Safeguarding

Last updated: 5 November 2026 

This document outlines our commitment and practises for keeping everyone safe.

Policy owner: Charlotte Hopper (Sole Trader and Founder of Heartful Home).

Telephone: 07834496625

Email: [email protected] 

1. Our commitment

Heartful Home is committed to treating every client with dignity, respect and compassion. I aim to provide a safe, supportive and non-judgemental service in which clients remain in control of their homes, belongings and decisions.

Safeguarding means taking reasonable steps to help protect people from abuse, neglect, exploitation and avoidable harm. Although home organising is not a care service, working in people’s homes can bring me into contact with circumstances where someone may be vulnerable or at risk.

I take concerns seriously and will respond proportionately, respecting privacy and personal choice wherever possible.

2. Scope and professional boundaries

Heartful Home provides home organising and decluttering support. It is not a specialist mental health, social care, medical, counselling, bereavement or hoarding treatment service.

I do not diagnose health conditions, provide therapy, assess mental capacity professionally or take responsibility for a client’s wider care needs.

Clients may be experiencing bereavement, anxiety, depression, physical ill health, reduced mobility, isolation or other challenging circumstances. I will approach these situations sensitively, but I will not offer support beyond my knowledge, training or role.

Where additional support appears appropriate, I may discuss this with the client and signpost them to a suitable specialist, health professional, charity or local authority service.

3. Hoarding and severe clutter

Decluttering can be emotionally difficult, particularly where belongings have strong personal meaning or where someone experiences significant distress about letting items go.

Heartful Home is not a specialist hoarding service and does not provide clinical treatment or specialist hoarding interventions. I will work collaboratively and at an appropriate pace, respecting the client’s choices and avoiding pressure or judgement.

If the level of clutter, distress or risk is beyond what I can safely and appropriately support, I may recommend specialist hoarding support, a GP, mental health service, occupational therapist, local authority service or another relevant professional.

Where there are serious safety concerns — for example, blocked exits, significant fire hazards, unsafe sanitation, structural concerns or an inability to access essential facilities — I may pause or decline the work and discuss appropriate next steps. If someone appears to be at immediate risk of serious harm, I will follow the urgent response arrangements in section 6.

4. Mental health, bereavement and other sensitive circumstances

Clients may disclose mental health difficulties, trauma, bereavement, family conflict or other sensitive personal circumstances.

I will listen respectfully, maintain appropriate boundaries and avoid making assumptions or offering clinical advice. I am not a specialist bereavement counsellor or mental health service. Where helpful, I may suggest support from a GP, bereavement organisation, mental health service or another relevant professional.

A mental health condition or a difficult life event does not, by itself, mean that someone is unsafe or unable to make decisions. I will consider the actual circumstances and any identifiable risk rather than making assumptions based on a diagnosis or personal history.

5. Recognising possible abuse, neglect or exploitation

During my work, I may become concerned that a client or another person is experiencing, or is at risk of, abuse, neglect or exploitation. This could include:

  • Physical, emotional, sexual or financial abuse.

  • Coercive, controlling or intimidating behaviour.

  • Neglect or self-neglect that creates a significant risk to health or safety.

  • Exploitation, fraud or undue pressure from another person.

  • Unsafe living conditions that may put someone at serious risk.

  • A child or adult at risk being exposed to harm in the home.

I will not investigate allegations myself, confront a suspected perpetrator where doing so could increase risk, or make promises of absolute confidentiality. I will record relevant factual information and seek appropriate advice or make a referral where necessary.

6. Assessing and responding to risk

I will respond according to the nature and urgency of the concern.

Immediate danger: If someone appears to be in immediate danger or needs urgent emergency assistance, I will call 999 where appropriate. I will not put myself or another person at unreasonable risk.

Serious concern, but no immediate emergency: I will consider whether a referral or consultation with an appropriate service is needed. This may include the relevant local authority adult safeguarding team, children’s safeguarding services where a child may be at risk, the person’s GP or another appropriate professional. I may seek safeguarding advice if I am unsure how best to respond.

Concerns about unsafe working conditions: If the home or circumstances present a risk that I cannot safely manage, I may pause or stop the session, explain the concern where it is safe to do so, and discuss what needs to happen before work can continue. I may decline or end the service if the risk cannot be managed appropriately.

Concerns that need specialist support: Where the client’s needs are outside my role, I will explain this sensitively and, where appropriate, signpost or refer them to a suitable service.

I will consider the seriousness and likelihood of harm, the urgency of the situation, the person’s wishes and the limits of my role. I will not assume that every difficult or cluttered home requires a safeguarding referral.

7. Consent, confidentiality and information sharing

I will normally discuss a concern with the client and seek their agreement before contacting another service, wherever it is safe and appropriate to do so.

However, there may be circumstances where I need to share relevant information without consent — for example, where there is a serious risk of harm, a safeguarding concern requiring referral, or a legal obligation to disclose information. Where possible, I will explain what I intend to do, unless doing so could increase risk or interfere with an appropriate response.

I will share only information that is relevant and proportionate to the concern, and will handle it in accordance with my Privacy Policy and applicable data protection law.

8. Professional boundaries and safe working

I will maintain clear professional boundaries and treat clients respectfully. I will not pressure clients into decisions about their possessions, accept responsibility for decisions that belong to them, or undertake work that falls outside the agreed service.

I may stop or postpone a session if I experience threatening behaviour, harassment, unsafe conditions or other circumstances that make it inappropriate to continue. Where possible, I will explain the reason and discuss a safe and reasonable next step.

I will not knowingly handle hazardous waste, unsafe substances or items requiring specialist removal. Any concerns about such items will be discussed with the client and, where appropriate, referred to a suitably qualified service.

9. Recording concerns

Where a safeguarding concern arises, I will make a proportionate factual record as soon as reasonably possible. This may include:

  • The date and circumstances of the concern.

  • What I directly observed or what was disclosed to me, distinguishing facts from assumptions.

  • Any immediate action taken and advice sought.

  • Any referral or information sharing, including the reason for it.

I will avoid unnecessary or speculative detail and store records securely in line with my Privacy Policy and record-retention arrangements.

10. Signposting and referrals

Where further support appears necessary, I may suggest or contact an appropriate service, depending on the circumstances, consent and level of risk. Relevant services may include:

  • The person’s GP or another health professional.

  • Specialist hoarding support.

  • Bereavement or mental health support.

  • Local authority adult social care or safeguarding services.

  • Children’s safeguarding services if a child may be at risk.

  • Emergency services where there is immediate danger.

I cannot guarantee that another service will accept a referral or provide a particular outcome. Where appropriate, I will explain the limits of my role and encourage the client to seek support.

11. Review

This policy will be reviewed periodically and updated if my services, responsibilities or relevant guidance change.

This policy supports safe practice but does not replace professional safeguarding advice or the statutory responsibilities of relevant agencies.