Scenario

A MyEstate property inspector attends a routine inspection of a rented flat.

The tenant, Ms Patel, opens the door with her partner standing immediately behind her. The partner answers most questions and follows the inspector from room to room.

The inspector observes:

• A damaged internal door;
• A hole in a wall;
• A broken mobile telephone on the floor;
• Bruising on Ms Patel’s arm;
• Ms Patel appearing nervous;
• The partner repeatedly interrupting her;
• Ms Patel saying she is “fine” while looking at her partner; and
• A young child sitting silently in the bedroom.

When the partner briefly leaves the room, Ms Patel quietly says:

“Please do not send messages to my phone. He checks everything.”

The partner returns before she can say anything further.

Questions for learners

1. What facts should the inspector record?
2. What should the inspector avoid doing?
3. Should the inspector challenge the partner?
4. Is it safe to contact Ms Patel using her normal mobile number?
5. Does the presence of a child affect the response?
6. When should the matter be reported?
7. When should emergency services be contacted?
8. What should happen before any future visit?

Model response

The inspector should prioritise personal safety and avoid alerting or confronting the partner.

The inspector should record:

• The date, time and location;
• Who was present;
• The damaged door, hole in the wall and broken telephone;
• The observed bruise without diagnosing its cause;
• The partner’s behaviour;
• Ms Patel’s demeanour;
• The presence and apparent location of the child;
• Ms Patel’s exact words;
• Whether it appeared safe to continue;
• When the inspector left;
• Who was informed; and
• What action followed.

The inspector should not:

• Accuse the partner of abuse;
• Ask Ms Patel detailed questions in front of the partner;
• Photograph Ms Patel’s injury without an appropriate basis;
• Promise secrecy;
• Contact the normal telephone number after being told it is monitored;
• Leave a voicemail;
• Attempt to remove Ms Patel or the child;
• Search for further evidence; or
• Return alone.

The matter should be reported immediately to MyEstate’s safeguarding lead or designated manager. Because a child is present, the concern must be handled under the applicable child-safeguarding procedure as well as the adult-safeguarding procedure.

If the inspector believes Ms Patel, the child or anyone else is in immediate danger, they should call 999 when it is safe to do so.

Before any further contact or visit, management should assess:

• The safe communication method;
• Whether external safeguarding services should be contacted;
• Whether two employees should attend;
• Whether police assistance is required;
• Whether a future inspection should proceed;
• Whether contact could increase the risk; and
• How the employee will be supported.

Additional Practical Scenarios

Scenario 1: Financial exploitation

An elderly seller’s nephew insists that all sale proceeds must be paid into his account and refuses to let staff speak with the seller privately.

Response: Do not change payment instructions without proper verification and authority. Record the facts and refer the concern immediately.

Scenario 2: Self-neglect

An inspector finds that every exit is blocked by possessions, there is rotting food throughout the property and the occupant appears unable to access the bathroom.

Response: Leave if unsafe, record the conditions factually and make an urgent internal safeguarding and safety report.

Scenario 3: Modern slavery

An employee visits a small property where many adults sleep on mattresses in every room. One person holds everyone’s passports and answers all questions.

Response: Do not confront anyone or investigate. Leave safely and report the indicators immediately under MyEstate’s modern-slavery and safeguarding procedure.

Scenario 4: Homelessness

An applicant says they and their child will have nowhere safe to sleep that night.

Response: Explain that MyEstate cannot guarantee accommodation, but treat the matter as urgent and follow the approved local-authority homelessness signposting and safeguarding procedure.

Scenario 5: Immediate self-harm risk

A tenant states that they intend to end their life immediately and describes how they plan to do it.

Response: Treat the situation as an emergency. Contact 999 and follow the internal emergency escalation procedure.

Scenario 6: Monitored communication

A tenant says their former partner reads their emails and asks MyEstate never to disclose their new address.

Response: Record the safe-contact arrangements securely, restrict access to the information and refer the matter to the safeguarding lead.