We’re here to support customers and want to make sure everyone is treated with respect.

We commit to:

• Being welcoming and respectful
• Having open and honest conversations that take place in a respectful way
• Showing kindness
  ….and we appreciate the same behaviour from our customers in return

We want colleagues and customers to:

• Feel safe
• Consider language use and seek kindness in conversations
• Respect people for who they are and encourage others to respect each other too

We know sometimes things don’t always go smoothly, and that customers may feel frustrated with a process or person. We’ll do our best to listen and resolve the issue.

We won’t accept:

• Aggressive, violent or abusive behaviour
• Unreasonable demands/levels of contact
• Harassment
• Failure to co-operate

If you act in this way, we will:

• Let you know that the behaviour is not acceptable
• Try and de-escalate the conversation so that we can still help
• Offer an alternative way to communicate

We may also:

• Rearrange the conversation for a different time or place
• Provide a single point of contact
• Limit communication
• Take tenancy enforcement action
• Add a risk alert
• Notify emergency services

More information and examples can be found in our Challenging Behaviour Policy and communicating together information leaflet: