From time to time an older person may miss their pre-arranged call. In most cases, there’s a simple explanation for this, from forgetting all about it to being distracted by an unexpected appointment or visitor. However, we understand it can be a worry when they don't pick up the phone as arranged.

This is what you should do

Call companions should make three calls five minutes apart:

1. In the first call, leave a message informing the older person that you’ve called and that you’ll call back in five minutes (if you’re able to leave a message).
2. In the second call, leave a message informing the older person that you’ve called and that you’ll call back in five minutes (if you’re able to leave a message).
3. In the third call, leave a message asking the older person to call Re-engage on 0800 716543 and contact the Re-engage team by emailing knowledge@reengage.org.uk to let them know what has happened.

We’ll try to contact the older person and will update you on our progress.

If we’re unable to contact the older person and if the older person misses their call the following week, you should follow the above process again.

Should attempts to contact the older person still be unsuccessful for a second week, we’ll try again to get in touch with the older person by using any additional contact information that we hold and will update you on our progress.

If you’ve concerns about the safety or welfare of an older person, a volunteer, or a member of staff at Re-engage you must share your concerns by filling in the safeguarding incident and concern form.

If the person you’re concerned about is at immediate risk of danger or at risk of causing harm to themselves or to others, you must contact the emergency services by dialling 999 and then contact us on 020 7240 0630 and ask to speak to one of the safeguarding team.

All call companion calls are recorded but the calls are never listened to unless there’s a safeguarding concern.

If there’s been an accident, incident or near miss, please let the Re-engage team know as soon as possible by completing the accident, incident and near miss reporting form.