PFD report

Sydney Alex Piper · Prevention of Future Deaths report

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Issued 15 Mar 2024•East London

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
3

Raised in this report

Recipients
4

Named on the report

Responses found
4

Of 4 recipients

Stated actions
37

Described in responses

Source document

Full report text

This is the full text from the original published report.

Open published report

Concerns and recipient responses

Select any concern, action or position to view the source wording.

Report evidence summary

Concerns raised3

  1. Lack of policing of homeless encampments in wooded areas
  2. Lack of monitoring of homeless encampments in wooded areas
  3. Failure to adequately supervise vulnerable persons
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.13

  1. Action

    Share team learning on evidencing engagement, learning and safeguarding practice for customers receiving community one-to-one support.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  2. Action

    Conduct spot checks of community one-to-one support and provide further training or performance management where competency standards are unmet.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  3. Action

    Issue video, written, poster and key-card guidance on one-to-one support and maintaining line of sight.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.

Respondent positions A position is what a recipient says about a concern when it does not describe a specific action.5

  1. Position

    Management and monitoring of the relevant Epping Forest land fell outside the Local Authority’s remit because the Corporation of London owned and managed it.

    Stated by London Borough of Waltham ForestOutside remitThe respondent said that this matter was outside its role or authority.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of policing of homeless encampments in wooded areas

Wider context from the report

“2. Mr Piper’s death was the latest in a series of deaths investigated by this court in which homeless persons have died in tents and encampments in wooded areas along the A406 and the periphery of Epping Forest due to high risk behaviours including, but not limited to, crush injuries, fire, third party assaults and drug misuse. The monitoring and policing of such encampments is, in the view of the court, lacking which increases the risk of fatal harm. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of monitoring of homeless encampments in wooded areas

Wider context from the report

“2. Mr Piper’s death was the latest in a series of deaths investigated by this court in which homeless persons have died in tents and encampments in wooded areas along the A406 and the periphery of Epping Forest due to high risk behaviours including, but not limited to, crush injuries, fire, third party assaults and drug misuse. The monitoring and policing of such encampments is, in the view of the court, lacking which increases the risk of fatal harm. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to adequately supervise vulnerable persons

Wider context from the report

“1. The support worker who accompanied Mr Piper on the day of his disappearance claimed that she did not constantly supervise Mr Piper as alternatively; she did not wish to crowd him, she was allergic to cigarette smoke, and finally that she needed to rest her legs. The witness accepted that she had neither read Mr Piper’s support plan, nor the relevant policies and procedures relevant to her duties that day. I am concerned that there is no clear evidence before me that the risk of a similar incident of inadequate supervision of a vulnerable person has been effectively mitigated. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Share team learning on evidencing engagement, learning and safeguarding practice for customers receiving community one-to-one support.

Verbatim wording from the response

“• Shared learning in teams to review how we evidence engagement and learning for customers using 1:1 support in the community and safeguarding best practice.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Conduct spot checks of community one-to-one support and provide further training or performance management where competency standards are unmet.

Verbatim wording from the response

“• Spot checks on 1:1 support being delivered to service users in the community to check for both safety and quality as well as validating that our action plan is being implemented in practice, appendix 6. To date 21 spot checks have been completed and reported on to the Executive Management Team. Where performance of staff has fallen below our standards, staff are undergoing further training/performance management and cease to deliver community-based support until they reach the required competency level.”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Issue video, written, poster and key-card guidance on one-to-one support and maintaining line of sight.

Verbatim wording from the response

“• Guidance on the delivery of 1:1 support and the importance of maintaining a ‘line of sight’ has been issued, in form of video briefing, written guidance, posters, key facts cards issued to staff name badges, see appendix 7.”

Source location

Response from Outlook Care
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review updated risk assessments covering Herbert Protocol, missing-person processes and community one-to-one support.

