Safety isn't a policy document — it's how we build the platform
Because Empatha connects people into each other's homes, safeguarding is treated as a core product responsibility, not paperwork filed away and forgotten.
Every person using Empatha — a client, a care recipient, or a carer — deserves to feel safe. That means rigorous verification before anyone can accept a booking, clear channels to report a concern, and a team that takes every report seriously and acts on it.
Depending on the specific type of support arranged, some care activities in England fall under CQC regulation. We are transparent with clients and carers about what Empatha does and doesn't cover for each booking type — see our Terms of Service for the specifics.
Verification is mandatory, not optional
Identity verified
Right to work confirmed
Enhanced DBS check
References reviewed
Profile approved by our team
Roles involving personal care are eligible for Enhanced DBS checks with Adults' Barred List checks, in line with UK adult social care standards.
Safeguarding doesn't stop at verification
Emergency contacts required
Every care request must include emergency contact details before matching can begin — no exceptions.
Messages can be reported
Every conversation includes a report button. Flagged messages are reviewed by our admin team, not left unchecked.
Clear incident reporting
Any client or carer can report an incident directly through the platform, with urgent cases escalated immediately.
Admin oversight of every booking
Our team can view and, where necessary, intervene in any match, booking or flagged conversation on the platform.
Suspension when needed
Accounts that pose a safeguarding risk or breach our code of conduct are suspended while we investigate.
Signed code of conduct
Every carer accepts our safeguarding policy and code of conduct before their profile can go live.
If something isn't right, tell us
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Report it directly. Use the report button on a conversation, or contact our team via the contact page, choosing "Safeguarding concern" as the topic for anything urgent.
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We log and review every complaint. Nothing is dismissed without investigation — each report is reviewed by our admin team and tracked until resolved.
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Urgent cases are escalated immediately. High-severity or safeguarding-related reports bypass the standard queue and go straight to our senior team.
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You'll hear back from us. We aim to acknowledge every complaint within one working day, and follow up with the outcome once reviewed.
Have a safeguarding concern right now?
Contact our team directly — urgent reports are reviewed as a priority.