Safeguarding Adults

Safeguarding Adults Policy

Policy statement
The Healing Hubs Charity is committed to promoting the welfare and safety of adults at risk and to protecting them from abuse, neglect, harm, exploitation, and mistreatment. The charity recognises its legal and moral duties under the Care Act 2014 and related safeguarding legislation, guidance, and best practice. All staff, volunteers, trustees, and contractors are responsible for safeguarding and promoting the welfare of adults at risk, regardless of role, location, or service delivery method (in-person, telephone, online, or hybrid services).

Scope
This policy applies to all The Healing Hubs Charity activities and services, including:

·  Community-based befriending services

·  Meeting Places

·  Warm Hubs

·  Day trips

·  Companion home visits

·  Befriending telephone calls

·  Befriending telephone line

·  Online befriending groups and workshops

·  Any other services commissioned, funded, or delivered by the charity

Key principles

·  Empowerment: Promote choice and control for adults at risk.

·  Protection: Prioritise safety and act decisively to protect from abuse.

·  Prevention: Identify risks early and reduce likelihood of harm.

·  Proportionality: Respond appropriately to the level of risk.

·  Partnership: Work in collaboration with adult(s), carers, families where appropriate, and statutory authorities.

·  Accountability: Clear lines of accountability, governance, and feedback.

Definitions

·  Adult at risk: An adult (18+) who has needs for care and support and who is, or may be, at risk of abuse or neglect due to disability, mental health, learning disability, age, illness, or other circumstances.

·  Abuse and neglect: A violation of an individual’s human and civil rights by any person, in any setting, that causes harm or distress. See categories below.

Categories of abuse and neglect (non-exhaustive)

·  Physical abuse: Hitting, slapping, pushing, restraint, misuse of medication, or any action causing physical harm.

·  Psychological/emotional abuse: Intimidation, coercion, threats, humiliation, isolation, controlling behaviour.

·  Sexual abuse/avoiding: Any non-consensual sexual activity or exploitation.

·  Financial or material abuse: Theft, misuse of money, scams, pressure to part with assets, exploitation.

·  Domestic abuse: Violence or abuse by a family member or intimate partner, including coercive control.

·  Modern slavery and exploitation: Forced labour, trafficking, debt bondage, coercion.

·  Neglect and acts of omission: Failure to meet basic needs, including food, care, warmth, medical care.

·  Discriminatory abuse: Based on protected characteristics (age, disability, gender identity, ethnicity, religion, sexuality, etc.).

·  Self-neglect: Inadequate self-care or poor self-management that places the adult at risk.

Signs and symptoms (illustrative; not exhaustive)

·  Sudden changes in mood, behaviour, or confidence

·  Unexplained physical injuries or burns

·  Poor hygiene, malnutrition, or dehydration

·  Fear of a caregiver, partner, or family member

·  Isolation or withdrawal from social activities

·  Unpaid bills, unusual bank activity, or hidden assets

·  Reluctance to discuss or disclose concerns; difficulty in speaking out

·  Signs of coercion or bribery; excessive fear of losing support services

·  Inconsistent explanations for injuries or conditions

·  Signs of self-neglect (poor living conditions, untreated health conditions)

Organisational roles and responsibilities
Board of Trustees

·  Ensure safeguarding is a core organisational priority.

·  Appoint the Designated Safeguarding Lead (DSL) (Chair of Trustees) and ensure independence, authority, and access to necessary resources.

·  Approve safeguarding policies, training plans, and annual reporting.

·  Ensure whistleblowing and escalation procedures are robust and accessible.

Designated Safeguarding Lead (DSL) – Chair of Trustees

·  Lead on safeguarding matters across all services (befriending, Meeting Places, Warm Hubs, day trips, home visits, remote/online activities).

·  Ensure safeguarding policies are implemented, reviewed, and updated.

·  Maintain a safeguarding culture with staff and volunteers; lead investigations and escalation to statutory authorities as required.

·  Ensure safe recruitment, DBS checks, training, risk assessment, and partner coordination.

·  Maintain confidential safeguarding records in line with data protection requirements.

·  Provide support to staff/volunteers who disclose concerns and manage referrals to local safeguarding authorities as appropriate.

·  Ensure the safeguarding pathway is followed (see procedures).

Team Managers

·  Ensure staff/volunteers receive appropriate safeguarding training, supervision, and support.

·  Manage day-to-day safeguarding concerns related to their services, in liaison with the DSL.

·  Ensure safeguarding risk assessments are completed for activities (including day trips, in-person events, online sessions).

