1)AIM of this Document

Ty Golau acknowledges its duty of care to safeguard and promote the welfare of the service users who attend their sessions at the above addresses and is committed to ensuring that its safeguarding practise reflects its statutory responsibilities and relevant guidance.
This document recognises that the welfare and interests of service users are paramount in all circumstances. It aims to ensure that regardless of age, gender identity, religion or belief, ethnicity, sex, disability, sexual orientation or socio-economic background, all service users:

  • Have a positive and enjoyable experience in all their engagement with Ty Golau ,whether visiting the above locations or through any on-line, social media and social networking site contact
  • Are protected from abuse whilst either visiting the above locations or participating in visits and events conducted by its representatives or “on line”, social media or social networking contact

As part of our safeguarding practise, Ty Golau will

  • Promote and prioritise the safety and wellbeing of their service users
  • Ensure that all volunteers understand their roles and responsibilities in respect of safeguarding
  • Ensure that everyone is provided with training that is relevant to their role so that they can recognise, identify and respond to signs of abuse and neglect in order to be able to take appropriate action to safeguard the service users. Awareness training will be provided in house for all volunteers. Appointed Safeguarding Officers will have in depth training provided
  • Ensure appropriate action is taken in the event of incidents/concerns of abuse and that support is provided to the individual/s who raise or disclose concerns
  • Ensure that confidential detailed and accurate records of all safeguarding concerns are maintained and securely stored
  • Prevent the employment of unsuitable volunteers within Ty Golau
  • Ensure robust safeguarding arrangements and procedures are in operation and are kept up to date and relevant.

2)The Purpose of this document

Is to ensure that Ty Golau volunteers understand what to do if they have concerns that a service user is being abused or neglected
Volunteers are aware in:

  • Recognising service user abuse and neglect
  • Responding to concerns about all users at both locations during active sessions
  • Reporting service user concerns and seeking guidance.
  • Recording all information and actions relevant to the concern.

3)Who this document applies to:

All volunteers and recognises that everyone at Ty Golau have a responsibility to ensure that service users are safe

4)Recognising Abuse

The document is concerned with the physical, sexual, emotional abuse and neglect of service users. The categories of abuse and their definitions are summarised in Appendix 1

5)Responding to Concerns about abuse

Witnessing, being made aware of or having service user disclose abuse to volunteers can generate mixed feelings which may include disbelief, anxiety, anger and a sense of being overwhelmed
The following provides simple and straight forward actions that volunteers need to take
When volunteers have concerns about a service user but are unsure about whether what they have seen, heard or been informed about is abusive, they should seek, advice and guidance. It is always better to err on the side of caution than not take any action. In this situation they should contact the Designated Safeguarding Officer


To help volunteers deal with a situation:

  • Should a service user disclose to a volunteer they, or someone they know is experiencing abuse
  • Or

  • Should they witness, or become aware of behaviour towards a service user that is unusual or cause for concern
  • The procedure below should be followed regardless of whether the concerns arise at Ty Golau sessions or events happening off site

Volunteers response to life threatening situations. In the event of a threat to a service users life volunteers will, alert emergency services

What steps should volunteers take in non life threatening circumstances:

If a volunteer is concerned that

  • A service user has disclosed that they or someone they know is experiencing abuse
  • Or

  • A Volunteer has witnessed or become aware of behaviour towards a service user that is unusual, inappropriate or causes a volunteer concern
    Volunteers should contact Designated Safeguarding Officer (DSO) at the first opportunity and also inform on duty Ty Golau manager. The manager will not be expected to give volunteers advice or guidance, but should be aware of the situation

Volunteers are required to record:

  • The concerns
  • The date, time and place
  • The people involved (including what details are known about the service user)
  • The actions agreed and taken (including who agreed/did what)
  • The disclosure, if made by the service user

A proforma setting out the steps for recording the information that volunteers will need to pass on to DSO is available in Appendix 2
The DSO will decide on any subsequent action that needs to be taken and will keep volunteers informed together with Ty Golau manager.

