Summary and Policy Aim
Housing 21 aims to build good positive relationships with our residents and their representatives by encouraging constructive feedback and being committed to handling expressions of dissatisfaction fairly and consistently.
We recognise that some individuals may have difficulty expressing themselves or communicating clearly, especially when anxious or upset and will take steps to make reasonable adjustments in those circumstances. Likewise, our employees and Housing 21 contractors have the right to carry out their duties without being subjected to offensive, abusive, or intimidating behaviour, regardless of the circumstances and will not tolerate unacceptable behaviour.
The aim of this policy is to minimise the impact of unacceptable behaviour whilst continuing to enable residents to access our services. It defines what is unreasonable and unacceptable behaviour and outlines how we will manage this consistently to maintain a safe, respectful, and inclusive environment. The policy applies to all individuals, including residents, advocates, family members, visitors, employees, and contractors.
Definition: What is unreasonable or unacceptable behaviour?
Behaviour is considered to be unacceptable when it places unreasonable and unfair demands on Housing 21 that may result in:
- An impact to the standard and quality of service being offered to other residents as a result, and/or,
- Employees being, abused, threatened, or intimidated.
- Whereby the unacceptable behaviour is directed from a resident towards another resident it will be dealt with in line with the Anti-Social Behaviour (ASB) Policy.
- Whereby the unacceptable behaviour is directed between an employee and another employee, it will be dealt with in line with the Code of Conduct or Disciplinary Policy.
