Vulnerable Persons Charter
Practical safeguards when our work touches people who may be vulnerable — including those affected by dementia, mental health conditions, severe illness, or capacity concerns.
This Charter is personal. My dad, Dennis, was diagnosed with dementia and died within 12 months. He went from a healthy 79-year-old who went to the gym three times a week to a shell of himself — unable to feed himself, talk, or stand. No family should watch that decline without compassion around them. That experience shapes how we enforce today. Since my dad was diagnosed, a further four parents of close friends have also been diagnosed with dementia.
Clear stop rules where vulnerability is suspected.
Routes to carers, local authority & support.
Encouraged dementia & vulnerability awareness.
Version 1.0 · Draft status for consultation with stakeholders.
Dementia UK x UK Bailiff Services
We partner with Dementia UK to improve how we recognise and respond to dementia and carer needs throughout enforcement.
- Admiral Nurses: specialist dementia nurses who support families facing complex challenges.
- National Helpline: expert advice from dementia specialist nurses.
- Training & Resources: practical information to improve understanding, communication and support.
- Community & Campaigns: raising awareness and improving standards nationwide.
- Clear guidance for agents on recognising possible dementia indicators.
- Improved signposting to carers, adult social care and support services.
- Better outcomes through a calm, staged approach when vulnerability is suspected.
Our 8 Charter Principles
Empathy, patience, consideration of circumstances.
Guidance to recognise dementia/mental health/capacity indicators.
Stop and escalate for safeguarding checks.
Liaise with carers/family/support or local authority where appropriate.
Encouraged dementia & vulnerability awareness; best-practice resources.
Escalate to senior staff.
Handle data lawfully, minimally, securely.
Audit outcomes and share learning annually.
Recognising Potential Vulnerability
- Disorientation, confusion, or memory problems (repeating questions, date/address difficulty).
- Difficulty communicating, understanding, or following simple steps.
- Neglect indicators: poor hygiene, lack of food, unpaid utilities due to incapacity.
- Neighbour/caretaker information indicating dementia, severe illness, or safeguarding concerns.
Operational Protocol: Pause & Refer
- Stop the visit if indicators are present; stay calm and non-confrontational.
- Record objective observations only (no medical judgments).
- Refer to the safeguarding lead for decision/next steps.
- Contact carers, housing officers, or adult social care where lawful and appropriate.
- Review options; consider alternative/staged engagement.
Applies across CRAR, lease forfeiture, possession, and related instructions.
Resources
Speak with our Team
To discuss a case or provide feedback on this Charter, please contact us.
A senior manager is designated to review all Pause & Refer cases and liaise with appropriate services.
UK Bailiff Services Ltd · 223 Bacup Road, Rawtenstall, Rossendale BB4 7PA · Registered in England & Wales.