The following explains how volunteers should/should not behave and what actions volunteers should/should not take in dealing with a situation that causes concern

What to do:

  • Do-reassure the service user that they are right to tell you as volunteers
  • Do-be accessible and receptive
  • Do-listen carefully
  • Do-tell the service user that you are taking their concerns seriously
  • Do-tell the service user that you will need to tell people who can help them and you will give the information to those people only
  • Do-tell the service user what will happen next
  • Do-listen and record what the service user has told you without interruption, question or prompts

What not to do:

  • Do not act with disbelief, disgust or in any way that conveys to the service user that you don’t want to hear them
  • Do not jump to any conclusions specifically about the abuser
  • Do not speculate or accuse anyone
  • Do not tell the service user you will keep their secret
  • Do not ask the service user any leading questions or any questions about the disclosure
  • Do not make any promises that you cannot keep
  • Do not stop a service user who is speaking freely
  • Do not promise total confidentiality
  • Do not ask the service user to sign a disclosure

What next:

  • Do consult (immediately) with DSO
  • Do record what you have been told as soon as possible –see above and Appendix 2
  • Do record only what the service user discloses (using a verbatim record as much as possible) and nothing more
  • Do not seek to investigate the allegation or confront the alleged abuser

6)Designated Safeguarding Officer (DSO)

Whilst Safeguarding is the responsibility of everyone who supports Ty Golau sessions, the DSO is the lead person for Safeguarding

7) Role and Responsibilities

These are summarised in Appendix 3

8)General Activity Flow Chart (outside life threatening circumstances)

This is shown in separate word document


Signs of abuse can often be difficult to detect. This aims to help people who come into contact with people with care and support needs to identify abuse and recognise possible indicators. Many types of abuse are also criminal offences and should be treated as such.

Types of abuse:

  • Physical abuse
  • Domestic violence or abuse
  • Sexual abuse
  • Psychological or emotional abuse
  • Financial or material abuse
  • Modern slavery
  • Discriminatory abuse
  • Organisational or institutional abuse
  • Neglect or acts of omission
  • Self-neglect

Evidence of any one indicator from the following lists should not be taken on its own as proof that abuse is occurring. However, it should alert practitioners to make further assessments and to consider other associated factors. The lists of possible indicators and examples of behaviour are not exhaustive and people may be subject to a number of abuse types at the same time.

Physical abuse

Types of physical abuse

  • Assault, hitting, slapping, punching, kicking, hair-pulling, biting, pushing
  • Rough handling
  • Scalding and burning
  • Physical punishments
  • Inappropriate or unlawful use of restraint
  • Making someone purposefully uncomfortable (e.g. opening a window and removing blankets)
  • Involuntary isolation or confinement
  • Misuse of medication (e.g. over-sedation)
  • Forcible feeding or withholding food
  • Unauthorised restraint, restricting movement (e.g. tying someone to a chair)

Possible indicators of physical abuse

  • No explanation for injuries or inconsistency with the account of what happened
  • Injuries are inconsistent with the person’s lifestyle
  • Bruising, cuts, welts, burns and/or marks on the body or loss of hair in clumps
  • Frequent injuries
  • Unexplained falls
  • Subdued or changed behaviour in the presence of a particular person
  • Signs of malnutrition
  • Failure to seek medical treatment or frequent changes of GP

Domestic violence or abuse

Types of domestic violence or abuse
Domestic violence or abuse can be characterised by any of the indicators of abuse outlined in this briefing relating to:

  • psychological
  • physical
  • sexual
  • financial
  • emotional

Domestic violence and abuse includes any incident or pattern of incidents of controlling, coercive or threatening behaviour, violence or abuse between those aged 16 or over who are or have been, intimate partners or family members regardless of gender or sexuality. It also includes so called ‘honour’ -based violence, female genital mutilation and forced marriage.
Coercive or controlling behaviour is a core part of domestic violence. Coercive behaviour can include:

  • Acts of assault, threats, humiliation and intimidation
  • harming, punishing, or frightening the person
  • isolating the person from sources of support
  • exploitation of resources or money
  • preventing the person from escaping abuse
  • regulating everyday behaviour.