·  Maintain up-to-date service-specific safeguarding arrangements and contact details.

All staff, volunteers, and contractors

·  Understand and apply safeguarding policies and procedures.

·  Attend mandated safeguarding training and annual refreshers.

·  Report concerns promptly to the DSL using the formal reporting route.

·  Maintain safe recruitment practices (where applicable) and comply with DBS requirements.

·  Respect privacy, consent, and confidentiality, unless there is a safeguarding risk that requires disclosure.

Policy and procedural framework
1) Safer Recruitment and DBS checks

All paid staff and all volunteers who work in direct contact with adults at risk will undergo enhanced DBS checks (with barred list as applicable), appropriate identity checks, and employment references prior to role start, in line with applicable laws and regulations.

Risk-based ongoing monitoring to ensure suitability to continue service delivery.

Use of a rigorous recruitment and induction process, including safeguarding training.

2) Training and awareness

Mandatory safeguarding training for all staff and volunteers (initial and refresher annually) covering:

Recognising abuse and safeguarding signs
Responding to disclosures
Reporting procedures and escalation
Data protection and confidentiality
Capacity and consent
Safe handling of online platforms and safeguarding online activity
Specific guidance for befriending and home-visit activities

Role-specific training for managers and DSL, including escalation, complex safeguarding, and partnership working.

3) Information sharing, consent, and confidentiality

Information sharing should be proportionate, necessary, and in the best interests of the adult at risk.

Obtain consent where possible, but do not delay safeguarding actions due to lack of consent. Where risk is imminent or the adult lacks capacity to consent, information may be shared following legal frameworks (e.g., safeguarding processes, Mental Capacity Act 2005, MCA best interests decisions).

Use appropriate data protection measures in line with GDPR and the Data Protection Act 2018; ensure secure recording of safeguarding concerns and maintain confidentiality.

4) Capacity and consent

Apply the Mental Capacity Act 2005 principles: assume capacity unless proven otherwise, support decision-making, and act in the person’s best interests when they lack capacity.

For online groups or workshops, assess ability to participate and provide alternatives if needed to maintain safety and inclusion.

Document capacity assessments and best-interest decisions clearly.

5) Protection in service delivery

For in-person activities (Meeting Places, Warm Hubs, day trips, companion visits): risk assessment for safeguarding and physical safety; ensure accessibility and safe transport arrangements; ensure volunteer/staff supervision and buddying where needed.

For befriending calls/lines and online activities: ensure safe communication practices, monitoring, and escalation routes; train volunteers in handling sensitive information and boundaries.

For online groups/workshops: implement safeguarding controls, clear terms of use, moderation policies, reporting channels, and data security.

6) Safeguarding pathways and reporting (the core process)

The DSL is the first point of contact for safeguarding concerns.

Any staff/volunteer who has concerns or receives a disclosure must follow the safeguarding reporting pathway (as detailed below). Do not investigate beyond initial information gathering; focus on ensuring immediate safety and reporting to the DSL.

7) Whistleblowing and raising concerns

All staff and volunteers have access to a whistleblowing policy that enables safe reporting of safeguarding concerns or misconduct within the organisation or by partners.

Ensure anonymity if requested, where feasible, and guarantee no retaliation for whistleblowers.

8) Partnerships and referrals

Where safeguarding concerns involve a partner organisation or external agency, escalate promptly with the DSL to ensure appropriate joint action and referrals to Local Authority Safeguarding Adults Boards (SABs) or equivalent.

Maintain a log of referrals and outcomes; ensure ongoing communication with relevant authorities and the adult at risk when possible.

9) Recording and case management

Safeguarding records must be kept securely, with clear timelines, actions taken, and outcomes.

Maintain an auditable trail, ensuring data is stored securely and in line with data protection requirements.

Use a standard safeguarding log/template for consistency.

10) Review, audit, and continuous improvement

The DSL shall conduct annual safeguarding audits and report to the board; update policies and training as required.

Seek feedback from service users, carers, and staff to improve safeguarding practices.

Procedures: Safeguarding pathway (step-by-step)
1) Immediate risk assessment

If there is immediate risk of harm, contact emergency services (999) and then inform the DSL as soon as possible.

If there is immediate risk to an adult at risk, ensure their safety and document the risk indicators.

2) Initial disclosure or concern

If an adult discloses abuse or you identify signs of abuse, respond calmly, listen, and reassure them that they were right to tell you.

Do not promise secrecy; explain you may need to share information to protect them.

3) Record the concern

Make a contemporaneous, factual record of the concern/disclosure as soon as possible (date, time, location, what was said or observed, who is involved, and any visible injuries or risk indicators).