Verbatim wording from the response

“• Further review of updated risk assessments for all service users supported in relation to Herbert Protocol, missing persons process and delivery of 1:1 support in the community.”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Strengthen staff duty-of-care learning and care-and-support policy focus on one-to-one support.

Verbatim wording from the response

“• Supporting staff learning regarding their ‘Duty of Care’ including review of policy on Care and Support with a view to strengthen the focus on 1:1 support.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Use app-based daily risk assessments for every community support session and review results monthly for trends and concerns.

Verbatim wording from the response

“• The use of a day to day, app based, risk assessment completed every time a service user is supported in the community, appendix 5. This process was implemented on 22 March 2024 and to date 1098 risk assessments have been completed and records stored securely, reviewed monthly by the Director of Care and Support to identify trends or areas of concern. To date the risk assessments have been completed by 458 staff.”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Issue Community Protection Notices where appropriate and collaborate with police to enforce them when necessary.

Verbatim wording from the response

“StreetLink, a platform that connects people sleeping rough to other agencies and charities, including St Mungo’s. 3.3. Where appropriate, Neighbourhood Officers can issue Community Protection Notices instructing individuals to move on. If necessary, they collaborate with local police to enforce these notices. 3.4. The Local Authority has a contract in place to cut back overgrown vegetation, particularly that which may attract rough sleepers. 3.5. Where land is owned by other parties, Neighbourhood Officers liaise with those landowners to ensure that appropriate action is taken.”

Source location

Response from London Borough of Waltham Forest
Page 6 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Monitor parks and open spaces through weekly contractor inspections, Park Officer inspections and Sports and Leisure referrals of rough-sleeping indicators.

Verbatim wording from the response

“3. ROUGH SLEEPING 3.1. All parks and open spaces within the Local Authority’s remit are monitored as follows:”

Source location

Response from London Borough of Waltham Forest
Page 5 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Monitor commissioned supported-living provisions through annual quality-assurance visits, increased visits where improvement plans apply, and required-action reports.

Verbatim wording from the response

“1.4. In terms of ongoing monitoring, the Quality Assurance monitoring team undertake at least one visit annually to all provisions in the Borough. Where concerns are identified and a service improvement plan has been implemented, the team will visit with greater frequency to support the improvement process. The provisions are monitored on a number of key areas: Staffing, Support/Care, Health and Safety, Policy and Procedure, Governance, Quality Assurance, Resident feedback, staff feedback, Medication Safeguarding and MCA/DoLs. A report is sent to the provider detailing actions required within a given timeframe.”

Source location

Response from London Borough of Waltham Forest
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Request and review evidence that Outlook Care completed its stated safety changes across remaining locations.

Verbatim wording from the response

“We have reviewed the information we hold regarding Waterside Lodge Recovery Centre and asked Outlook Care to provide us with a copy of their response to H.M Senior Coroner. We note that although Outlook Care are not able to take action at Waterside Lodge due to its closure, they have committed to changes across their remaining nine locations to prevent such a sad event as this happening again. The changes include review of missing person policy, training for staff, additional risk assessments for supporting people using the service in the community and spot checks on one to one community visit support. We further note that the majority of these changes are due to be completed by the end of June 2024. Working with the CQC team covering the area where Outlook Care’s head office is located, we will request and review evidence of completion of these actions to ensure this has taken place.”

Source location

Response from CQC
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Continue joint police-partnership work with local authorities to focus on rough sleeping and support the local authority strategy.

Verbatim wording from the response

“I can confirm that ongoing work is being undertaken with the respective local authorities and there is strategic police/partnership joint working to focus on rough sleeping. The police neighbourhood teams are supporting the local authority strategy for rough sleeping, which includes community safety, housing and enforcement.”

Source location

Response from Metropolitan Police
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Work with local authorities and Epping Forest Park Rangers to ensure early identification of rough sleeping is addressed through partnership working.

Verbatim wording from the response

“We have increased engagement with local residents who use the forest and surrounding environs to encourage reporting of rough sleeping they become aware of directly to the Local Authority. The MPS is working closely with the Local Authorities and the Epping Forest Park Rangers to ensure any early identification of rough sleeping is addressed as a partnership.”

Source location

Response from Metropolitan Police
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Increase engagement with forest and surrounding-area residents to encourage direct reporting of rough sleeping to local authorities.

Verbatim wording from the response

“We have increased engagement with local residents who use the forest and surrounding environs to encourage reporting of rough sleeping they become aware of directly to the Local Authority. The MPS is working closely with the Local Authorities and the Epping Forest Park Rangers to ensure any early identification of rough sleeping is addressed as a partnership.”

Source location

Response from Metropolitan Police
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Management and monitoring of the relevant Epping Forest land fell outside the Local Authority’s remit because the Corporation of London owned and managed it.

Verbatim wording from the response

“The Local Authority does not own or manage the relevant part of Epping Forest or the surrounding land in this case. It is understood that the relevant land is owned and managed by the Corporation of London. However, we set out below how parks and open spaces within Local Authority remit are managed, as well as the safeguards in place for land owned and managed by third parties.”

Source location

Response from London Borough of Waltham Forest
Page 1 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Responsibility for commissioning and supervising the supported-living service rested with the NHS Trust, not the Local Authority.

Verbatim wording from the response

“The Local Authority did not employ the support worker or commission the service that employed them in this case. We set out below the processes by which such services are monitored when commissioned by the Local Authority.”

Source location

Response from London Borough of Waltham Forest
Page 1 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

The Metropolitan Police Service is best placed to address monitoring and policing of high-risk homeless encampments.

Verbatim wording from the response

“With reference to the report’s second area of concern, while CQC shares this concern, I note that the Metropolitan Police Service are also a named respondent and trust that they will be best placed to address this.”

Source location

Response from CQC
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

No other deaths identified in the area suggest a specific or ongoing public safety risk or significant criminal activity.

Verbatim wording from the response

“The MPS have liaised with the Coroner and have been unable to identify any other deaths in this area which would suggest any specific or ongoing risk to public safety, or significant criminal activity.”

Source location

Response from Metropolitan Police
Page 1 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Unauthorised encampments posing safety risks are addressed through a multi-agency approach led by the local authority, while police investigate reported crimes.

Verbatim wording from the response

“In accordance with statutory guidance, any unauthorised encampment which poses a risk of safety to occupants and others will be addressed as a public safety/public health issue through a multi-agency approach led by the local authority. Further, where individual crimes are reported there will be a duty for police to investigate.”

Source location

Response from Metropolitan Police
Page 1 · response
Published 20 March 2024

Open published response

Other statements in published responses

These actions and other statements could not be clearly connected to one concern in this report.

Recipient-stated actions An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.24

  1. 1

    Brief all staff and discuss safeguarding and missing-person learning in staff meetings.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  2. 2

    Recirculate local safeguarding information and display it on service noticeboards.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  3. 3

    Review induction and probation management for greater effectiveness.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  4. 4

    Complete and annually repeat an unannounced business-continuity test for a missing-person incident.

    Stated by Outlook CareStated plannedThe respondent said that this action was planned when they made their response on 20 March 2024.
  5. 5

    Add missing-person and community-support risk-management audits to the annual schedule, conducting them twice yearly and reporting outcomes to the Board.

    Stated by Outlook CareStated plannedThe respondent said that this action was planned when they made their response on 20 March 2024.
  6. 6

    Create and monitor Missing Person risk profiles for current and future customers receiving individual support.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  7. 7

    Introduce revised induction and handover formats addressing missing-person risk and mitigation.

