1. Our commitment
We aim to provide practical cleaning, clearance, organising and property support in a way that respects people’s safety, dignity, choices and belongings.
We take concerns about abuse, neglect and exploitation seriously. We respond proportionately, respect confidentiality and seek appropriate help when needed.
Our services are practical property services. We do not provide childcare, personal care, clinical treatment or statutory safeguarding assessments.
This policy applies to anyone working on behalf of Outdoor Indoor Cleaning Co Ltd.
2. Adults-only services and children in the home
Our services are for clients aged 18 and over. We do not accept children as clients.
Children may be present during a visit, but a parent, guardian or responsible adult must supervise them throughout. Our workers cannot act as the supervising adult.
Children must be kept away from tools, cleaning products, waste and active work areas.
If appropriate supervision is not in place, we will pause work. If it cannot be restored, we will end the visit and discuss arrangements for any future work.
Although we do not provide services to children, we will act on concerns about a child’s safety that arise during our work.
3. Recognising safeguarding concerns
Concerns may include:
- Physical, sexual or emotional abuse.
- Financial abuse, theft, coercion or exploitation.
- Domestic abuse or controlling behaviour.
- Neglect, discriminatory abuse, organisational abuse or modern slavery.
- Self-neglect or living conditions presenting serious risks.
- A child being exposed to harm or left without appropriate supervision.
Clutter, hoarding, disability, mental health difficulties or an unconventional lifestyle do not, by themselves, establish abuse or an inability to make decisions.
We consider the person’s circumstances and specific risks without judgement. We do not diagnose conditions or investigate suspected abuse.
4. Consent, choices and belongings
We explain and agree the scope of work before starting. Clients can ask us to pause or stop.
We ask permission before moving, sorting, photographing or disposing of belongings. Permission to clean does not automatically mean permission to discard items.
Where ownership or authority is unclear, we pause the relevant work until it is clarified.
We do not assume that a relative, referrer or person paying for the service has authority to make decisions for the client.
Adults are presumed able to make their own decisions unless there is reason to question their capacity for a particular decision. An unwise decision alone does not demonstrate a lack of capacity.
We support clients to understand the proposed work and express their choices. If uncertainty about consent or decision-making cannot be resolved, we pause the relevant work and seek appropriate advice. We do not carry out formal capacity assessments.
5. Professional boundaries
Anyone working on behalf of the company must:
- Treat clients respectfully and avoid pressure, threats or judgement.
- Respect privacy, personal space and agreed boundaries.
- Never borrow money from clients or enter private financial arrangements with them.
- Decline significant gifts or gifts that could create a conflict of interest.
- Never use a client’s bank card, PIN, passwords or accounts.
- Keep payments within the company’s agreed business arrangements.
- Obtain separate, informed permission for photographs and any publicity use.
- Report safeguarding concerns promptly to the Company Director.
6. Responding to a concern or disclosure
If someone tells us about abuse or harm, we will:
- Listen calmly and take them seriously.
- Avoid leading questions and ask only what is necessary to understand immediate safety needs.
- Avoid investigating or confronting the person alleged to be responsible.
- Explain that relevant information may need to be shared to protect someone.
- Avoid promising secrecy or a particular outcome.
- Record the concern factually and promptly.
Where safe and appropriate, we will ask the adult what they want to happen and involve them in decisions.
If someone is in immediate danger or needs emergency assistance, we will call 999.
For concerns that are not an emergency, the Company Director will seek advice or make a referral to the relevant local authority adult safeguarding team or children’s services. Police involvement may also be appropriate where a crime is suspected.
We normally seek the adult’s agreement before making a referral. Information may need to be shared without agreement where there is an appropriate lawful basis, for example where there is a serious risk to someone’s safety, a risk to a child or another person, or a legal requirement.
We will seek safeguarding advice where uncertain and record the reasons for sharing or not sharing information.
We will not delay necessary action because the Company Director is unavailable.
7. Working across council boundaries
We work mainly across Derbyshire and Nottinghamshire, including their separate city council areas.
Safeguarding concerns will normally be referred to the relevant local authority where the person lives.
Derby City Council and Nottingham City Council have separate safeguarding services from Derbyshire County Council and Nottinghamshire County Council.
Where responsibility is unclear, we will seek advice promptly rather than delay action. Where a person is temporarily outside their home area, we will explain their location and circumstances to the service contacted so that the appropriate authorities can coordinate.
In an emergency, we will call 999 regardless of council boundaries.
8. Recording and confidentiality
We record safeguarding concerns promptly and factually, including:
- The date, time and location.
- What was observed and, where possible, the person’s exact words.
- Any immediate risks.
- The person’s wishes.
- Actions taken and advice received.
- Information shared, with whom and why.
- Reasons for decisions.
We distinguish observations from opinions and collect only information necessary to respond to the concern.
Records are stored securely, with access limited to those who need them. We share relevant information only with appropriate people or agencies using a lawful basis and in accordance with data protection requirements.
Records are retained only as long as necessary, taking account of relevant legal, insurance and safeguarding requirements. We do not promise absolute confidentiality where information may need to be shared to protect someone.
9. Unsafe working conditions
We may pause or stop work where conditions create an unacceptable risk to clients, children, workers or others.
Examples include violence or threats, unsupervised children, dangerous structures, exposed electrical hazards or hazardous materials outside our competence.
Where possible, we explain the concern and agree a safer way forward.
Stopping work does not replace making a safeguarding referral or calling emergency services when necessary.
10. Concerns about our own conduct
Clients, relatives, professionals and workers can raise concerns through the company’s published contact details.
Concerns will be taken seriously and handled promptly. Where an allegation concerns someone working for the company, we will take proportionate steps to protect people, seek appropriate external advice and cooperate with relevant enquiries.
If a concern involves the Company Director, or someone feels unable to report it to the company, they can contact the relevant local authority safeguarding service or the police directly.
Anyone can contact those services without first making a complaint to the company.
11. Responsibility and review
The Company Director is responsible for implementing this policy, maintaining current safeguarding contacts and ensuring anyone working on behalf of the company understands the reporting procedure.
This policy will be reviewed annually and sooner following a significant incident, changes to services or relevant guidance.