Below is our Unreasonable Behaviour Policy. This is supported by our professional and trade bodies, ARMA and IRPM and has been developed for the property management sector. It is important to SPL Property Management to protect our staff and to ensure that there is a respectful working relationship on both sides. We will enforce this policy as is required.
Unreasonable Behaviour Policy
It is the purpose of our roles to deliver an exceptional customer service to all our customers, whether that be residents, leaseholders, or clients. We understand that managing people’s homes requires dealing with customers that have an emotional investment and this can sometimes cause distress and make dealing with customers difficult. We are prepared and have tools to enable us to ease such conversations and provide effective resolutions to these problems.
Occasionally however, there may be instances when we deal with an individual whose behaviour is considered unreasonable. We have a duty to ensure that our staff are properly protected, in accordance with our health and safety obligations and our general responsibility to safeguard their welfare. We do not expect our staff to tolerate unreasonable behaviour.
What is unreasonable behaviour?
Unreasonable behaviour is any behaviour that is deemed unacceptable, the various forms of which are detailed below. We do not view behaviour as unreasonable just because a person is forceful or determined. However, we do consider behaviour that results in unreasonable demands of our staff, or unreasonably distresses our staff, to be unacceptable.
Wherever possible, we will give the person the opportunity to change their behaviour or action before a decision is taken. In the event that action needs to be taken to deal with unreasonable behaviour, we will make a detailed note of events, including the unreasonable behaviour and any action taken to mitigate it. This will be recorded in a central register and will be done as soon as possible after the event. We may choose to record phone calls to company phones. When this is the case, we will give clear notice and subsequent reminders.
Forms of unreasonable behaviour
We deem the following behaviour to be unacceptable when liaising with our staff:
These are examples and not a definitive list of unacceptable behaviours. There are other behaviours not included in the above which may constitute unacceptable behaviour.
Dealing with unreasonable behaviour
We may choose to deal with unreasonable behaviour by any of the following means:
Through the above measures, we have taken steps to recognise and safeguard our staff from unreasonable behaviour.
Company Name ………SPL Property Management LLP…………
Signed/Printed Name ………Scott Littlefield…………………………………
Position Held within Company ………Director……………………………………………
Date ………April 2021…………………………………………