Purpose
This policy explains how we respond to contact that is abusive, offensive, threatening or unreasonably persistent. We want a safe, respectful workplace for our staff and a professional, courteous service for tenants.
Scope
It applies to all contact with our staff and contractors, including phone calls, emails, text messages, social media and in-person contact.
What we mean by unacceptable contact
- Abusive language: shouting, swearing, personal insults, derogatory comments or threats.
- Offensive language: discriminatory remarks based on race, sex, religion, disability or another protected characteristic.
- Aggressive or threatening behaviour: trying to intimidate staff, or persistently preventing staff from speaking or explaining.
- Unreasonably persistent contact: repeatedly contacting staff about the same issue after it has been answered and with no new information, or contacting multiple staff at once about the same matter.
What this policy does not cover
We will always accept and act on reports of an emergency, a risk to safety, a repair, a complaint or a concern about vulnerability, however the report is made. Frustration about a genuine problem is not unacceptable contact.
Adjustments
Before we apply any step below, we will consider whether the behaviour is linked to a disability, a health condition, distress or a vulnerability, and make reasonable adjustments where we can.
What we will do
- Verbal warning: we will say the language is unacceptable and ask you to moderate it.
- Ending the call: if it continues, we will end the call, explaining why, and say we are happy to speak again when we can have a respectful conversation.
- Written warning: we will write to summarise the incident and explain that continued behaviour may lead to restricted contact.
- Restricted contact: where necessary, we may limit contact to a named person or to a set method. We will not stop you reporting emergencies or repairs.
- Serious incidents: for severe or repeated abuse, threats or harassment, we may notify the landlord and refer the matter to the police or take legal advice.
Review
A manager will tell you in writing why any restriction applies and how long it lasts, and will review it at least every 6 months. You can ask for a review at any time by writing to complaints@rentukproperty.com.
Support for staff
All incidents must be reported to a line manager straight away. Staff affected will be offered support, including access to counselling or employee assistance where available.
Our commitment to tenants
We will treat all tenants fairly and with respect, and aim to resolve repairs and maintenance issues promptly and professionally.
This policy is reviewed every year, or after any serious incident.
