Last updated: 06/10/2026
Arch Assist is committed to providing its services in a safe, respectful and professional manner.
This Safeguarding Policy explains how Arch Assist approaches the protection of children and adults at risk from abuse, neglect, exploitation and avoidable harm.
1. Purpose
Arch Assist takes responsibility for responding appropriately to safeguarding concerns that arise in connection with its services.
The purpose of this policy is to explain what Arch Assist will do if a concern arises about the safety or wellbeing of a customer or another person encountered while providing a service.
2. Scope
This policy applies to services provided by Arch Assist where safeguarding concerns may arise, including personal assistance, practical support, household assistance, business support and services provided in or around a customer’s home.
Arch Assist is an independent personal assistance and practical support service and is not a regulated care provider.
Arch Assist does not provide medical care, nursing care or specialist social care unless a service is specifically agreed and the appropriate qualifications, training and insurance are in place.
3. Our Safeguarding Commitment
Arch Assist is committed to:
- Treating everyone with dignity, respect and kindness
- Taking concerns about abuse, neglect or exploitation seriously
- Promoting the safety and wellbeing of customers
- Maintaining appropriate professional boundaries
- Respecting people’s independence and choices
- Taking appropriate action where there is a concern about someone’s safety
- Sharing information appropriately where necessary to protect someone from harm
- Maintaining appropriate records of safeguarding concerns and actions taken
4. Who May Be at Risk?
A safeguarding concern may involve anyone receiving services from Arch Assist.
Particular consideration will be given to adults at risk, including people who may have care or support needs and may be unable to protect themselves from abuse or neglect because of those needs.
Children may also be encountered during the provision of services. Where a concern relates to a child, Arch Assist will take appropriate action in accordance with relevant safeguarding procedures.
5. Types of Abuse and Neglect
Safeguarding concerns can take many forms, including:
Physical abuse
Hitting, pushing, inappropriate restraint or other physical harm.
Emotional or psychological abuse
Threats, intimidation, humiliation, controlling behaviour or deliberate isolation.
Sexual abuse
Unwanted sexual contact, sexual exploitation or any sexual activity involving a person who cannot or does not consent.
Financial or material abuse
Theft, fraud, coercion, exploitation or inappropriate use of someone’s money or possessions.
Neglect or acts of omission
Failing to provide necessary care or support where there is a responsibility to do so.
Discriminatory abuse
Abuse or harassment based on characteristics such as disability, age, sex, race, religion or sexual orientation.
Domestic abuse
Controlling, coercive, threatening or abusive behaviour within a personal or family relationship.
Organisational abuse
Poor or harmful practices within an organisation or service.
Self-neglect
Situations where a person’s health, safety or wellbeing may be seriously compromised by their inability or unwillingness to care for themselves.
Modern slavery and exploitation
Forced labour, trafficking or other forms of exploitation.
These examples are not exhaustive.
6. Recognising a Safeguarding Concern
A safeguarding concern may arise because:
- Someone tells us that they are being harmed or abused
- Someone tells us that another person is being harmed or abused
- We observe an injury, behaviour or situation that causes concern
- Someone appears frightened, distressed or unusually withdrawn
- There are unexplained changes in someone’s finances or possessions
- There are signs of neglect or unsafe living conditions
- Someone appears to be under the control or influence of another person
- We become aware of information that suggests someone may be at risk
A safeguarding concern does not require proof of abuse.
A concern or reasonable suspicion may be sufficient to take appropriate action.
7. If Someone Discloses Abuse or Harm
If someone tells Arch Assist that they have been abused, neglected or harmed, we will:
- Listen calmly and take the person seriously.
- Allow them to explain what has happened in their own words.
- Avoid asking unnecessary or leading questions.
- Avoid making promises of complete confidentiality.
- Explain that information may need to be shared where necessary to protect them or someone else from harm.
- Record the information as accurately as possible.
- Take appropriate action based on the circumstances.
Arch Assist will not attempt to investigate an allegation itself or determine whether an allegation is true.
8. Immediate Danger
If someone is in immediate danger or requires urgent medical assistance, Arch Assist will contact the appropriate emergency service.
This may include calling 999 where there is an immediate threat to someone’s life, safety or wellbeing.
Where appropriate, the police, ambulance service, fire and rescue service or another emergency service may be contacted.
9. Reporting Safeguarding Concerns
Where a safeguarding concern does not require an immediate emergency response, Arch Assist will consider whether the concern should be reported to the appropriate local authority safeguarding service, police or another relevant organisation.
The appropriate response will depend on the circumstances and the person involved.
Where appropriate, we will encourage the person concerned to make their own report or seek appropriate professional support.
Where there is a serious risk of harm, Arch Assist may need to share information without the person’s consent where this is lawful and necessary.
10. Confidentiality and Information Sharing
Arch Assist respects the privacy of customers and handles safeguarding information sensitively.
However, confidentiality is not absolute.
