local Safeguarding Adults Team or other agencies.
Holding staff accountable for their safeguarding duties. If a staff member is found to have failed in their responsibilities or to have engaged in abusive behaviour, management will take prompt action in line with disciplinary procedures and report to relevant bodies (such as the DBS, police, or professional regulators, as appropriate).

Procedures for Reporting and Responding to Safeguarding Concerns

All concerns or suspicions of abuse or improper treatment must be taken seriously and dealt with swiftly and appropriately. The following procedures outline how staff (and others) should raise concerns, and how those concerns are handled within {{org_field_name}}. We emphasise prompt reporting, thorough investigation, and partnership with external authorities at every step.

Recognising and Raising Concerns

Staff should be proactive in recognising potential abuse or neglect. This may involve observing physical signs (e.g., unexplained injuries, sudden weight loss, poor hygiene), emotional signs (e.g., fearfulness, withdrawal, changes in mood), financial anomalies (e.g., missing belongings or funds), or anything that just doesn’t feel right in the way a person is being treated. If something raises concern:

Do not ignore it. Trust your instincts. It’s better to report a suspicion that turns out to be unfounded than to miss a situation of abuse.
Ensure immediate safety if needed. If the person is in immediate danger or in need of urgent medical attention, take action to secure their safety. This might mean calling emergency services (999) for medical assistance or the police if a crime is in progress or imminent.
Listen and reassure. If the adult confides in you (makes a direct disclosure of abuse), stay calm and listen carefully. Reassure them that they were right to tell you and that you will help. Do not promise to keep secrets – explain that you will need to report it to people who can help keep them safe, but you will only tell those who absolutely need to know.

Internal Reporting Procedure

As soon as any staff member or volunteer suspects abuse, witnesses an incident, or receives an allegation or disclosure, they must report it internally immediately. The standard reporting route is:

Report verbally to a manager or the Safeguarding Lead: Inform your immediate line manager or the Designated Safeguarding Lead without delay. Do this as soon as possible (ideally immediately, and definitely before the end of your shift). If the allegation involves your line manager or you suspect your manager may not act on the concern, go directly to the Safeguarding Lead or, if necessary, another senior manager.
Document the concern: As soon as you are able, write down all details of the concern using the Safeguarding Incident Report Form. Include factual information: what happened or what was observed/heard, who was involved, when and where it occurred, and any immediate actions taken. Sign and date your report. (Do not delay the verbal report while writing the details – do both, with the verbal alert first, followed by written record.)
Notify the Safeguarding Lead: If you initially reported to a line manager, that manager must immediately inform the Safeguarding Lead (unless the Safeguarding Lead is already aware). If the Safeguarding Lead is unavailable, inform the on-call senior manager. The Safeguarding Lead (or deputy) needs to be alerted to every safeguarding concern as soon as possible.

Out of hours phone number: {{out_of_hours}} (the person on call will handle the incident and offer further guidance if needed).

Protect evidence and individuals: If the concern involves a specific staff member or volunteer potentially harming an adult, that person should be removed from duties that involve direct contact with service users, pending further investigation. This may involve a precautionary suspension in line with HR procedures, to ensure the safety of all while the matter is looked into. Additionally, preserve any evidence (for example, keep any clothing, documents, or records intact, and secure any CCTV footage if applicable).
Initial assessment by Safeguarding Lead: The Safeguarding Lead (or senior manager handling the incident) will quickly assess the information gathered and decide on next steps. If there is reasonable cause to suspect abuse or improper treatment, they will escalate the concern to external authorities (see below) without delay. The Safeguarding Lead will also ensure any immediate support or protection needed for the service user is provided (such as medical attention, extra supervision, or reassurance). They will document the decision-making process and any actions taken.

