Everyone we support has the right to live free from abuse, harm, and neglect, and to be heard when something is wrong. This page explains how we keep people safe, how to raise a safeguarding concern, and how to make a complaint, whoever you are.
Last reviewed: June 2026.
Call 999 now. If a crime has taken place or someone is at immediate risk of serious harm, the police are the right first call. For non-emergency police matters, call 101. You do not need to tell us first, and you never need our permission to contact the emergency services or a local authority safeguarding team.
Diverse Services supports adults with mental health needs, many of whom have experienced trauma, exploitation, or years of being let down by services. Safeguarding is not a policy that sits in a folder. It is the daily work of knowing each resident, noticing when something changes, and acting on it without delay.
We are committed to:
Our work is grounded in the Care Act 2014 and its six safeguarding principles: empowerment, prevention, proportionality, protection, partnership, and accountability.
Under the Care Act 2014, safeguarding concerns can take many forms. We train every member of staff to recognise:
If you are worried that an adult we support is being abused, harmed, or neglected, please tell someone. You can raise a concern even if you are not certain, it is always better to ask.
Tell any member of staff you trust, or your keyworker. You can also email us directly. You will be listened to, taken seriously, and kept safe. Nothing bad will happen to you for speaking up.
Speak to the home’s manager, or email us with the borough and what you have noticed. You do not need to have proof. We will look into it and keep you informed where we can.
Contact the relevant Service Manager or our safeguarding lead directly. We share information with consent, attend strategy discussions, and contribute to enquiries under Section 42 of the Care Act.
Report it immediately to your manager and record it on our digital system the same shift. If your concern is about a colleague or a manager, use the whistleblowing route below, you will be protected.
Every safeguarding concern raised with Diverse Services is overseen by our designated Safeguarding Lead. To raise a concern with us directly, email info@diverseservices.co.uk with “Safeguarding” in the subject line, and it will be routed to the Safeguarding Lead and the relevant Service Manager. We aim to respond to any safeguarding contact the same working day.
The local authority is the lead agency for adult safeguarding. You can report a concern about any adult at risk directly to the adult social care or safeguarding team for the borough where they live, you do not have to go through us first. Our homes sit across four West London boroughs:
Each borough publishes a safeguarding adults contact number and an out-of-hours emergency duty line on its council website. If you are unsure which borough to contact, email us and we will point you to the right team, or contact any council’s adult social care team and they will help you reach the correct one.
The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. If you have a concern about the quality or safety of a registered service, you can contact CQC. CQC cannot investigate individual complaints, but they use the information they receive to monitor services and decide when to inspect. You can reach CQC on 03000 616161 or at cqc.org.uk.
We work under the Mental Capacity Act 2005. We always assume a person can make their own decisions unless an assessment shows otherwise, and we support people to make their own choices wherever possible. Where someone may be deprived of their liberty for their own safety, we follow the Deprivation of Liberty Safeguards (DoLS) and the lawful process for authorisation. Residents have the right to an independent advocate, and we will help anyone who wants one to access advocacy support.
If something has gone wrong, or you are unhappy with any part of our service, we want to know. A complaint is not a nuisance to us, it is how we find the things we need to fix. You can complain without any worry that it will affect the care or support you or your loved one receives.
Anyone can raise a complaint: a resident, a family member or friend, an advocate acting on someone’s behalf, a commissioner, or a professional working with us. If you are complaining for someone else, we may need their consent to share information with you.
You can complain in whatever way is easiest for you, in person to any manager, by phone, or by email to info@diverseservices.co.uk with “Complaint” in the subject line. Tell us what happened, when, who was involved, and what you would like to see put right. If you need help to make your complaint, or need it in a different format, just ask.
If you have been through our complaints process and remain unhappy with the outcome, you can ask for an independent review:
For complaints about adult social care. lgo.org.uk · 0300 061 0614.
For complaints about housing and tenancy matters. housing-ombudsman.org.uk.
If your placement is funded by a local authority or the NHS, your social worker or care co-ordinator can also raise it with the commissioner.
Any member of staff, volunteer, or partner who has a genuine concern about wrongdoing, malpractice, or unsafe care can raise it openly and in confidence, and will be protected under the Public Interest Disclosure Act 1998. We would always rather hear a concern early than have someone stay silent. Speak to a senior manager or the Managing Director, or email info@diverseservices.co.uk. You can also raise concerns about a registered care service directly with the CQC. No one who raises a genuine concern in good faith will be penalised for doing so.
If you are not sure whether something is a safeguarding concern or a complaint, do not worry about getting it right, just tell us. Email info@diverseservices.co.uk or speak to any manager, and we will make sure it reaches the right place.
This page is a public summary of our approach. Our full Safeguarding Adults Policy, Complaints Policy, Mental Capacity Act policy, and Whistleblowing Policy are available to residents, families, commissioners, and inspectors on request.