If the matter is urgent because a vulnerable adult is in immediate danger, phone 999.


Member of the Public

If you are a member of the public and wish to make a referral please contact Customer First on 0808 800 4005 or complete an online referral form



If you are a professional wanting to make a referral, either:

If you would like to discuss whether or not a referral is required, call the Professional Consultation Line on 03456 061 499 to speak with a MASH social worker.


Self-Neglect and Hoarding

If you are concerned an individual is at significant risk of harm due to self-neglect or hoarding please see the referral information on our Policies and Procedures page.


Adult Protection Thresholds and Flowcharts

The following documents provide guidance to practitioners, professionals and others about when to make an adult safeguarding referral and the likely responses to different threshold levels.

For more information, phone Customer First on 0808 800 4005


What happens after making a referral?

Every concern raised about the possible abuse of a vulnerable adult is taken seriously. When a referral is received by Customer First, the Senior Social Work Practitioner will have a discussion with a colleague in the police and a member of the Adult Safeguarding Team. The wishes of whoever is the subject of the referral will always be listened to and acted upon, and then a decision will be made about what needs to happen next.

Usually the next steps will involve investigation of the allegation, and further discussions with other professionals to ensure the individual's safety. Any safeguarding plan will try to ensure that the best possible outcome for the subject of the referral, and we have a very good track record in achieving this goal.


Confidentiality, sensitivity and inclusion

All information is treated with the utmost confidentiality and sensitivity. Both the referrer and the person who is being abused wil be included in the decision making process as much as possible.

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