Customer is asleep procedure

Purpose

This procedure describes the actions to be taken by staff called to premises that when they arrive they discover that the customer is asleep.

Responsibility

All staff

Process

If staff obtain entry and discover the customer is asleep, they should observe the customer to be satisfied that they are in normal sleep i.e:

• The customer is in/on his her bed
• The customer is in a chair
• The customer appears to be in a normal comfortable position for someone sleeping
• The customer’s breathing is normal and regular
• That any movement or talking is a result of a dream
• There are no grounds from the information provided about the source of the alarm and any conversation with the contact centre to believe that the customer is other than in normal sleep.

1. If they are satisfied that the customer is in normal sleep, they should leave quietly and secure the property.
2. If the Response Officer has good grounds for believing that the customer is not in normal sleep, they should wake the customer to carry out a first aid assessment or summon emergency medical care. Please see - Calling the emergency services procedure NOTE: It can be extremely frightening and disorientating for someone to be woken from sleep and this should be avoided unless there are medical grounds to do so.