Working in partnership

Expected behaviour standards

We want you to feel safe and happy when you talk to us. It’s okay to be firm or upset, we know people can have hard times.

We care a lot about our staff’s health and safety. This helps us do a good job for everyone. If someone is being unkind, makes too many demands, or is rude or aggressive, we’ll use this policy to deal with it in a fair way.

Treating Everyone with Respect – We have clear rules about what kind of behaviour is not okay, like being rude or hurtful.

Understanding People’s Needs – If you or someone in your household has a disability or special need, we’ll make sure you get the support you need. This might mean using a different way to talk, sending letters in large print or a different language, or being extra patient.

Clear Messages – Before we make any big decisions, we’ll always try to contact you first in a way that works best for you, especially if you need extra support.

Staff Training – Our team is trained to follow these rules in a fair and kind way every time.

You can also read a full version of our Unacceptable Behaviour policy

What We Mean by Unacceptable Behaviour

Most of the time, people treat us kindly and fairly. But sometimes, someone’s behaviour can make it hard for us to help. Here are the kinds of things we think are not okay:

Unfair or Unreasonable Demands

Asking for lots of detailed information that’s hard to get quickly
Only wanting to speak to one staff member, even when that’s not possible

Too Many Messages or Complaints

Calling, emailing, or messaging us a lot, even after we’ve replied
Sending really long letters or being on the phone for too long
Refusing to accept a decision, even if it follows our rules

Rude or Hurtful Behaviour

Saying mean or nasty things to staff
Sending rude or threatening texts, emails, letters, or social media posts
Acting in a scary or violent way, including shouting or swearing
Making false complaints just to get someone in trouble

How We Handle This Kind of Behaviour

Most people don’t act this way, but if they do, we take it seriously. Here’s some of the things that we’ll do:

Check if something might have caused the behaviour (except when it involves threats or violence)
See if other people or services are already helping
Think about whether any limits we’ve put in place are fair
Consider things like different languages, medical needs, or disabilities that might affect how they communicate
Always check that we are being fair and treating everyone the same way

What We Might Do If Someone’s Behaviour Is Unacceptable

If someone keeps acting in a way that’s not okay, we may need to make some changes to how we stay in touch. We will always try to be fair and make sure we understand your situation. Some of the things we might do include:

Offer mediation (a calm meeting with someone neutral to help both sides talk things through)
Give you one named person to speak to (this is called a Single Point of Contact or SPOC)
Choose one way for you to contact us, such as email, phone, letters or face-to-face
Agree to speak only on certain days or at certain times
Take legal steps or actions related to your tenancy
Report any threats or violence to the police
In serious cases, stop all contact except in an emergency, you’ll still be given a number to use if something urgent happens

How Long These Rules Last

If we must put any of these rules in place, we’ll set a time to check things again, this might be after 30, 60, or 90 days, depending on what happened.

If your behaviour has improved when we review things, we may remove the restrictions. If it hasn’t, we’ll explain why we need to keep them for longer.

You have the right to ask us to look at the decision again. A manager will review it fairly and tell you what happens next. We’ll explain how to ask for a review in the letter we send you.

You can also read a full version of our Unacceptable Behaviour policy. If you need it in a different language or format (like large print), just let us know—we’re happy to help.