External Reporting and Safeguarding Enquiries

{{org_field_name}} works in partnership with the Local Authority and other agencies in accordance with multi-agency safeguarding procedures. Under the Care Act 2014, the Local Authority is the lead agency for coordinating safeguarding enquiries. Our procedure for involving external authorities is:

Referral to Local Authority Safeguarding Adults Team: The Safeguarding Lead or Registered Manager will report the concern to the Safeguarding Adults Team of the local authority (for the area where the service user lives). This referral should be made immediately for any serious incident, and generally within 24 hours of the concern being raised. Contact details for the Local Authority Safeguarding Team are provided below. We will follow any required referral format (such as an online portal or written alert form) as directed by the Local Authority.

Local Authority name: {{org_field_local_authority_authority_name}}

Local Authority link to the online form: {{org_field_local_authority_information_link}}

Local Authority Phone Number: {{org_field_local_authority_phone_number}}

Involving the Police: If a potential crime has been committed (for example, allegations of physical assault, sexual abuse, theft or financial fraud, harassment or intimidation), the police must be notified without delay. The Safeguarding Lead or manager will contact the police to report the incident and seek immediate guidance on preserving evidence.

Police: 999 if the person is in immediate life threatening danger, or 111 for non-life threatening incidents.

Staff should avoid disturbing any potential evidence of a crime (for instance, not cleaning a scene or washing clothing/bedding if a physical or sexual assault is alleged) until the police advise.

Cooperating with the Safeguarding Enquiry: We will cooperate fully with the Local Authority’s safeguarding enquiry (investigation). This may involve providing detailed information, attending strategy meetings or case conferences, and carrying out any internal actions requested (such as suspending staff, providing witness statements, or adjusting care arrangements). The Safeguarding Lead will act as the liaison for communications with external bodies. All staff are expected to assist in the enquiry as needed and to be honest and transparent.
Informing Family/Representatives: With the permission of the adult (and if it does not put the person or others at further risk), the Safeguarding Lead or manager will inform the service user’s next of kin or representative that a safeguarding concern has been raised and is being dealt with. We recognize the importance of family support, but also respect an adult’s right to confidentiality. If the adult has capacity and does not want their family informed, we will honour that wish unless there is an overriding risk to others or a legal requirement. If the adult lacks capacity to decide about family involvement, a best interest decision will be made, possibly involving an advocate, on who to inform.
Consent and the Adult’s Wishes: We always consider the adult’s consent when reporting a safeguarding issue. If the adult at risk does not want a referral made, the Safeguarding Lead will discuss the reasons and explain the duty of care to protect them. In some cases, we may still need to report the concern without consent – for example, if others are at risk, if a serious crime has occurred, or the person is believed to be under undue influence. The decision to report without consent will be taken carefully, documenting the justification (e.g. “vital interests” or public interest). The individual will be informed of the decision and supported throughout.
Notification to CQC: Management will notify the Care Quality Commission about any safeguarding incident or allegation of abuse in line with regulatory requirements. CQC must be informed of certain events (such as abuse or allegations of abuse involving a person using the service) via statutory notification. The Registered Manager or the Nominated Individual will complete and send the required notification form to CQC without delay and will cooperate with any follow-up from CQC.

Throughout any external safeguarding process, {{org_field_name}} will continue to monitor the well-being of the service user and take any further internal actions necessary to ensure their safety (for example, increasing supervision, providing counselling support, or temporarily relocating the person if needed for their safety). We will also keep detailed records of all communications and actions related to the external enquiry.

Reporting to the Local Authority Designated Officer (LADO)

In some safeguarding situations involving allegations of abuse or harm by staff or volunteers, particularly where the concern indicates that the person may pose a wider risk to children or vulnerable people outside of our service, {{org_field_name}} will also consider referral to the Local Authority Designated Officer (LADO).

The LADO is responsible for overseeing the management of allegations against people who work with children and vulnerable individuals in any capacity, whether in a paid or voluntary role, and may become involved when:

The person works or volunteers with both adults and children.
The concern indicates that the person may pose a risk of harm to children or young people.
The concern involves conduct which could call into question the person’s suitability to work with vulnerable groups more broadly.
There is suspected grooming, sexual misconduct, or boundary violations relevant to children or vulnerable adults.

