We will seek to address unacceptable behaviour issues at the earliest opportunity. Addressing these issues promptly is essential and training employees ensures they are equipped to handle these situations effectively. The steps that our employees might take depending on the nature and extent of the behaviour may include:
- Identifying Potential Barriers that may be contributing to someone's actions
- Assess whether there are underlying barriers causing the behaviour, such as language difficulties, cultural differences, or personal issues.
- Consider potential disabilities or health conditions that may require accommodations
- Considering reasonable adjustments following our Reasonable Adjustments and Alternative Formats Policy or consider measures that could be implemented that would ease tensions with the individual such as:
- We may identify that it may be appropriate to make a support referral or take a multi-agency approach
- We may seek available mediation options as a means of seeking a resolution.
- Warning the individual about their behaviour that we consider unacceptable by:
- Setting out the behaviour in writing that they have displayed and the reason it was unreasonable and asking them to modify their behaviour
- Allowing them to adjust their behaviour through an informal agreement.
- Introducing restrictions to manage the individual’s communication with us. These must not be set indefinitely, and a review period should be agreed upon.
*There will be no contact restrictions on reporting emergencies where there is a clear and present risk of harm to persons and/or of serious damage to property*
Details should be clearly confirmed in writing and must take an individual’s needs into account for example:
- Providing a single point of contact at Housing 21 for them to approach
- Asking if they would like to nominate a family member, friend, or support worker to advocate for them
- Limiting contact to a single form – in writing, by e-mail or by telephone
- Limiting contact to certain times or to a limited number of times per week or per month
- Preventing or limiting from attending community events where there has been abusive behaviour or threats have been made
- Taking Enforcement Action, in extreme cases, where verbal abuse, threats, or violence is involved this will be managed under the Anti-Social Behaviour Policy and may include:
- Reporting criminal matters to the police
- Taking enforcement action under the terms and conditions of their agreement.
Where appropriate, a head of service or managing director has the discretion to deviate from this policy, provided that the process still remains, open, transparent and fair.
Review of any Restrictions:
Any action taken will be time-limited, subject to review and communicated in writing to the individual. At the time that restrictions are imposed, a review period will be set for 30, 60 or 90 days depending on the severity of the behaviour. If the individual’s behaviour has improved at the point of review, consideration will be given to lifting the measures. If it has not improved, we will provide an explanation as to why the restriction will remain in place for a further period pending the next agreed review date.