Possible indicators of domestic violence or abuse

  • Low self-esteem
  • Feeling that the abuse is their fault when it is not
  • Physical evidence of violence such as bruising, cuts, broken bones
  • Verbal abuse and humiliation in front of others
  • Fear of outside intervention
  • Damage to home or property
  • Isolation – not seeing friends and family
  • Limited access to money

Sexual abuse

Types of sexual abuse

  • Rape, attempted rape or sexual assault
  • Inappropriate touch anywhere
  • Non- consensual masturbation of either or both persons
  • Non- consensual sexual penetration or attempted penetration of the vagina, anus or mouth
  • Any sexual activity that the person lacks the capacity to consent to
  • Inappropriate looking, sexual teasing or innuendo or sexual harassment
  • Sexual photography or forced use of pornography or witnessing of sexual acts
  • Indecent exposure

Possible indicators of sexual abuse

  • Bruising, particularly to the thighs, buttocks and upper arms and marks on the neck
  • Torn, stained or bloody underclothing
  • Bleeding, pain or itching in the genital area
  • Unusual difficulty in walking or sitting
  • Foreign bodies in genital or rectal openings
  • Infections, unexplained genital discharge, or sexually transmitted diseases
  • Pregnancy in a woman who is unable to consent to sexual intercourse
  • The uncharacteristic use of explicit sexual language or significant changes in sexual behaviour or attitude
  • Incontinence not related to any medical diagnosis
  • Self-harming
  • Poor concentration, withdrawal, sleep disturbance
  • Excessive fear/apprehension of, or withdrawal from, relationships
  • Fear of receiving help with personal care
  • Reluctance to be alone with a particular person

Psychological or emotional abuse

Types of psychological or emotional abuse

  • Enforced social isolation – preventing someone accessing services, educational and social opportunities and seeing friends
  • Removing mobility or communication aids or intentionally leaving someone unattended when they need assistance
  • Preventing someone from meeting their religious and cultural needs
  • Preventing the expression of choice and opinion
  • Failure to respect privacy
  • Preventing stimulation, meaningful occupation or activities
  • Intimidation, coercion, harassment, use of threats, humiliation, bullying, swearing or verbal abuse
  • Addressing a person in a patronising or infantilising way
  • Threats of harm or abandonment
  • Cyber bullying

Possible indicators of psychological or emotional abuse

  • An air of silence when a particular person is present
  • Withdrawal or change in the psychological state of the person
  • Insomnia
  • Low self-esteem
  • Uncooperative and aggressive behaviour
  • A change of appetite, weight loss/gain
  • Signs of distress: tearfulness, anger
  • Apparent false claims, by someone involved with the person, to attract unnecessary treatment

Financial or material abuse

Types of financial or material abuse

  • Theft of money or possessions
  • Fraud, scamming
  • Preventing a person from accessing their own money, benefits or assets
  • Employees taking a loan from a person using the service
  • Undue pressure, duress, threat or undue influence put on the person in connection with loans, wills, property, inheritance or financial transactions
  • Arranging less care than is needed to save money to maximise inheritance
  • Denying assistance to manage/monitor financial affairs
  • Denying assistance to access benefits
  • Misuse of personal allowance in a care home
  • Misuse of benefits or direct payments in a family home
  • Someone moving into a person’s home and living rent free without agreement or under duress
  • False representation, using another person’s bank account, cards or documents
  • Exploitation of a person’s money or assets, e.g. unauthorised use of a car
  • Misuse of a power of attorney, deputy, appointee, or other legal authority
  • Rogue trading – e.g. unnecessary or overpriced property repairs and failure to carry out agreed repairs or poor workmanship

Possible indicators of financial or material abuse

  • Missing personal possessions
  • Unexplained lack of money or inability to maintain lifestyle
  • Unexplained withdrawal of funds from accounts
  • Power of attorney or lasting power of attorney (LPA) being obtained after the person has ceased to have mental capacity
  • Failure to register an LPA after the person has ceased to have mental capacity to manage their finances, so that it appears that they are continuing to do so
  • The person allocated to manage financial affairs is evasive or uncooperative
  • The family or others show unusual interest in the assets of the person
  • Signs of financial hardship in cases where the person’s financial affairs are being managed by a court appointed deputy, attorney or LPA
  • Recent changes in deeds or title to property
  • Rent arrears and eviction notices
  • A lack of clear financial accounts held by a care home or service
  • Failure to provide receipts for shopping or other financial transactions carried out on behalf of the person
  • Disparity between the person’s living conditions and their financial resources, e.g. insufficient food in the house
  • Unnecessary property repairs

Modern slavery

Types of modern slavery

  • Human trafficking
  • Forced labour
  • Domestic servitude
  • Sexual exploitation, such as escort work, prostitution and pornography
  • Debt bondage – being forced to work to pay off debts that realistically they never will be able to

