Legal

Complaints and safeguarding

We work in people's homes, often with people who would find it hard to complain. So we make it easy, and we take it seriously.

Last updated August 2026.

If you are not happy

Email hello@homesafedevon.co.uk or use the contact form. If you would rather write, ask us for a postal address and we will send it.

You do not need to put it formally or use any particular words. A sentence is enough.

What happens then

1. 01We acknowledge it and tell you who is dealing with it.
2. 02We look into it, which usually means talking to whoever did the work and, if it helps, coming to see it.
3. 03We give you an answer in writing, with what we are going to do about it. If we need longer to look into something, we tell you when to expect it.
4. 04If you are still not happy, tell us and we will take another look. We keep working at it until you are satisfied. Your legal rights are unaffected, and you can report a trader to Devon and Somerset Trading Standards.

If the work is not right, we come back and put it right. That is not a favour, it is the job.

Safeguarding adults

Our people are in customers' homes, sometimes alone with them. We take that responsibility seriously.

• ·Our own team hold a current DBS check.
• ·Everyone we send is vetted by us, and known to us before they set foot in the house.
• ·Everyone is briefed on recognising and reporting abuse or neglect before their first job.
• ·Our staff carry identification and will always show it. Ask to see it, every time.
• ·We never sell to a customer on the doorstep, and we never ask for cash.
• ·We have a named safeguarding lead, and this page and our practice are reviewed every year.

If we are worried about someone

If we see something that suggests an adult is at risk of abuse or neglect, we will raise it. Where we can, we talk to the person first and explain what we are going to do. Where someone is in immediate danger we ring 999.

Concerns about an adult at risk in Devon are reported to Devon County Council Adult Social Care on 0345 155 1007, Monday to Thursday 9am to 5pm and Friday 9am to 4pm. Outside those hours and on bank holidays the Emergency Duty Service is 0345 600 0388. Concerns can also be emailed to the Devon Safeguarding Adults Service at adultsc.safeguardingadultservices-mailbox@devon.gov.uk. If someone is in immediate danger, ring 999.

If you are worried about someone

You can tell us, whether or not you are a customer, and we will help you work out who to contact. You do not need to go through us: anyone can report a concern to Devon County Council on the numbers above. If it is urgent, ring 999.

What we are, and what we are not

HomeSafe Devon looks after the property. We are not a care provider and we are not regulated by the Care Quality Commission, so we do not provide personal care, nursing or medical advice.

Doorstep callers

We never call at a house uninvited. We turn up on the dates and at the times we have agreed with you, and nothing is ever sold at the door. If someone arrives saying they are from HomeSafe Devon and you were not expecting them, do not let them in, and tell us.