Lesson 4 – Homelessness Risk, Immediate Danger and Property-Based Warning Signs

4.1 Homelessness risk

A person may be homeless or threatened with homelessness if they:

• Have been asked to leave;
• Are experiencing domestic abuse;
• Cannot safely remain in their accommodation;
• Face possession proceedings;
• Are staying temporarily with friends or relatives;
• Are leaving hospital, care or custody;
• Cannot afford their current accommodation; or
• Are occupying unsafe accommodation.

4.2 Possible indicators

A customer may say:

• “I have nowhere to go tonight.”
• “It is not safe for me to go home.”
• “My partner has changed the locks.”
• “I am sleeping in my car.”
• “I am staying on different sofas.”
• “I will be on the street if this application fails.”
• “My family has told me to leave.”
• “The landlord is forcing me out immediately.”

4.3 MyEstate’s role

Employees should not promise that MyEstate can provide accommodation.

They may:

• Listen;
• Clarify whether there is immediate danger;
• Explain what MyEstate can and cannot do;
• Refer the matter internally;
• Signpost local authority housing services;
• Provide approved emergency contact details; and
• Record the conversation.

4.4 Immediate danger

Immediate danger may include:

• An assault taking place;
• A credible threat of serious violence;
• A person unable to leave a dangerous situation;
• A serious medical emergency;
• Fire or gas danger;
• A threat involving a weapon;
• A person threatening immediate suicide or serious self-harm;
• A child apparently in immediate danger;
• Forced confinement; or
• A serious crime in progress.

Where there is an immediate risk to life or serious injury, staff should call 999 as soon as it is safe to do so.

4.5 Warning signs during telephone calls

Employees may hear:

• Someone instructing the customer what to say;
• Threats or shouting in the background;
• A customer suddenly becoming silent;
• A customer saying they cannot speak freely;
• A person repeatedly taking the telephone;
• A customer using a pre-agreed safety phrase;
• Sounds of violence; or
• A disclosure of immediate danger.

4.6 Warning signs during viewings

Employees may observe:

• Someone being prevented from speaking;
• Visible fear;
• Unexplained injuries;
• Aggressive control by a companion;
• Stalking or monitoring;
• A customer asking for help privately;
• Signs that someone is being followed; or
• A child displaying fear of an adult.

4.7 Warning signs during property visits

Employees may observe:

• Serious damage suggesting violence;
• Blocked exits;
• Internal locks or confinement;
• Extreme overcrowding;
• Unsafe sleeping arrangements;
• Signs of neglect;
• No food or heating;
• Severe hoarding;
• Evidence of exploitation;
• Someone living in a hidden part of the property;
• Controlled access to identification documents; or
• Occupants appearing unable to leave freely.

4.8 Employee safety

Employees must:

• Trust their professional judgment;
• Avoid confrontation;
• Leave if they feel unsafe;
• Follow lone-working procedures;
• Avoid revealing that they will report the matter;
• Contact the office or emergency services safely;
• Record the incident after reaching safety; and
• Not return alone to a high-risk location.

Lesson 4 key point

When immediate danger exists, safety takes priority over ordinary procedures, evidence gathering or completing the appointment.