Need immediate support?
View our full list of helplines and crisis resources.
Same Street — Adult Safeguarding Policy
Last updated: 7 June, 2026
Reviewed by: Afaq Zia, Founder
Helpful organisations
1. Our Commitment
Same Street is a free online community for people living in UK care homes. Our users are adults who may be elderly, vulnerable, navigating major life changes, or facing emotional and physical challenges.
We take our responsibility to protect our users seriously. This policy sets out how we identify, respond to, and escalate concerns about the safety and wellbeing of our community members.
Why Safeguarding Matters for Care Home Residents
Elderly people living in UK care homes can be particularly vulnerable online. Major life transitions, reduced social networks, and the challenges of adjusting to residential care can all affect how people assess risk and form trust. Friendship fraud, romance scams, and financial exploitation disproportionately target older adults — and the emotional harm caused can be as serious as the financial loss.
Same Street was designed from the ground up with this reality in mind. Every feature — from our matching system to our moderation approach to our crisis signposting — exists to create genuine connection while protecting the people who are most at risk. Safeguarding is not an add-on to Same Street. It is the foundation.
3. What We Are and What We Are Not
Same Street is a community platform, not a care provider, medical service, or crisis intervention service.
We are:
- A safe, moderated online space for connection and companionship
- A signposting service that directs users to appropriate support
- A platform committed to gentle moderation and user dignity
We are not:
- A replacement for professional care or medical advice
- A crisis service
- A mental health provider
- A safeguarding authority
4. Who This Policy Covers
This policy applies to all users of samestreet.co.uk, including:
- Care home residents
- Family members or carers acting on behalf of a resident
- Any adult member of our community
5. Recognising Safeguarding Concerns
We consider the following as potential safeguarding concerns:
- A user expressing suicidal thoughts or intent to self-harm
- A user describing abuse, neglect, or exploitation by another person
- A user appearing to be in a mental health crisis
- A user being contacted or pressured by another member in a harmful way
- A user sharing information suggesting they are at immediate risk
- Reports from family members or carers about a user's safety
6. Fraud and Scam Awareness
Never send money to anyone you have met on Same Street. This includes cash, bank transfers, gift cards, or any other form of payment.
Warning signs of friendship and romance fraud:
- Unsolicited affection or declarations of love after only a short time
- Making excuses to avoid video calls or in-person meetings
- Sudden requests for money, gift cards, or financial help
- Pressure to keep the relationship or financial requests secret
If you suspect you are being targeted by a scam, stop all communication and report the user to us immediately. You can also contact Action Fraud on 0300 123 2040 or visit actionfraud.police.uk.
7. Suspicious Links and Phishing
Never click links sent by people you do not know. Scammers and phishing attackers often use fake links to steal passwords, personal information, or install malicious software.
Same Street will never ask you for your password by message, email, or any other means. If someone claiming to be from Same Street asks for your password, it is a scam — please report it immediately.
8. Guidance by User Type
Care home residents
If something feels wrong while using Same Street — whether it is a message that upsets you, a request that makes you uncomfortable, or behaviour you do not understand — speak to a trusted member of staff at your care home. You are not being a nuisance; you are keeping yourself safe.
Care home staff
You have safeguarding reporting duties under the Care Act 2014. If you become aware of a concern involving a resident who uses Same Street, report it to your safeguarding lead and email us at hello@samestreet.co.uk.
Family members and supporters
If you are worried about a resident's safety or wellbeing on Same Street, you can raise a concern by emailing hello@samestreet.co.uk. We will review it within 24 hours on working days.
Community members and mentors
If someone you are speaking with appears to be in distress or danger, encourage them to speak to a professional or a member of their care home staff. Do not try to handle a crisis alone. Contact us at hello@samestreet.co.uk so we can follow up appropriately.
9. How We Respond
Step 1 — Immediate Signposting
When a user expresses distress, our first response is to acknowledge them with warmth and direct them to appropriate support:
- Samaritans: 116 123 (free, 24/7)
- Shout: text 85258 (free, 24/7)
- Mind: mind.org.uk or 0300 123 3393
- Age UK helpline: 0800 055 6112
- NHS urgent mental health support: 111 (option 2)
- Emergency services: 999
Step 2 — Platform Response
We will:
- Respond to the user with care and without judgment
- Remind them they are not alone and that help is available
- Not engage in clinical assessment or crisis counselling ourselves
- Document the concern internally
Step 3 — Escalation
In cases where we believe a user may be in immediate danger, we will:
- Contact emergency services (999) if we have sufficient identifying information
- Contact the care home where the user resides if known
- Cooperate fully with any safeguarding authority investigation
10. Reporting a Concern
Any member of the Same Street community can report a concern about another user by emailing hello@samestreet.co.uk.
Reports will be reviewed within 24 hours on working days.
11. Content Moderation
Same Street actively moderates content to protect our users. We will remove content that:
- Encourages self-harm or suicide
- Exploits or demeans vulnerable people
- Facilitates scamming, grooming, or financial exploitation
- Harasses or bullies other members
Accounts engaging in the above behaviour will be suspended immediately.
12. Data and Confidentiality
Safeguarding concerns are handled with sensitivity. Information shared in confidence will only be disclosed:
- To emergency services where there is immediate risk to life
- To relevant authorities where required by law
- With the user's consent in all other cases
13. Working with Care Homes
Where Same Street partners with care homes, we expect care home staff to:
- Support residents in using the platform safely
- Report any safeguarding concerns to us and to their own safeguarding lead
- Comply with their own organisation's adult safeguarding procedures
14. Age Verification
Same Street is an adult-only platform intended for people aged 18 and over.
At the point of registration, all users are required to confirm via a mandatory tick-box that they are aged 18 or over. Same Street relies on this self-declaration in line with ICO guidance for platforms not directed at children.
If Same Street becomes aware or reasonably suspects that a user is under the age of 18, we will:
- Suspend the account immediately pending investigation
- Permanently delete the account and all associated data if the suspicion is confirmed
- Document the incident in our internal safeguarding log
Suspected underage accounts can be reported to hello@samestreet.co.uk. Reports will be reviewed within 24 hours on working days.
15. Review
This policy will be reviewed annually or following any safeguarding incident.
Contact: hello@samestreet.co.uk
Address: Monomark House, 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
16. Local Authority Safeguarding Escalation
If you have a serious concern about the safety or wellbeing of a vulnerable adult on this platform, Same Street will, where necessary, refer concerns to the relevant local authority safeguarding team under Section 42 of the Care Act 2014. We will always inform the individual unless doing so would place them at further risk. For immediate emergencies, please call 999. For non-emergency safeguarding concerns in your area, contact your local authority adult social services.