Information may be shared where necessary and lawful to:
- Protect someone from serious harm
- Protect a child or adult at risk
- Prevent or investigate serious crime
- Comply with a legal obligation
- Cooperate with an appropriate safeguarding investigation
Only information reasonably necessary for the relevant purpose will be shared wherever possible.
Any personal information collected or recorded in connection with a safeguarding concern will be handled in accordance with the Arch Assist Privacy Policy.
11. Consent and Individual Choice
Arch Assist will respect an individual’s right to make their own decisions wherever possible.
Adults with capacity should normally be involved in decisions about safeguarding concerns affecting them.
However, there may be circumstances where information needs to be shared without consent, particularly where there is a serious risk of harm, a risk to another person, a concern involving a child, or another lawful basis for disclosure.
12. Professional Boundaries
Arch Assist will maintain appropriate professional boundaries with customers.
This includes:
- Treating customers with dignity and respect
- Avoiding inappropriate personal relationships
- Not exploiting a customer’s trust or vulnerability
- Not borrowing money from customers
- Not accepting inappropriate gifts or financial benefits
- Not becoming unnecessarily involved in customers’ personal or family disputes
- Keeping communications professional
- Not using a customer’s personal information for inappropriate purposes
Arch Assist may decline a request where fulfilling it could create an inappropriate conflict of interest or safeguarding concern.
13. Money, Property and Personal Belongings
Where Arch Assist is asked to assist with shopping, errands or other tasks involving a customer’s money or belongings, reasonable care will be taken.
Any agreed arrangements for handling money should be clear before the service begins.
Arch Assist will not use a customer’s money or property for personal purposes.
Where appropriate, receipts or other records may be retained to demonstrate how money provided for a specific task has been used.
14. Working in Customers’ Homes
When working in a customer’s home, Arch Assist will maintain professional boundaries and take reasonable steps to work safely.
Arch Assist may stop or decline a service where there are circumstances that create a serious safeguarding or personal safety concern.
This may include suspected abuse, threatening behaviour, serious criminal activity or an environment that is considered unsafe.
15. DBS Checks
Where a DBS check is required or appropriate for a particular Arch Assist service, the appropriate level and workforcewill be considered based on the nature of the role and the applicable eligibility requirements.
Where required, Arch Assist will obtain and maintain the appropriate DBS check.
A DBS check will not be represented as covering activities or workforces for which it is not valid.
DBS status may also be subject to requirements imposed by an insurer, customer or other relevant organisation.
16. Safeguarding Training and Awareness
Arch Assist will seek to maintain an appropriate level of safeguarding knowledge and awareness relevant to the services being provided.
Where the nature of a service requires additional training, qualifications or specialist knowledge, Arch Assist will consider whether the appropriate training should be obtained before the service is offered.
17. Record Keeping
Where a safeguarding concern arises, Arch Assist will make an appropriate written record as soon as reasonably practicable.
Records may include:
- Date and time of the concern
- What was observed or reported
- The names of people involved, where known
- The person’s own words where appropriate
- Actions taken
- Organisations or individuals contacted
- Any advice received
- The outcome, where known
Records will be factual and objective and will avoid unnecessary assumptions or opinions.
Safeguarding records will be stored securely and handled in accordance with the Arch Assist Privacy Policy.
18. Allegations or Concerns About Arch Assist
If a safeguarding concern or allegation relates to Arch Assist itself, the matter will be taken seriously and appropriate external advice or reporting will be considered.
Where necessary, the concern may be reported to the relevant local authority safeguarding service, police or another appropriate authority.
Arch Assist will not attempt to investigate serious allegations where doing so could interfere with an official investigation.
19. Allegations About Other People
If Arch Assist becomes aware of a safeguarding concern involving another person, including a family member, carer, professional or other person involved in a customer’s life, the concern will be considered and reported appropriately.
Arch Assist will not confront or investigate the alleged perpetrator where doing so could increase the risk to the person concerned or interfere with an investigation.
20. False or Malicious Allegations
Safeguarding concerns will be taken seriously regardless of whether they are initially substantiated.
Arch Assist will not assume that a concern is false simply because evidence is not immediately available.
However, deliberately making a knowingly false or malicious allegation may itself be considered inappropriate conduct.
21. Policy Review
This policy will be reviewed periodically and whenever there is a significant change to:
- The services provided by Arch Assist
- Relevant legislation or guidance
- DBS requirements
- Safeguarding procedures
- Insurance requirements
- The circumstances in which Arch Assist operates
The policy will be updated where necessary to ensure that it remains appropriate and effective.
22. Contact
If you have a safeguarding concern relating to an Arch Assist service, please raise it as soon as possible.
Arch Assist
Email: hello@archassist.co.uk
Where there is an immediate risk to life or safety, contact 999.
For non-emergency concerns involving safeguarding, the appropriate local authority safeguarding service or police service should be contacted as appropriate.