We are proud of the open and honest relationship we have with our customers and work very hard to be proactive and responsive to customers’ queries and/or complaints.
However, there are times, where customers behave or act in ways that make it very difficult for us to provide an effective service.
We will not accept violent, aggressive, or intimidating behaviour towards our staff, board members, contractors and representatives, from individuals and groups using our service. When this happens, we will take action to protect the health and wellbeing of our staff who have a right to do their job without fear of being abused or harassed.
Here's what you need to know
What Is unacceptable behaviour?
Actions that cause harm, distress or risk to staff, contractors or other residents.
Examples of unacceptable behaviour
- Violence or threats of violence.
- Harassment, intimidation or discriminatory language.
- Persistent shouting, swearing or aggressive behaviour.
- Damage to property or equipment.
Our responsibilities
- Treat all residents fairly and respectfully.
- Take action to protect staff and contractors from harm.
- Record and investigate incidents promptly.
How we respond
- Warnings for minor breaches.
- Restricting contact methods (like written only) if non-urgent behaviour continues.
- In serious cases, involve police or take legal action.
- Breaches of tenancy linked to behaviour can lead to eviction.
Your responsibilities
- Communicate respectfully with staff and neighbours.
- Raise concerns calmly and appropriately.
- Avoid behaviour that causes fear or distress.