    Stated by Outlook CareStated plannedThe respondent said that this action was planned when they made their response on 20 March 2024.
  8. 8

    Monitor GDPR policy implementation during service closure, decommissioning and archival transport to secure storage.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  9. 9

    Train all staff to mitigate missing-person risk and manage incidents, including preventative daily assessment and golden-hour response.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  10. 10

    Provide Board of Trustees scrutiny, oversight and real-time reporting on action-plan progress.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  11. 11

    Apply and relaunch the Missing Persons Policy, incorporating it into risk assessments, support guidance and Missing Person Information.

    Stated by Outlook CareStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  12. 12

    Use stakeholder and partner feedback in service reviews, management decisions and support-quality improvement.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  13. 13

    Refresh managers’ Level 3 safeguarding training and support attendance at local-authority safeguarding training.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  14. 14

    Improve the detail of customer feedback gathered during service-closure consultations.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  15. 15

    Host a stakeholder learning event to share learning and revised procedures arising from the incident.

    Stated by Outlook CareStated plannedThe respondent said that this action was planned when they made their response on 20 March 2024.
  16. 16

    Increase emphasis on Positive Behaviour Support in delivery and staff training for customers receiving individual support.

    Stated by Outlook CareStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.
  17. 17

    Liaise with third-party landowners to ensure appropriate action is taken on land outside Local Authority ownership.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  18. 18

    Triage safeguarding concerns the same day and allocate qualifying cases to the relevant care and support team for enquiry.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  19. 19

    Make repeated outreach attempts to identified rough sleepers, offer support, and refer them to StreetLink and connected agencies.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  20. 20

    Apply commissioning safeguards, including CQC rating checks, consultation and provider policy, financial and quality-assurance reviews.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  21. 21

    Provide safeguarding referral routes through MASH, the Adult Front Door, telephone contacts, online forms and urgent telephone reporting.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  22. 22

    Review residents’ Care and Support plans at least annually, including placement suitability.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  23. 23

    Maintain a vegetation-cutting contract targeting overgrown areas that may attract rough sleepers.

    Stated by London Borough of Waltham ForestStated completedThe respondent said that this action was complete when they made their response on 20 March 2024.
  24. 24

    Seek further evidence from Outlook Care that its safety changes are embedded in operational practice.

    Stated by Care Quality CommissionStated in progressThe respondent said that this action was in progress when they made their response on 20 March 2024.

Recipient positions A position is what a recipient says about a concern when they do not describe a specific action.1

  1. 1

    Enforcement against non-registered individuals is outside CQC’s legal powers, and the applicable exceptions do not arise here.

    Stated by Care Quality CommissionOutside remitThe respondent said that this matter was outside its role or authority.

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Brief all staff and discuss safeguarding and missing-person learning in staff meetings.

Verbatim wording from the response

“4. In response to the Regulation 28 Notice issued by the Coroner and the matters of concern noted, the following actions have also been implemented:”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Recirculate local safeguarding information and display it on service noticeboards.

Verbatim wording from the response

“• Raising awareness of LBWF Safeguarding Team and their role in ensuring customer safety from Abuse or Neglect. Local Safeguarding Information to be recirculated to raise awareness. All noticeboards reviewed and local Safeguarding information clearly displayed.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review induction and probation management for greater effectiveness.

Verbatim wording from the response

“• Induction and Probation management reviewed to see what areas can be more effective.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Complete and annually repeat an unannounced business-continuity test for a missing-person incident.

Verbatim wording from the response

“• Completion of an unannounced Business Continuity Management test in relation to a Missing Person incident, to be repeated annually.”

Source location

Response from Outlook Care
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Add missing-person and community-support risk-management audits to the annual schedule, conducting them twice yearly and reporting outcomes to the Board.

Verbatim wording from the response

“• Including audits of risk management process in relation to Missing Person and delivery of community support to mitigate risk of service users going missing into our annual audit schedule, to be completed twice per year on an ongoing basis. Outcomes will be reported to Board of Trustees for scrutiny and oversight.”

