Unacceptable Contact Policy

Unacceptable Customer Contact Policy

Purpose

This policy sets out our approach to managing contact from tenants or any individual that is considered unacceptable due to abusive, offensive, or inappropriate language or behaviour directed at our administrative or maintenance staff.

We are committed to providing a safe and respectful working environment for our team and to ensuring that all communication is conducted in a professional and courteous manner.

Scope 

This policy applies to all interactions with the Maintenance Department, including phone calls, emails, text messages, and in-person communication, particularly with administrative staff responsible for handling tenant queries, repair requests, and maintenance coordination.

Definition of Unacceptable Contact  

Unacceptable contact includes, but is not limited to:

Abusive language – shouting, swearing, personal insults, derogatory comments, or threatening statements.

Offensive language – discriminatory remarks based on race, gender, religion, disability, or other protected characteristics.

Aggressive or threatening behaviour – attempts to intimidate staff or persistently refusing to allow staff to speak or explain.

Persistent or vexatious contact – repeatedly contacting staff after being asked to stop, or raising the same issue excessively without new information.

Staff Safeguarding Measures  

To protect the wellbeing of our staff, we will take the following steps in response to unacceptable contact:

Verbal Warning – If abusive or offensive language is used, the staff member will inform the caller that such behaviour is unacceptable and request they moderate their language.

Call Termination – If the abuse continues after a warning, the call will be ended. The staff member will clearly state:

“I am ending this call now because your language is abusive. We are happy to help you when we can have a respectful conversation.”

Written Warning – A letter or email will be sent to the tenant summarising the incident and reminding them of our zero-tolerance approach to abuse. Continued behaviour of this nature may result in restricted contact methods.

Restricted Contact – Where necessary, future contact may be limited to written correspondence only (e.g., email or letter), or assigned to a senior manager to manage.

Reporting Serious Incidents – In cases of severe or repeated abuse, threats, or harassment, we reserve the right to:

Notify the relevant housing officer or landlord. 

Refer the matter to legal counsel or law enforcement as appropriate.

Support for Staff 

All incidents of abuse must be reported to a line manager immediately. We will ensure all staff involved receive appropriate support and, where necessary, access to counselling or employee assistance services.

Our Commitment to Tenants 

We are committed to treating all tenants fairly and with respect. We will always aim to resolve repair and maintenance issues promptly and professionally. However, mutual respect is required for effective communication and service delivery.

Review 

This policy will be reviewed annually or after any serious incident to ensure it remains effective and appropriate.