When a safeguarding concern or allegation involves a staff member or volunteer at {{org_field_name}}, the Designated Safeguarding Lead (or Registered Manager) will undertake an initial assessment of whether the LADO needs to be informed alongside usual adult safeguarding referrals.

If LADO involvement is required:

The Safeguarding Lead will make contact with the relevant LADO team for the local authority where the alleged incident occurred or where the staff member resides.
Full cooperation will be given to the LADO’s processes, including providing any information required for assessment and attending multi-agency meetings as appropriate.
The employee may be suspended or assigned non-contact duties pending the outcome of investigations, in line with {{org_field_name}}’s disciplinary procedures and duty of care towards all parties.

Referral to the LADO does not replace or delay any safeguarding adult referrals made under the Care Act 2014. Both processes may proceed in parallel where necessary to protect all vulnerable people potentially affected.

The Designated Safeguarding Lead will document all actions, consultations, and decisions related to any LADO referral, ensuring transparency and accountability.

Contact details for the local LADO service will be kept up to date and accessible to the Safeguarding Lead and management team.

Local Authority: {{org_field_local_authority_authority_name}}

Email: {{org_field_local_authority_authority_email}}

Phone: {{org_field_local_authority_phone_number}}

Link: {{org_field_local_authority_information_link}}

Support and Guidance for People we Support, Families, and Advocates

{{org_field_name}} is committed to ensuring that the people we support are at the heart of safeguarding. We operate under the principle “nothing about you without you.” As far as possible, the individual affected by a safeguarding concern will be involved in decisions and kept informed about what is happening. We also recognise the important role that families, friends, and advocates can play in supporting the adult. Our approach includes:

Giving Service Users Information: We provide all people we support (and/or their representatives) with information about their right to be safe and how to raise a concern. This may be in the form of a user-friendly leaflet, inclusion in a welcome pack, or an explanation by staff. They are informed upon starting to use the service about this Safeguarding Policy and the ways they can report any worries (whether by speaking to staff, contacting the Local Authority Safeguarding Team, or informing the CQC or police directly).
Encouraging Speaking Up: We encourage individuals to speak up if something is wrong. If a service user has a concern, we will listen and take it seriously. We make sure they know that they can also contact external agencies directly if they prefer, such as the local Safeguarding Adults Team or CQC, and that they will be supported if they do so. We reassure service users that they will not get into trouble for reporting a genuine concern.
Family Involvement: With the consent of the person we support, we involve family members or appropriate friends in safeguarding discussions and plans. Families often notice subtle changes or have gut feelings – we want them to feel comfortable raising issues. We offer guidance to families on the signs of abuse and how to report concerns. (If a family member or friend is suspected of being the source of abuse, we handle that situation sensitively, ensuring the matter is investigated by the proper authorities while also protecting the rights of all involved.)
Advocacy: If a person would benefit from additional support to express their views or exercise their rights (for example, if they have communication difficulties or lack capacity to make certain decisions), we will involve an independent advocate. This could include referring to a local advocacy service or, where applicable, arranging an Independent Mental Capacity Advocate (IMCA) as provided under the Mental Capacity Act 2005 for important decisions in a safeguarding context. The advocate’s role is to support the person’s understanding and involvement in the process, and to help represent their wishes and interests.
Transparency and Feedback: We keep the service user (and their chosen representative, if applicable) informed about the progress and outcome of any safeguarding concern they raised. We explain what actions are being taken and why. At the conclusion of a case, we (along with the social worker or safeguarding coordinator from the local authority) will discuss the outcome with the adult and ensure they understand what has been found and what will happen next. If no further action is taken, we will, to the extent appropriate, explain the reasons.
No Retaliation: We assure service users and families that raising a concern will never result in any form of retaliation or negative consequence for them. Any suggestion of reprisal or victimisation of someone for reporting a concern would itself be treated as a serious matter. Our priority is that people feel safe to speak up. If a service user or family member ever feels they are being treated unfairly after reporting something, they are encouraged to notify senior management or contact external authorities.