Source location

Response from Outlook Care
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Create and monitor Missing Person risk profiles for current and future customers receiving individual support.

Verbatim wording from the response

“• Review potential risk for individual support and MISPER for all customers by identifying Risk Profiles for current customers and ensuring future customers are identified when they start to use our services. This will be subject to ongoing monitoring of customer’s changing needs.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Introduce revised induction and handover formats addressing missing-person risk and mitigation.

Verbatim wording from the response

“• Revised induction and handover formats that include specific reference to Missing Person risk and mitigation of such risk, see appendix 8.”

Source location

Response from Outlook Care
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Monitor GDPR policy implementation during service closure, decommissioning and archival transport to secure storage.

Verbatim wording from the response

“• GDPR Policy implementation is monitored at all stages of service closure to ensure there is secure storage available during decommissioning of service and transport of archiving to secure archive.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Train all staff to mitigate missing-person risk and manage incidents, including preventative daily assessment and golden-hour response.

Verbatim wording from the response

“• Training for all staff in mitigation service user risk of going missing and managing the process should a service user go missing, emphasising: ◦ the role of day-to-day risk assessment as a preventative measure for service users at risk of going missing. ◦ the critical nature of the golden hour should a missing person incident occur.”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide Board of Trustees scrutiny, oversight and real-time reporting on action-plan progress.

Verbatim wording from the response

“2. A full briefing was issued to our Board of Trustees who continue to provide scrutiny and oversight of our progress. The action plan implementation is led by the Chief Executive and real time reporting to the Board of Trustees continues alongside regular briefings issued to all of the workforce.”

Source location

Response from Outlook Care
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Apply and relaunch the Missing Persons Policy, incorporating it into risk assessments, support guidance and Missing Person Information.

Verbatim wording from the response

“• Application of Missing Person’s Policy to strengthen how it is reflected in individual’s risk assessments, support guidelines and Missing Person Information. Any recommendations to be made to Director of Care and Support with Chief Executive.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Use stakeholder and partner feedback in service reviews, management decisions and support-quality improvement.

Verbatim wording from the response

“• External feedback continuing to contribute to our reviews and improvement plans for services.”

Source location

Response from Outlook Care
Page 1 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Refresh managers’ Level 3 safeguarding training and support attendance at local-authority safeguarding training.

Verbatim wording from the response

“• Safeguarding Training for Managers with all Managers refreshing their Level 3 Safeguarding Training for Managers. Managers to supplement by attending their Local Authority Safeguarding for Managers training when it becomes available.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Improve the detail of customer feedback gathered during service-closure consultations.

Verbatim wording from the response

“• Feedback from Customers on consultation during service closures will be more detailed.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Host a stakeholder learning event to share learning and revised procedures arising from the incident.

Verbatim wording from the response

“Finally, in October 2024, we will be hosting a learning event for all stakeholders, partners and other providers, to share our learning and revised procedures, stemming from this tragic incident.”

Source location

Response from Outlook Care
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Increase emphasis on Positive Behaviour Support in delivery and staff training for customers receiving individual support.

Verbatim wording from the response

“• Increase emphasis on Positive Behaviour Support principles evident in delivery and review of staff training and development to strengthen duty of care for customers using individual support.”

Source location

Response from Outlook Care
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Liaise with third-party landowners to ensure appropriate action is taken on land outside Local Authority ownership.

Verbatim wording from the response

“StreetLink, a platform that connects people sleeping rough to other agencies and charities, including St Mungo’s. 3.3. Where appropriate, Neighbourhood Officers can issue Community Protection Notices instructing individuals to move on. If necessary, they collaborate with local police to enforce these notices. 3.4. The Local Authority has a contract in place to cut back overgrown vegetation, particularly that which may attract rough sleepers. 3.5. Where land is owned by other parties, Neighbourhood Officers liaise with those landowners to ensure that appropriate action is taken.”

