1. Purpose
HomeTech Wales is committed to providing a safe, respectful and inclusive service for all customers.
We recognise that some customers may be vulnerable due to age, disability, illness, life circumstances, communication needs or other personal factors. This policy explains how HomeTech Wales seeks to identify, support and protect vulnerable customers while respecting their dignity, independence and right to make informed decisions.
This policy applies to all customers, with particular regard to those receiving support through Denbighshire County Council Micro Provider Services or other health or social care referrals.
2. Policy Statement
HomeTech Wales believes every customer should:
• Be treated with dignity, courtesy and respect.
• Receive clear and honest information.
• Be given sufficient time to consider quotations and decisions.
• Be supported to make informed choices.
• Have their privacy and confidentiality respected.
• Be protected from avoidable harm arising from business activities.
HomeTech Wales will make reasonable adjustments wherever practicable to meet individual customer needs.
3. Recognising Vulnerability
Vulnerability is not always obvious and may be temporary, permanent or situational.
Customers may require additional support due to factors including, but not limited to:
• Age related needs.
• Physical disability.
• Sensory impairment.
• Learning differences or communication difficulties.
• Mental health conditions.
• Temporary illness or injury.
• Cognitive impairment.
• Bereavement or significant life events.
• Financial vulnerability.
• Referral through health or social care services.
HomeTech Wales will not assume that a person is vulnerable based solely upon age or disability and will always seek to treat customers as individuals.
4. Reasonable Adjustments
Where appropriate and reasonably practicable, HomeTech Wales may:
• Allow additional time for appointments or discussions.
• Explain technical information in plain language.
• Provide written quotations and information to support decision making.
• Communicate using the customer’s preferred method where practical.
• Speak with an authorised family member, advocate or representative where requested by the customer.
• Arrange appointments at suitable times.
• Adapt communication to meet individual needs.
Reasonable adjustments will be agreed with the customer wherever possible.
5. Authority and Consent
HomeTech Wales will normally assume that customers have the capacity, authority and informed consent necessary to make decisions regarding the services requested unless informed otherwise.
Where another person is responsible for financial decisions, legal affairs, property management or payment authorisation, this should be disclosed before work commences.
Customers may nominate an authorised representative to assist with decisions or communications.
HomeTech Wales cannot accept responsibility for disputes between customers and third parties where authority or payment arrangements were not disclosed before work commenced.
6. Privacy and Confidentiality
Customers may disclose personal circumstances, disabilities or medical information to assist HomeTech Wales in delivering appropriate services.
Only information necessary for the safe delivery of the agreed service will be used.
Medical conditions, disabilities and other sensitive personal information are not routinely recorded unless necessary for the provision of ongoing services and with the customer’s knowledge.
Personal information will be handled in accordance with the HomeTech Wales Data Protection and Information Handling Policy.
7. Safeguarding
If HomeTech Wales becomes aware of circumstances that indicate a customer or another person may be at risk of abuse, neglect, exploitation, financial abuse or significant harm, appropriate safeguarding action may be taken.
Where appropriate, concerns may be discussed with the customer before information is shared.
However, where there is a genuine concern for safety or where required by law, information may be shared with the appropriate safeguarding authority, emergency services or other relevant agency without consent.
8. Staff Responsibilities
HomeTech Wales is operated by David Owen-Booth.
David has extensive experience working with children, vulnerable adults and safeguarding through previous professional roles, including Deputy Designated Safeguarding Lead responsibilities and current registration as a Denbighshire County Council Micro Provider.
Responsibility for implementing this policy rests with David Owen-Booth.
Should HomeTech Wales engage employees or subcontractors who regularly interact with customers, appropriate guidance and supervision will be provided where necessary.
9. Continuous Improvement
HomeTech Wales welcomes feedback from customers, families, advocates and referring professionals.
This policy will be reviewed annually or following significant changes in legislation, guidance or business activities.
Document Information
| Item | Details |
| Document | HT009 Safeguarding and Supporting Vulnerable Customers Policy |
| Version | 1.0 |
| Effective Date | 9 August 2026 |
| Last Reviewed | 9 August 2026 |
| Next Review | 9 August 2027 |
| Policy Owner | David Owen-Booth |
| Approved By | David Owen-Booth |