Report a concern internally:

Verbally report the concern immediately to a staff member, Safeguarding Lead or Registered Manager.

Send an email detailing the concern to the Registered Manager at: {{org_field_registered_manager_email}}.

Call the office to inform the Registered Manager or Safeguarding Lead at {{org_field_phone_no}}.

If the concern arises out of office hours, call the out-of-hours phone number: {{out_of_hours}}.

Website: {{org_field_website}} – using the contact form provided

Accessibility of the Policy

{{org_field_name}} will ensure this Safeguarding Policy is accessible to all who need to see it, including service users, families, and staff. We recognise that not everyone communicates or understands information in the same way. Measures to promote accessibility include:

Formats: This policy can be made available in alternative formats upon request. For example, we can provide large-print versions for those with visual impairments, an audio version for those who have difficulty reading, or translations for those who speak other languages. We will also produce an “easy read” summary version with simple language and pictures if that would help service users to understand the key points.
Communication: Key points of the policy (such as our zero-tolerance stance on abuse and how to report concerns) are explained to the people we support in an appropriate way, especially during their introduction to the service. Important information – like “If you feel unsafe or unhappy, tell someone” – may be displayed on notice boards or communal areas in clear, simple language. Staff take time to check that service users understand how to get help if they need it.
Staff Access: All staff are provided with a copy of this policy (either electronically or in hard copy) and are required to familiarise themselves with it. The policy is discussed in team meetings and one-to-one supervisions to reinforce understanding. It’s also readily accessible in the workplace – for example, kept in a policy folder at the service location and/or on the organisation’s intranet – so that staff can reference it at any time.
Review with Service Users: We periodically seek feedback from service users about whether they feel safe and know how to raise concerns. This might be done in tenant meetings or individual keyworker sessions. Their input helps us ensure the policy is not just a document but is effectively implemented in practice. If they have suggestions (for example, a better way to share information about safeguarding), we take that into account.

Monitoring, Review, and Accountability

Continuous improvement in safeguarding is essential. {{org_field_name}} will monitor the implementation of this policy and ensure accountability at all levels. Key actions include:

Incident Monitoring: All safeguarding incidents, concerns, and alerts are logged by the Registered Manager and Safeguarding Lead. Trends or patterns (for example, repeated medication errors, similar incidents involving a particular individual or location, or incidents occurring at certain times) are analysed by management to identify any systemic issues. This helps us take proactive steps to improve care and prevent future incidents.
Audits and Reviews: We conduct periodic audits of our safeguarding practices. For instance, we might review a sample of incident reports to ensure proper procedure was followed, check that all staff training is up to date, or verify that records are stored correctly and confidentially. We may also utilise tools or checklists provided by the local Safeguarding Adults Board or commissioning bodies to self-assess our performance. Any findings from audits are used to create action plans for improvement.
Staff Supervision and Debriefs: Managers include safeguarding as a regular agenda item in team meetings and in one-to-one supervisions with staff. Lessons learned from any incidents or new guidance (e.g., updates in law or best practice) are shared and discussed. When serious incidents occur, we hold debrief sessions to support staff involved and to reflect on what happened, what was done well, and what could be improved.
Governance: The organisation’s leadership (e.g., senior management team or board of directors) receives regular reports on safeguarding matters. This includes statistics on concerns raised, actions taken, and outcomes. Leadership uses this oversight to ensure that appropriate actions are taken in response to any failings and to hold the service to account. Safeguarding will also be a standing item in governance meetings, ensuring it remains a top priority.
Policy Review: This policy is reviewed at least annually, or more frequently if there are changes in legislation or significant lessons learned from safeguarding cases. Reviews are led by the Registered Manager with input from staff at all levels and, where possible, from service users or their representatives. Any revisions to the policy are approved by {{org_field_name}}’s leadership and communicated to staff (with additional training if needed). Updated policies are redistributed and old versions archived.

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}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.

SL13-Safeguarding Adults from Abuse and Improper Treatment Policy