---
source: policy_docs
audience: tenant
title: Incidents and Escalation
---

# What to report

Report anything that injured somebody, could have injured somebody, or would
embarrass the venue if it appeared in a review. The third category is the one
people skip, and it is where most patterns start.

A near miss is reportable. A glass broken behind the bar with nobody hurt is a
near miss if it happened because the floor was wet, and is not if it was simply
dropped.

# How to report

Tell the supervisor on duty at the time. They record it before the end of the
shift — a report written the next day loses the detail that made it useful, and
the people who saw it have gone home.

An incident involving injury, the police, or a safeguarding concern also goes to
the venue manager the same day, whatever the hour.

# Escalation

| Situation | Who decides | By when |
|---|---|---|
| Guest refused service, escalating | Supervisor on duty | Immediately |
| Physical altercation | Venue manager, and police if ongoing | Immediately |
| Injury needing more than first aid | Venue manager | Same day |
| Safeguarding concern about a young person | Venue manager, then designated lead | Same day |
| Allegation against a member of staff | Venue manager, do not investigate on the floor | Same day |

# Safeguarding

Anyone under 18 working an event is not left alone with guests and does not
serve alcohol. Where an event is for under-18s, at least one supervisor holds a
current safeguarding certificate.

A concern about a young person — staff or guest — is passed on the same day.
Passing it on is the whole obligation; deciding whether it is serious enough is
not the reporter's job and never has been.

# After an incident

The worker involved is offered a conversation the following working day. This is
not an investigation and is not recorded against them. A worker who has had a
bad night and hears nothing usually concludes the venue did not notice.