1. Introduction
At Foster Kemp we are committed to delivering exceptional customer service while ensuring our staff work in a safe, respectful, and supportive environment. We expect all individuals we interact with, whether leaseholders, tenants, contractors, residents, or other stakeholders, to treat our team with courtesy and fairness.
In return, our staff are expected to demonstrate the same values in every interaction. This policy outlines the standards of acceptable behaviour and the actions we may take when those standards are breached.
2. Purpose of the Policy
The purpose of this policy is to:
- Protect the wellbeing, safety, and morale of our staff.
- Clarify what constitutes unacceptable behaviour.
- Ensure stakeholders understand the consequences of engaging in such behaviour.
- Promote constructive communication and mutual respect in all dealings with our organisation.
This policy is intended to address serious and persistent cases of unacceptable behaviour. It is not designed to discourage individuals from raising concerns, making complaints, or expressing dissatisfaction in a respectful and appropriate manner.
3. Scope
This policy applies to:
- All individuals who contact or engage with our company, including customers, residents, contractors, directors of resident management companies, and other representatives.
- All staff and, where appropriate, contractors working on behalf of our clients.
- All methods of communication, including in person, by phone, email, letter, social media, and virtual or physical meetings.
4. Recognising Unreasonable or Unacceptable Behaviour
We understand that individuals may experience frustration or emotional stress. While we are prepared to handle difficult conversations, there are limits to what is acceptable. Behaviour becomes unacceptable when it:
- Causes distress or harm to our staff.
- Makes excessive or unreasonable demands.
- Involves abuse, threats, intimidation, or discriminatory language.
We do not classify behaviour as unreasonable simply because someone is assertive or persistent. However, when the nature or frequency of the behaviour crosses reasonable boundaries, it will be addressed.
5. Examples of Unacceptable Behaviour
The following are examples of behaviours we consider unacceptable. This list is not exhaustive:
- Unreasonable Persistence: Repeatedly raising the same issues after they have been addressed; excessive emails, phone calls, or letters over a short period (e.g., 3, 6, or 12 months).
- Rudeness: Use of profanity, name-calling, or personal insults.
- Aggressive Behaviour: Yelling, shouting, or physical intimidation.
- Threats or Actual Violence: Threats or acts of harm towards staff or property.
- Discriminatory Remarks: Comments based on race, gender, religion, disability, age, or sexual orientation.
- Disruption at Meetings: Talking over others, shouting, or otherwise attempting to disrupt proceedings (in person or virtually).
- Group Harassment or Intimidation: Coordinated pressure, coercion, or manipulation aimed at overturning decisions.
- Spreading False Information: Disseminating misleading or defamatory statements about our staff, contractors, or board members.
6. How We Will Respond
If we believe someone’s behaviour breaches this policy, we will always consider the context and individual circumstances before acting. Where possible, we will provide individuals with the opportunity to adjust their behaviour.
Depending on the severity and nature of the conduct, we may take one or more of the following steps:
- Verbal Warning: Requesting that the behaviour stop, with a warning of consequences if it continues.
- Call Termination: If abusive behaviour occurs during a phone call, we will give a warning. If it persists, the call will be terminated and logged.
- Limiting Contact: Restricting contact to specific times, formats (e.g. written only), or through a designated staff member.
- Formal Notification: Informing the individual in writing of the unacceptable behaviour and the restrictions being put in place.
- Ending Engagement: In extreme cases, we may refuse further contact or engagement. This action will be taken only with senior approval.
- Reporting to Authorities: If threats or harassment are made, we may contact the police or relevant authorities.
All incidents will be documented and recorded centrally, in line with our data protection obligations. Recorded calls (where applicable) will be clearly signposted in advance.
7. Record-Keeping and Confidentiality
All incidents and actions taken under this policy will be documented in a secure central register. Access will be limited to senior staff and management. Records will be retained only as long as necessary and in compliance with data protection legislation.
8. Review and Feedback
This policy will be reviewed regularly to ensure it remains fit for purpose. We welcome feedback from staff and stakeholders on how it can be improved.
Foster Kemp is committed to fostering respectful, professional relationships with everyone we work with. We believe this policy helps us achieve that goal, while also protecting the wellbeing of our team.
