The purpose of this process is to define a system for the control of Lone and Remote Workers in Change offices. This document ensures our compliance with the guidelines set down in our H&S policy and with relevant legislation, ‘The Management of Health and Safety at Work Regulations 1999’ and the ‘Health and Safety at Work Act 1974’


For the purposes of this document Lone and Remote Working refers to any member of staff who works by themselves (without close or direct supervision). This document also covers any member of staff who works as part of a team but may be on their own for a period of time e.g. during lunch times, staff holidays, staff sickness.


Managers should identify when Lone and Remote Working applies in their own area, either as a temporary or permanent arrangement. Managers should ensure that a risk assessment is carried out for all activities. The risk assessment should be recorded and logged and reviewed periodically to ensure any new activities are added.
The assessment should take into account the following:
  • The age, experience and fitness of the person
  • The nature and duration of the task
  • The work location
  • The means of contact and warning devices
  • The amount of supervision and contact required
  • The ability of the lone worker to respond to emergencies
  • Interactions with 3rd parties and the level of control over them
Where the assessment identifies significant risks of injury from lone working then control measures must be applied.
  • Instruction in the work to be done
  • Arrangements for dealing with emergencies e.g. fire, illness, accidents


Roles & Responsibilities

Managers are responsible for ensuring staff are fully aware of and understand the instructions in this document. Managers shall be fully aware of this process and shall implement and monitor its effectivity.
Failure to comply with the process will result in the Manager contacting the staff member in question to ensure they are briefed on the importance of following the correct process.
Consistent failure to comply with this process will result in Capability/Disciplinary procedure implementation.
HR is responsible for updating emergency contact details. Failure to keep this information current will result in this process failing.
Managers must ensure new staff are trained immediately and all staff are given refresher training every 6 months with a sign off kept in the compliance folder.

Lone Working Controls

Staff should plan, organise and prioritise tasks focussing on the ‘what ifs’ to cover all potential hazards.
Staff should ensure phones, email (means of contact) are in working order.
Emergency contact numbers are displayed.
Staff should know how to deal with violent or aggressive behaviour from 3rd parties.
  • Be polite but firm
  • Do not demonstrate aggressive behaviour – stay calm
  • Do not enter into an argument
  • Keep your distance
  • Always have an escape route in mind
  • Press the panic button
  • Seek further help if necessary from the Police


Manager and impacted staff member should review and agree the need for lone working. Risk assessment for the period of lone working shall be conducted and agreed. Staff member shall phone/text Manager to inform of arrival and of departure from office on completion of task. Staff member may be requested by Manager to phone/text.