Use the safeguarding log template.

4) Notify the Designated Safeguarding Lead (DSL)

The safeguarding concern is reported to the DSL (Chair of Trustees) immediately or within the allocated response time in your service area.

If the DSL is not available, escalate to one of the other Trustees or the Team Manager and inform the DSL as soon as they are reachable.

5) Decision on action

The DSL assesses risk and, in collaboration with the staff, considers safeguarding options:

No safeguarding concerns identified; continue monitoring, provide information, and re-assess as needed.
Safeguarding referral to local authority and/or police; determine the appropriate action and inform relevant parties in line with safeguarding protocols.
Provision of additional support to the adult at risk (e.g., additional befriending support, risk management planning).

For out-of-hours concerns, consider contacting your designated out-of-hours safeguarding line or local authority emergency number, as appropriate.

6) Referrals to statutory bodies

If safeguarding concerns meet safeguarding thresholds, make a referral to the Local Authority Safeguarding Adults Team (LA SAT) or equivalent body in your jurisdiction (England: SAB; Wales: Safeguarding Boards).

The DSL leads on safeguarding referrals, including providing necessary information and documentation to the appropriate authority.

7) Service user safety plan

If applicable, create a safety plan in collaboration with the adult at risk (and their consent), which may include changes to activities, supervision levels, or alternative support arrangements.

8) Follow-up and case review

The DSL ensures ongoing monitoring, sharing updates with relevant parties (as appropriate and lawful), and adjusting the safety plan as needed.

Conduct a post-incident review to identify learning points and update policies and training accordingly.

9) Confidentiality and information sharing

Ensure information sharing is lawful and is limited to what is necessary to protect the adult and others.

Record all decisions and share with relevant persons under data protection guidelines.

Specific safeguarding considerations for The Healing Hubs Charity services

Befriending services (in-person and telephone)

Ensure volunteers are trained to handle disclosures; establish boundaries; avoid offering professional advice beyond support.
Establish clear consent processes for information sharing and escalation.
Provide bypass options for sensitive topics and connect with professionals where needed.

Meeting Places and Warm Hubs

Ensure premises have safe access, emergency procedures, and staff/volunteer supervision.
Run risk assessments for accessibility, fire safety, and safeguarding concerns.

Day trips

Pre-briefing and risk assessments for participants; ensure adequate supervision and staff-to-person ratio; have a contingency plan for incidents.
Document emergency contacts and medical needs; transport safety measures.

Companion home visits

Conduct pre-visit risk assessments; ensure buddy system for volunteers; verify safety of the visitor and setting.
Ensure confidentiality and boundaries; avoid sharing sensitive information inappropriately.

Online befriending groups and workshops

Use moderated platforms; agree on terms of use, conduct, and reporting channels.
Ensure privacy settings, data security, and safe online practices; have procedures for reporting online abuse or exploitation.

Befriending line and telephone line

Provide clear process for reporting concerns received via phone lines; ensure lines are staffed by trained volunteers or staff; maintain call logs securely.
Protect confidentiality and ensure escalation pathways for concerns.

All services

Ensure accessibility for adults with disabilities; provide alternative formats and support if needed.
Ensure information is accessible in formats and languages appropriate to participants.
Obtain consent for participation in services, respect privacy and autonomy, and consider capacity issues as needed.

Safeguarding communications and accessibility

·  Ensure safeguarding information is accessible to staff, volunteers, and participants 

·  Provide clear contact details for safeguarding inquiries 

Monitoring, governance, and quality assurance

·  Annual safeguarding report to the Board of Trustees assessing:

Number of safeguarding concerns raised and outcomes
Training completion rates
Effectiveness of safeguarding pathways
Feedback from participants and staff

·  External safeguarding audits or peer reviews as applicable.

·  Regular policy reviews, with at least an annual review, or sooner if legislation or best practice changes.

Records and data protection

·  Maintain safeguarding records in secure, access-controlled systems or locked files.

·  Retain records in line with the data retention policy and legal requirements; ensure deletion or anonymisation as appropriate.

Equality, rights, and inclusion

·  Ensure safeguarding practices respect diversity and protect against discrimination.

·  Ensure adults at risk from minority or protected characteristics receive equal protection and support.

Escalation matrix

·  Level 1: Immediate risk—contact emergency services, inform DSL, document.

·  Level 2: Non-immediate safeguarding concern—inform DSL; decide on referrals; document and monitor.

·  Level 3: Complex safeguarding case—DSL coordinates with statutory authorities; record management and board reporting.

Last Reviewed: April 2026