Possible indicators of modern slavery

  • Signs of physical or emotional abuse
  • Appearing to be malnourished, unkempt or withdrawn
  • Isolation from the community, seeming under the control or influence of others
  • Living in dirty, cramped or overcrowded accommodation and or living and working at the same address
  • Lack of personal effects or identification documents
  • Always wearing the same clothes
  • Avoidance of eye contact, appearing frightened or hesitant to talk to strangers
  • Fear of law enforcers

Further Home Office information on identifying and reporting modern slavery

Discriminatory abuse
Types of discriminatory abuse

  • Unequal treatment based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex or sexual orientation (known as ‘protected characteristics’ under the Equality Act 2010)
  • Verbal abuse, derogatory remarks or inappropriate use of language related to a protected characteristic
  • Denying access to communication aids, not allowing access to an interpreter, signer or lip-reader
  • Harassment or deliberate exclusion on the grounds of a protected characteristic
  • Denying basic rights to healthcare, education, employment and criminal justice relating to a protected characteristic
  • Substandard service provision relating to a protected characteristic
  • The person appears withdrawn and isolated
  • Expressions of anger, frustration, fear or anxiety
  • The support on offer does not take account of the person’s individual needs in terms of a protected characteristic

Organisational or institutional abuse

Types of organisational or institutional abuse

  • Discouraging visits or the involvement of relatives or friends
  • Run-down or overcrowded establishment
  • Authoritarian management or rigid regimes
  • Lack of leadership and supervision
  • Insufficient staff or high turnover resulting in poor quality care
  • Abusive and disrespectful attitudes towards people using the service
  • Inappropriate use of restraints
  • Lack of respect for dignity and privacy
  • Failure to manage residents with abusive behaviour
  • Not providing adequate food and drink, or assistance with eating
  • Not offering choice or promoting independence
  • Misuse of medication
  • Failure to provide care with dentures, spectacles or hearing aids
  • Not taking account of individuals’ cultural, religious or ethnic needs
  • Failure to respond to abuse appropriately
  • Interference with personal correspondence or communication
  • Failure to respond to complaints

Possible indicators of organisational or institutional abuse

  • Lack of flexibility and choice for people using the service
  • Inadequate staffing levels
  • People being hungry or dehydrated
  • Poor standards of care
  • Lack of personal clothing and possessions and communal use of personal items
  • Lack of adequate procedures
  • Poor record-keeping and missing documents
  • Absence of visitors
  • Few social, recreational and educational activities
  • Public discussion of personal matters
  • Unnecessary exposure during bathing or using the toilet
  • Absence of individual care plans
  • Lack of management overview and support

Neglect and acts of omission

Types of neglect and acts of omission

  • Failure to provide or allow access to food, shelter, clothing, heating, stimulation and activity, personal or medical care
  • Providing care in a way that the person dislikes
  • Failure to administer medication as prescribed
  • Refusal of access to visitors
  • Not taking account of individuals’ cultural, religious or ethnic needs
  • Not taking account of educational, social and recreational needs
  • Ignoring or isolating the person
  • Preventing the person from making their own decisions
  • Preventing access to glasses, hearing aids, dentures, etc.
  • Failure to ensure privacy and dignity

Possible indicators of neglect and acts of omission

  • Poor environment – dirty or unhygienic
  • Poor physical condition and/or personal hygiene
  • Pressure sores or ulcers
  • Malnutrition or unexplained weight loss
  • Untreated injuries and medical problems
  • Inconsistent or reluctant contact with medical and social care organisations
  • Accumulation of untaken medication
  • Uncharacteristic failure to engage in social interaction
  • Inappropriate or inadequate clothing


Types of self-neglect

  • Lack of self-care to an extent that it threatens personal health and safety
  • Neglecting to care for one’s personal hygiene, health or surroundings
  • Inability to avoid self-harm
  • Failure to seek help or access services to meet health and social care needs
  • Inability or unwillingness to manage one’s personal affairs

Indicators of self-neglect

  • Very poor personal hygiene
  • Unkempt appearance
  • Lack of essential food, clothing or shelter
  • Malnutrition and/or dehydration
  • Living in squalid or unsanitary conditions
  • Neglecting household maintenance
  • Hoarding
  • Collecting a large number of animals in inappropriate conditions
  • Non-compliance with health or care services
  • Inability or unwillingness to take medication or treat illness or injury