Everyone has a right to be heard, understood and respected.
We work hard to provide a high-quality and personalised service that is prompt, courteous and caring. In return, we ask that you treat our team with the same respect that you expect to receive.
We understand that distressing or frustrating circumstances can cause someone to act out of character, but that behaviour can become unacceptable if it continues or impacts our ability to provide our services to other tenants.
Please remember that the way you communicate can have an impact on the well-being of our staff.
Unacceptable behaviours include (but are not limited to):
- Using bad language or swearing at our staff;
- Any physical violence towards any member of staff, such as pushing or shoving;
- Verbal abuse towards our staff in any form;
- Racial abuse and sexual harassment;
- Abusing staff on our social media channels;
- Unreasonable demands or persistence.
We maintain a zero-tolerance policy for any abuse directed at our staff and have empowered them to act when tenant behaviour is unacceptable. This applies across all contact methods, including telephone, face-to-face interactions, letters, emails, and other digital channels.
Aggressive, violent or abusive behaviour may result in your services being restricted.
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