We know we get things wrong sometimes; we know that residents may feel upset, frustrated, and even angry with us. But IT’S NOT OK for those feelings to turn into abusive and threatening behaviour towards our teams.

We also know that it’s a very small minority who behave like this, but that minority can have a big impact on the health and wellbeing of our colleagues. Sadly, over the past 12 months, we've seen a worrying increase in the amount of reports of this kind of abuse towards our staff.

We work hard to provide services to residents and our people should not have to fear knocking on the door or picking up the phone for fear of attack.

Its Not OK Logo 02

We're taking a stand

For years, it's become an accepted part of working in social housing to receive abuse, threats, and in some rarer instances stalking and physical attacks from residents. This also includes online abuse and harassment.

IT'S NOT OK

We're proud of our people first approach to our services, but that also extends to our colleagues, and we will fight to protect them from behaviours like this.

When reports are received from colleagues, they will be investigated to ensure there is no bias towards our staff, but if proven we will take swift action against perpetrators including initial warnings. If abuse is extended, escalates, or is extreme, we will involve the Police and take legal action to support our colleagues.

You'll start to see posters on your communal notice boards, and other information with this logo on it being issued over the coming weeks explaining why and how we're trying to tackle this.

Our People Promise

Whether you’re a resident, a colleague, or one of our stakeholders, we’re all people and we’re in this together to make your homes and communities the best that they can be.

This promise sets out the attitudes, behaviours, and responsibilities we all need to follow to make that possible. We all agree that:

  • We will treat each other with dignity, respect, as individuals, and as you’d expect to be treated.

  • We will listen to each other to understand the situation so the right action can be taken.

  • We will provide feedback in a consistent and measured manner within agreed timeframes.

  • We will have adult-to-adult conversations with each other.

  • We will communicate in a way that is timely, honest, easy to understand, and that treats people as individuals.

  • We understand that sometimes the answer is no and, once this has been explained, we hope that you can accept the decision even if you may not like it.

  • We understand the service standards and levels we operate within.

  • Discrimination, on any grounds, is not okay. Ever.

  • We will not tolerate bullying, threats, or acts of verbal or physical abuse.

  • We will actively challenge and take action where we see examples of poor behaviour from others.

 

Professional boundaries

We know that for us to deliver the best possible services we can to our residents our staff will sometimes form friendly, yet professional, relationships. However, it’s important that both residents and colleagues don’t confuse this for a personal relationship.