When considering the nature of a complaint employees need to ensure the complaint or concern is not a safeguarding or domestic abuse concern. Should this be the case, employees must follow the Housing 21 Safeguarding and/or Domestic Abuse Resident policy and procedure.

As a provider of housing and care services for older people we have a duty to act appropriately to any allegations, reports or suspicions of neglect and or abuse. The Safeguarding policy applies to all Housing 21 customers (which for the avoidance of doubt includes individuals living in the community in a home owned and/or managed by Housing 21 irrespective of whether they are named on a Housing 21 tenancy agreement or lease).

In line with the Care Act (2014) we aim to:

  • stop abuse or neglect wherever possible;
  • prevent harm and reduce the risk of abuse or neglect to adults with care and support needs;
  • safeguard adults in a way that supports them in making choices and having control about how they want to live;
  • promote an approach that concentrates on improving life for the adults concerned;
  • raise public awareness so that communities as a whole, alongside professionals, play their part in preventing, identifying and responding to abuse and neglect;
  • provide information and support in accessible ways to help people understand the different types of abuse, how to stay safe and what to do to raise a concern about the safety or well-being of an adult; and address what has caused the abuse or neglect; and
  • keep the resident informed of any referrals that are in best interest or meet the safeguarding overriding consent criteria.

The domestic abuse policy covers all residents and Housing 21 define domestic abuse not only with the care act 2014 for those with care and support needs but also the national standard definition with the Domestic Abuse Act 2021. As a provider in relation to domestic abuse we aim to:

  • Positively support residents who are living with and surviving domestic abuse;
  • Supporting survivors to remain in their own home if they wish or a management move to safe accommodation away from the perpetrator;
  • Providing timely and effective guidance and partnership working to support survivors of domestic abuse;
  • Enhancing safety and security of survivors of domestic abuse;
  • Working in partnership with organisations to support perpetrators of domestic abuse to change their behaviour;
  • Raise public awareness so that communities as a whole are able to understand and recognise domestic abuse; and
  • Work with residents in a person-centered way.
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