While we pride ourselves on the quality of our service delivery, we’re also very aware that we’re working in people’s homes.
Whether we’re fixing a fault, upgrading a system, or simply conducting routine maintenance, we have a duty of care in everything we do.
We’re the eyes and ears of our clients and we’re engaging with homes and residents on a regular basis. If we’re carrying out our work and spot something that isn’t right or falls short on compliance with housing standards, we always take steps to report these concerns through the correct channels. Taking care of resident safety and wellbeing is as essential as our work.
A recent incident highlights just how important this is: While carrying out electrical work in a resident’s home, our team encountered a delicate situation. As we were finishing up, the resident, who experiences mental health challenges, retreated to their room and would not come out. Normally, we’d inform the resident that we were leaving and secure the property, but in this case, the front door had a multi-point locking system that didn’t lock securely.
Rather than leaving the home unsecured, we escalated the matter immediately to the relevant Client Agent and waited until the appropriate support services arrived. We knew that ensuring their safety was more important than clocking off on time.
It’s moments like this that remind us why duty of care isn’t just a policy, it’s a commitment to doing what’s right.
