Types of Unreasonable and Unacceptable Behaviour include:
Aggression, Abuse and Harassment: Aggression is not limited to acts causing physical harm. It also includes any behaviour that may cause employees and contractors to feel threatened, abused, or afraid. Examples of abusive or aggressive behaviour include (but are not limited to):
- Physical violence or harassment
- Intimidation or threatening behaviour towards employees by any means
- Deliberate physical damage
- Derogatory or discriminatory remarks about employees or the organisation
- Personal abuse
- Making inflammatory or unsubstantiated allegations
- Contacting employees using their personal details or social media presence
- Publishing personal, sensitive, or private information about employees
- Rudeness.
Unreasonable Demands: Unreasonable demands regarding the nature and scale of the service, and who they expect to respond to such demands are deemed unreasonable behaviour. Behaviour or demands disproportionate to the matter, which appears to be without sufficient ground or are made specifically to cause annoyance, misdirect, or waste Housing 21 resources, disadvantages other residents, will also be considered unreasonable. Examples of this behaviour include (but are not limited to):
- Demanding unreasonable timescales that are outside of our published standards
- Submitting high volumes of communication
- Both an excessive volume of information being requested from and sent to the organisation
- Insisting on only communicating with particular employees where this cannot be sustained.
- Emailing large numbers of recipients throughout the organisation
- Refusal to engage or provide further information or evidence to assist our investigation
- Refusal to allow a resolution to be carried out, e.g., not allowing access for a repair.
- Repeatedly changing the substance of a complaint or raising unrelated concerns.
Unreasonable Persistence: If despite reasonable attempts to resolve the matter, including any complaints dealt with by the Housing Ombudsman, the individual continues to make contact, and is unwilling to accept that Housing 21 cannot provide them with a level of service and/or information other than that which has already been provided; this persistent behaviour may be deemed as unreasonable. For the avoidance of doubt, even though how an individual approaches us may be reasonable, this persistent behaviour is not acceptable. Examples of persistent behaviour include (but are not limited to):
- Refusing to accept a decision made by Housing 21
- Refusing to accept explanations relating to what Housing 21 can and cannot do
- Pursuing a case without presenting any new significant information.
- Refusing to accept a decision where explanations for the decision have been provided.
