Maintained tool | Version 1.0

Risk Assessment

Use this five-point plan with workers and managers to identify gaps, agree priorities and assign actions before working through the review sections below. It supports, but does not replace, a suitable and sufficient risk assessment. Completing it does not guarantee legal compliance.

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Instructions

Start with the five-point plan

HSE describes risk management as a step-by-step process. Use the five points below to structure this review, then complete each section with evidence from the work, the people doing it and the controls currently in place.

Identify hazards
Assess the risks
Control the risks
Record your findings
Review the controls

1. Identify hazardsWorkers and representatives have been asked about abuse, threats, near misses and unreported concerns.Roles, tasks, decisions, locations and contact channels with foreseeable risk are identified.Incident, complaint, absence and service data are reviewed for patterns and repeat concerns.People who may face different or additional risk are considered without making assumptions about them.Evidence, gaps or actions

2. Assess the risksThe review identifies who might be harmed and how, including workers, contractors, visitors and members of the public.The likelihood and potential severity of harm are considered using evidence from the work, not assumptions.Existing controls are checked against the actual exposure, including locations, contact channels and lone-working arrangements.Further action, owners and timescales are identified where current controls are not enough.Evidence, gaps or actions

3. Control the risksThe organisation has considered whether contact, waiting, queues, payments, enforcement or refusal decisions can be removed, reduced or redesigned.Staffing, visibility, access, escape routes, barriers, communication and access to help reflect the assessed risk.Information about known risk is shared lawfully and only with people who need it for safety.Procedures state what staff may do, when to seek help and when to pause, end or leave an interaction.Training reflects real work, known scenarios, local procedures and the limits of the worker's role.Managers know how to respond without blaming the worker or treating abuse as part of the job.Emergency, police, safeguarding, clinical and specialist escalation routes are clear.Evidence, gaps or actions

4. Record your findingsSignificant findings are recorded, including the hazard, who may be harmed, how harm could occur and what controls are in place.Workers can report incidents and near misses quickly in an accessible format.The initial record captures what happened, when, where, who was involved and what action was taken.The organisation distinguishes internal incident recording from statutory Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) reporting.Gaps and actions are recorded with a named owner, due date and completion evidence.Evidence, gaps or actions

5. Review the controlsControls are reviewed to check whether they are working in practice.The review is repeated after incidents, near misses, worker concerns, changes in work or updated guidance.Immediate physical and psychological welfare is checked for people directly involved and witnesses.Support after an incident is reviewed without forcing an immediate detailed debrief.Relevant records and digital material can be preserved without continuing unsafe contact.The risk assessment, procedures, information and training are updated when findings require it.Evidence, gaps or actions

Use and limitations

Adapt the review to the work, people, environment and known incident pattern.
Use current HSE guidance and competent advice for material or unusual risks.
Check current RIDDOR guidance for potentially reportable injuries.
Use specialist legal, equality, data-protection, safeguarding or clinical advice where required.

Governing guidance: Workplace Violence and Aggression. Evidence basis: HSE steps needed to manage risk, HSE violence and aggression at work guidance, HSE worker consultation guidance, HSE reporting and learning guidance, Health and Safety at Work etc. Act 1974, section 2 and Management of Health and Safety at Work Regulations 1999, regulation 3.

Lone working

Lone Worker Safety Centre

Guidance for organisations whose staff work alone, visit, travel or need check-in and escalation.

Violence and aggression

Workplace violence and aggression

Practical controls for violence, aggression, conflict, reporting and review.

Calls

Managing challenging phone calls

Abusive calls, repeated contact, boundary setting, records and escalation.

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Gap or action	Owner	Due date	Completion evidence