Protecting lone workers: a structured approach is critical

Lone workers are an essential part of many industries – from health and social care to utilities, housing and transport. Whether delivering vital services in the community or conducting home visits to carry out repairs, these workers face a unique set of risks.

Unlike employees working in close contact with colleagues, lone workers don’t have immediate access to peer support, supervision or help if something goes wrong. That isolation makes their roles more complex and the risk if anything goes wrong more severe.

So, as organisations face increasing scrutiny around duty of care and employee wellbeing, protecting those who work alone or in uncontrolled environments must be a priority.

What is lone working?

The Health and Safety Executive defines lone workers as those who “work by themselves without close or direct supervision”. This doesn’t necessarily mean that the worker is physically alone; it means they are in a separate location from the rest of their team or manager. 

If an employee cannot be seen or heard by a colleague, they are considered a lone worker – whether that is for part or all of their working day. This could include tasks like conducting home visits, working in remote areas or even travelling between appointments.

HSE defines lone workers as those who “work by themselves without close or direct supervision”. Photograph: iStock

The risks of working alone

While lone working isn’t inherently dangerous, it significantly increases the likelihood of an incident resulting in serious harm. If something goes wrong and there’s no one nearby to raise an alarm or offer assistance, even a minor issue can quickly escalate into a critical situation.

This is why understanding the risks and applying a structured approach is essential. Generally, lone working risks can be grouped into three broad categories:

1. People risk – work involves proximity to individuals who pose a threat
2. Environment risk – the workplace itself poses a risk to personal safety
3. Task-based risk – the nature of the task being undertaken poses a risk.

Using this ‘PET’ framework, employers can systematically identify and assess the specific hazards lone workers face and then implement measures to mitigate them.

People-based risks

The unpredictable nature of working with people can make it one of the most significant risks for lone workers who operate in the field or visit people’s homes.

People can behave unexpectedly, influenced by emotions, stress or other factors (for example, alcohol, drugs, mental illness), which makes interactions difficult to predict, even in routine or seemingly safe settings. This unpredictability can lead lone workers to face aggression, resistance or other challenges they’re unprepared for, with no immediate support available.

That’s why, as an employer, it’s important to assess who your lone workers are likely to encounter.

• Are they interacting with vulnerable individuals?
• Are those individuals known to be confrontational?
• Could they be under the influence of drugs or alcohol?
• Is there a risk of mental health issues?
• Are they likely to welcome the employee’s presence?

By identifying who lone workers are likely to engage with, employers can better anticipate potential risks and put appropriate safeguards in place. Some of the most common people-related risks lone workers may face during home visits or field work include:

Verbal and physical abuse

Lone workers may encounter hostility or aggression, particularly if the person they’re visiting feels threatened, frustrated or is unhappy with the outcome of the visit. This is a common risk for housing officers delivering eviction notices, social care workers raising safeguarding concerns or utility workers enforcing service disconnections. Abuse may start verbally but can quickly escalate into physical threats or violence, especially when there is no one else present to intervene.

Unpredictable behaviour

Even with background information or previous visits, people can behave unpredictably, particularly if they’re under emotional distress, feel challenged or are reacting to bad news. A lone worker might find themselves in a home where the atmosphere shifts quickly and unexpectedly, leaving little time to react or exit safely.

Substance misuse

Lone workers may be required to interact with people who are under the influence of alcohol or drugs. This can impair the individual’s judgment, reduce inhibition and increase the likelihood of erratic or aggressive behaviour. This is especially true for roles such as paramedics or housing officers, who often attend callouts or visit in high-stress situations.

Presence of others

The risk isn’t limited to the individual being visited. Friends, family members or other occupants in the property may pose an additional and often unforeseen threat. Unlike appointments in controlled environments, where there is more visibility and preparation, lone workers have little control over who may be present in a private home or public space.

Environmental risks

Where a lone worker carries out their work can be just as important as what they do or who they interact with. The environment plays a major role in determining risk, whether that’s a client’s home, a remote field location, or a hazardous industrial setting.

This makes it crucial to assess where your lone workers will be operating.

• Is the environment unfamiliar or unpredictable?
• Are there hazards such as poor lighting, clutter or obstructed exit routes?
• Is the work being carried out in a rural or isolated area with limited connectivity?
• Are extreme weather conditions likely?

By understanding these environmental factors, employers can better equip lone workers to handle potential risks in a range of environments. Some of the most common environmental risks include:

Working in rural or isolated areas

Tasks that require workers to operate in rural, agricultural or remote locations often come with poor or non-existent mobile coverage. This makes it more difficult to raise an alarm in an emergency or to stay in regular contact with colleagues. If an incident occurs, a delay in response could significantly impact the chance of a positive outcome.

Tasks that require workers to operate in rural, agricultural or remote locations often come with poor or non-existent mobile coverage. Photograph: iStock

Working at height

Carrying out work such as inspecting loft spaces or carrying out roof repairs can introduce fall risks, particularly in domestic settings or rural areas where the safety of the environment can’t be guaranteed. Unlike controlled worksites, these locations may lack proper access equipment, stable surfaces or clear exit routes. If a fall does occur, the isolated nature of the work means it could be some time before help arrives, increasing the severity of potential injuries.

Entering unknown or uncontrolled environments

Tasks that require entering people’s homes or unfamiliar buildings can be unpredictable. The space may be cluttered, poorly maintained or contain trip hazards. There could be pets, poor lighting or a lack of clear exit routes – all of which increase the risk of injury and make it more difficult to exit safely if a situation escalates.