Source location

Response from London Borough of Waltham Forest
Page 6 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Triage safeguarding concerns the same day and allocate qualifying cases to the relevant care and support team for enquiry.

Verbatim wording from the response

“2.3.1. Where a concern relates to an individual that is open to a Local Authority team, the concern will be recorded and progressed to that team for them to establish whether the section 42 criteria are met. That is on the basis that they are likely to have some direct knowledge of the person concerned.”

Source location

Response from London Borough of Waltham Forest
Page 4 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Make repeated outreach attempts to identified rough sleepers, offer support, and refer them to StreetLink and connected agencies.

Verbatim wording from the response

“3.2. The Council’s Rough Sleeper team makes three attempts to engage with individuals identified during the inspections. They offer support and assistance to connect them with appropriate services. They also make a referral to”

Source location

Response from London Borough of Waltham Forest
Page 5 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Apply commissioning safeguards, including CQC rating checks, consultation and provider policy, financial and quality-assurance reviews.

Verbatim wording from the response

“1.3. Where a placement was to be commissioned by the Local Authority, its Brokerage team would source a placement that could effectively meet the individual’s needs. That team has a number of safeguards in place to ensure that placements are suitable and appropriate:”

Source location

Response from London Borough of Waltham Forest
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Provide safeguarding referral routes through MASH, the Adult Front Door, telephone contacts, online forms and urgent telephone reporting.

Verbatim wording from the response

“2.2.1. The majority of Safeguarding concerns are raised via the Multi Agency Safeguarding Hub (“MASH”) or the Adult Front Door service and generally come from direct concerns of professionals from various disciplines.”

Source location

Response from London Borough of Waltham Forest
Page 3 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Review residents’ Care and Support plans at least annually, including placement suitability.

Verbatim wording from the response

“1.5. An individual in such a placement would also have the benefit of a review of their Care and Support plan on at least an annual basis that would include considering the appropriateness of the particular placement.”

Source location

Response from London Borough of Waltham Forest
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Maintain a vegetation-cutting contract targeting overgrown areas that may attract rough sleepers.

Verbatim wording from the response

“StreetLink, a platform that connects people sleeping rough to other agencies and charities, including St Mungo’s. 3.3. Where appropriate, Neighbourhood Officers can issue Community Protection Notices instructing individuals to move on. If necessary, they collaborate with local police to enforce these notices. 3.4. The Local Authority has a contract in place to cut back overgrown vegetation, particularly that which may attract rough sleepers. 3.5. Where land is owned by other parties, Neighbourhood Officers liaise with those landowners to ensure that appropriate action is taken.”

Source location

Response from London Borough of Waltham Forest
Page 6 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Seek further evidence from Outlook Care that its safety changes are embedded in operational practice.

Verbatim wording from the response

“As part of CQC’s ongoing monitoring of registered providers, we will seek further evidence from Outlook Care to assure ourselves that all the changes made have been embedded into their ways of working.”

Source location

Response from CQC
Page 2 · response
Published 20 March 2024

Open published response

Source evidence

How this respondent position was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Enforcement against non-registered individuals is outside CQC’s legal powers, and the applicable exceptions do not arise here.

Verbatim wording from the response

“We have reviewed whether there has been a failure by Outlook Care or the Registered Manager for Waterside Lodge (Registered Persons), to provide Mr Piper with safe care and treatment causing Mr Piper avoidable harm. CQC does not have the power to take enforcement action against individuals who are not Registered Persons, except in circumstances where individual directors or members may be held individually liable for the commission of the offence by a registered provider that is a body corporate or unincorporated association, under sections 91 or 92 of the Health and Social Care Act 2008. Those circumstances do not arise in this case. On reviewing the available evidence, we do not find that there are grounds to proceed with a criminal investigation against a Registered Person.”

Source location

Response from CQC
Page 2 · response
Published 20 March 2024

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Official responses located
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Data last updated 7 September 2026