Safeguarding Policy
Last updated: July 2026
Home Flatpack installers are invited into customers' homes and gardens. We recognise the trust this places in us and expect everyone representing Home Flatpack to behave professionally, respectfully and safely.
This policy sets out our approach to safeguarding customers, families, installers and anyone else who may be present during an installation.
Respecting your home
Installers are expected to treat every customer, their property and their belongings with care and respect.
Installers should only access areas reasonably required to complete the agreed work and should respect the privacy of everyone within the household.
Children and young people
Children are often understandably interested in seeing new furniture, play equipment or trampolines being assembled.
Our installers can explain what they are doing and interact appropriately with families, but children must remain outside the working area and must not assist with an installation.
Completed items should not be used until the installation has been finished, final checks have been completed and the item has been formally handed back to the customer.
Vulnerable customers
We recognise that some customers or members of their household may require additional consideration or support.
Where we are made aware of a reasonable adjustment or other practical requirement before an installation, our planning team will consider how we can best support the household while maintaining appropriate safety standards.
Professional boundaries
Installers are expected to maintain appropriate professional boundaries at all times.
Discrimination, harassment, intimidation, inappropriate language, unwanted physical contact or other behaviour that could reasonably make somebody feel unsafe or uncomfortable is not acceptable.
Working safely
Installation areas may contain tools, components, packaging and partially assembled products that can present temporary hazards.
Customers, children, pets and other household members may therefore be asked to remain outside the immediate working area while an installation is underway.
These boundaries are there to protect everyone involved and should always be communicated politely and respectfully.
Photography in customers' homes
Our Quality Management System may require photographs before, during or after an installation as evidence of the work completed.
Photographs should focus on the product, installation area and relevant details. Installers should avoid unnecessarily photographing customers, children, personal documents or unrelated belongings.
Reasonable adjustments
Safety standards remain consistent, but the way we deliver our service can sometimes be adapted.
This might include changing how we communicate, allowing additional time, providing clearer explanations or allocating an installer particularly suited to the circumstances of a booking.
Customers are encouraged to tell our planning team what would help when requesting their installation.
Safeguarding concerns
If an installer encounters a situation that gives them a genuine safeguarding concern, they should not attempt to investigate the matter themselves.
Concerns should be reported promptly through the appropriate Home Flatpack process so that they can be considered and, where necessary, appropriate advice or action can be taken.
Where somebody appears to be in immediate danger, emergency services should be contacted where appropriate.
Concerns about an installer
If a customer has concerns about the behaviour or conduct of a Home Flatpack installer, we encourage them to contact us as soon as possible.
Concerns will be taken seriously, reviewed fairly and handled as confidentially as reasonably possible.
Serious breaches of our safeguarding, conduct or professional standards may result in an installer being removed from the Home Flatpack installer network.
Our approach
Respect the home. Protect the working area. Maintain professional boundaries. Put people's safety and dignity first.