3. Task-based risks

The nature of the task being carried out can also present significant risks to lone workers. Certain activities, particularly those involving machinery or manual labour, can become more dangerous when workers are by themselves. In fact, when carried out alone, even routine activities can become dangerous.

To protect employees from these risks, you should assess what task is being completed.

• Do tasks involve physical exertion or hazardous equipment?
• Could something go wrong that would require immediate assistance?
• Is the worker required to move between locations or operate vehicles?

By understanding the demands and hazards of each task, organisations can identify where additional controls are needed to keep lone workers safe. Some of the most common task-related risks include:

Operating tools, equipment or machinery

Lone workers using machinery or tools face increased risks, especially if something goes wrong and no one is around to help. Misuse, malfunction or failure to follow safety protocols can lead to serious injuries, including cuts, burns or crush injuries. This is especially dangerous if a worker becomes injured or incapacitated while using equipment, as there may not be anyone around to offer assistance or alert emergency services.

Driving and travelling between appointments

Travelling alone, often across wide geographic areas, is a regular part of the job for many lone workers. Road traffic accidents, fatigue, adverse weather conditions and vehicle breakdowns all pose serious risks. Remote or rural travel can further increase the danger, particularly if there is limited mobile signal or access to help.

Photograph: iStock

How employers can address these risks

While the risks associated with lone working are significant, there are clear steps employers can take to mitigate them and keep their employees safe. This requires a holistic approach, including risk assessments, training and the right technology. The five key steps are:

1. Conduct regular and comprehensive risk assessments
   The first step in managing lone worker risks is conducting a thorough risk assessment, using the PET methodology. Employers need to identify all potential hazards their lone workers may face, assessing the people they interact with, the environment they work in and the tasks they undertake. This structured approach ensures that all relevant risks are considered, enabling employers to implement targeted controls to mitigate them.
   
   Once an initial risk assessment is in place, it should be updated at least annually or whenever there is a significant change in the work environment, task or if a serious incident occurs. For organisations with more than five employees, these assessments are legally required to be recorded.
   
   
2. Implement clear procedures and safety protocols
   Once risks are identified, it’s crucial to establish clear procedures and safety protocols that guide lone workers on how to stay safe and what actions to take in the event of an emergency. These should be tailored to the individual tasks and environments workers face and be easily accessible to all employees.
   There should also be procedures in place for employees to report any safety concerns. Whether it’s an uncomfortable interaction with a service user or an environmental hazard, workers should feel safe to, and know how to, report concerns. These reports can then be reviewed and acted upon to prevent future incidents.
   
   
3. Equip workers with the right technology
   Technology is becoming an increasingly popular solution for protecting lone workers, due to the wide range of features and services available. This tech, available via dedicated devices or smartphone apps, enables workers to raise an alarm to professional monitoring teams in an emergency. Some solutions also include GPS location tracking and the ability for alarm monitoring teams to bypass 999 using unique reference numbers (URNs) to communicate directly with local police constabularies, ensuring the fastest possible response when every second counts.
   
   This helps to mitigate risks across all elements of the PET framework, offering comprehensive protection for lone workers in various situations.
   When it comes to managing people risk, lone worker technology can prove invaluable in boosting employee confidence by ensuring professional help is just a button press away. Some solutions also offer the flexibility to discreetly raise an alarm without escalating a situation, while others can be worn overtly to deter aggressive behaviour.
   
   When it comes to environmental risk, technology can be used to overcome the barriers of low-signal areas, which typically prevent employees from accessing vital help. Some providers of lone worker safety services are developing eSIM solutions, which act like a roaming SIM for smartphones by automatically switching between mobile networks to maintain the strongest possible signal, ensuring connectivity even in low-coverage areas.
   
   Some providers can also support automatic fall detection, which triggers an alert if the worker is incapacitated and unable to raise the alarm themselves, ensuring they receive crucial help even when they can’t call for it manually.
   For task-based risks, if an incident occurs, lone worker technology ensures that help is dispatched faster than relying on traditional emergency services. By bypassing the need to dial 999, workers can immediately connect with professional responders at the alarm monitoring team, who will decide on and arrange the appropriate assistance, cutting down on response times and improving outcomes.
   
   
4. Provide training and support
   
   Training is another crucial element in ensuring that lone workers are prepared for the risks they might encounter. This includes training on how to handle aggressive behaviour and de-escalate situations, the proper use of personal protective equipment, and what to do in the event of an emergency. Workers should also be trained on how to use safety technology, ensuring they can respond effectively in high-pressure situations and get the help they need.
   
   Additionally, workers should be trained to conduct dynamic risk assessments, encouraging workers to assess their environment and adjust their approach based on real-time conditions.
   
   This comprehensive training approach will ensure workers feel confident and prepared in any situation.
   
   
5. Regularly review and update safety practices
   
   Safety management should be an ongoing process, not a one-time tick box exercise. This means that employers should regularly update risk assessments, procedures, and safety protocols to keep pace with the evolving needs of lone workers.
   
   They should also stay up to date with technological advancements and continuously learn from incidents and near-misses. This ensures that any emerging risks are addressed promptly and that the safety measures remain effective and relevant.

Conclusion

By taking proactive steps and leveraging the right technology, employers can minimise the risks of lone working. This approach ensures workers can perform their tasks safely and confidently, while organisations protect their most valuable asset – their people.

For more information see:
peoplesafe.co.uk
E: [email protected]
T. 0800 990 3562

Naz Dossa is CEO at Peoplesafe