Our commitment to keeping you safe
At Spire Homecare, we have a zero-tolerance approach to abuse, neglect, unlawful discrimination and unnecessary restraint. Everyone we support has the right to live safely, with dignity, and free from harm.
Safeguarding means protecting people's right to be safe. It also means respecting their choices. We work with each person to understand what feeling safe means to them, and we involve them in every decision about their care.
We follow the Care Act 2014, the Mental Capacity Act 2005 and Regulation 13 of the Health and Social Care Act 2008. We also work closely with the local councils and safeguarding partnerships in every area we cover.
Our approach is built on six principles:
- Empowerment. You're asked what you want, and your views shape what happens.
- Prevention. We act early, before harm happens.
- Proportionality. We take the least intrusive action that keeps you safe.
- Protection. We give extra support to people who need it most.
- Partnership. We work with you, your family and other professionals.
- Accountability. Everyone involved knows their role, and we're open about what we do.
What abuse and neglect can look like
Abuse can happen anywhere and can be done by anyone. Most often it's someone the person knows and trusts, like a family member, friend, neighbour, or paid carer. It can be a one-off or happen over time.
| Type | What it can include |
|---|---|
| Physical | Hitting, pushing, misuse of medication, inappropriate restraint. |
| Psychological or emotional | Threats, humiliation, bullying, isolation, controlling or coercive behaviour. |
| Sexual | Any sexual act or contact a person hasn't agreed to or was pressured into. |
| Financial | Theft, fraud, scams, pressure over money, wills or property. |
| Neglect | Not meeting someone's care, health, food, warmth or medication needs. |
| Self-neglect | Not looking after your own hygiene, health or home, including hoarding. |
| Domestic abuse | Abuse by a partner or family member, including forced marriage and so-called honour-based violence. |
| Discriminatory | Harassment or poor treatment because of age, disability, race, religion, sex or sexuality. |
| Organisational | Poor care caused by how a service is run, such as rigid routines or lack of choice. |
| Modern slavery and exploitation | Forced labour, trafficking, cuckooing, county lines or radicalisation. |
Signs to look out for include unexplained injuries or falls, sudden changes in mood or behaviour, seeming afraid of a particular person, missing money or belongings, weight loss, poor hygiene, or a person being kept away from friends and family. If something doesn't feel right, please tell us. You don't need proof.
How to raise a concern
If someone is in immediate danger, call 999. For a crime that isn't an emergency, call the police on 101.
Otherwise, you can tell any Spire Homecare carer or contact the manager for your area directly. Anyone can raise a concern. That includes the person receiving care, family, friends, neighbours and other professionals.
Your local Spire Homecare manager
| Branch | Manager | Phone | |
|---|---|---|---|
| Salisbury | Karen Martin | 01722 327319 | karen.martin@spirehomecare.co.uk |
| Trowbridge | Samantha Moulder | 01225 984982 | sam.moulder@spirehomecare.co.uk |
| Frome | Karen Henderson | 01373 470760 | karen.henderson@spirehomecare.co.uk |
| Midsomer Norton | Paris Coombes | 01761 411199 | paris.coombes@spirehomecare.co.uk |
| Yeovil | Karen Henderson | 01373 470760 | karen.henderson@spirehomecare.co.uk |
If your concern is about a branch manager, or you're not happy with how it's been handled, please contact Lucy Romain on 07912 698286 or email Lucy.romain@spirehomecare.co.uk.
Contacting the council directly
You can also go straight to the local council's adult safeguarding team. You don't have to speak to us first.
| Area | Branches | Office hours | Out of hours |
|---|---|---|---|
| Wiltshire Council | Salisbury, Trowbridge | 0300 456 0111 | 0300 456 0100 |
| Somerset Council | Frome, Yeovil | 0300 123 2224 | 0300 123 2327 |
| Bath and Northeast Somerset Council | Midsomer Norton | 01225 394200 | 01454 615165 |
You can also contact the Care Quality Commission (CQC), who regulate us, on 03000 616161.
What to tell us
Try to share what you saw or were told, when it happened, who was involved, and whether anyone is hurt. Use the person's own words if you can. Don't worry if you don't have every detail.
What happens after you raise a concern
- We'll listen and take you seriously. We won't ask you to prove anything.
- We make sure the person is safe straight away.
- We talk to the person about what they want to happen, wherever we can.
- We report the concern to the local council's safeguarding team. Where needed, we also tell the police and the CQC.
- The council decides if an enquiry is needed. We work with them and support the person throughout.
- We look at what we can learn and make changes to stop it happening again.
Your choices and consent
If you're able to make your own decisions, we'll respect your wishes about what happens next. Sometimes we still must share information, even without consent. This is when a crime may have happened, when other people could be at risk, or when someone can't make the decision for themselves. If that happens, we'll explain why.
If you say no to help at first, that's OK. You can change your mind at any time and we'll still be here.
Confidentiality
We keep what you tell us private and only share it with people who need to know to keep someone safe. We can't promise to keep a safeguarding concern secret, because we have a duty to report it.
If the concern is about one of our staff
We act straight away. This can mean removing the staff member from their duties while things are investigated. Where it's needed, we refer to the Disclosure and Barring Service (DBS) and to professional bodies.
How we keep people safe
- Safer recruitment. Every carer has checks before they start, including an enhanced DBS check and references.
- Training. All staff complete safeguarding training at the right level for their role. This includes the Mental Capacity Act and how to spot and report abuse.
- Supervision and spot checks. Managers regularly observe and support carers in people's homes.
- Safeguarding champions. Trained staff in our teams help others follow good practice.
- An open culture. Staff, clients and families can speak up without fear of blame. Staff can also use our whistleblowing policy.
- Learning. We ask clients and families for feedback and use it to improve.
This information is available in other formats, including easy read. Just ask your local branch.
Version 1 · Reviewed · Review due October 2027