We welcome feedback, complaints and questions from residents. This policy explains how we manage situations where communication or behaviour becomes unreasonable, while ensuring residents continue to have fair access to our services.
Our aim is always to resolve concerns through respectful communication. We will only ever introduce communication restrictions as a last resort, and where it is necessary, proportionate and supported by evidence.
We understand that residents may sometimes feel frustrated or upset, particularly when dealing with issues affecting their home. We welcome the opportunity to listen to concerns, resolve problems and learn from feedback.
Everyone has the right to ask questions, request information, make complaints and challenge decisions without being treated unfairly.
We also want our colleagues and residents to feel respected and supported in their interactions with one another. Our colleagues have the right to work in an environment that is safe, respectful and free from unreasonable behaviour, including abuse, harassment or threats, that could cause distress or harm.
When applying this policy, Habodel will always:
Raising a complaint, disagreeing with our decisions, making repeated enquiries where updates have not been provided, or expressing frustration will not, on its own, be considered unreasonable behaviour.
This policy explains:
This policy applies to all communications with Habodel, including telephone calls, emails, letters, website enquiries, social media interactions and face-to-face meetings.
In most cases, residents communicate respectfully with us, even when they are unhappy with the service they have received.
Occasionally, communication or behaviour may be considered unreasonable when it places an excessive demand on our services or significantly affects the wellbeing, safety or ability of colleagues to carry out their roles.
This may include:
Examples include:
We understand that residents may become upset or emotional. Expressions of frustration alone will not automatically be treated as unreasonable behaviour.
Examples include:
Behaviour may be considered malicious where evidence demonstrates that a person has knowingly:
A communication will never be considered malicious without objective evidence.
A communication may be considered frivolous where there is no genuine issue for Habodel to consider, where it relates to matters outside our responsibilities, or where the same issue continues to be submitted after it has been fully investigated and no new evidence has been provided.
We recognise that some concerns may be genuine even if they are not clearly expressed. We will always seek to understand the underlying issue before making any decision.
We will never consider behaviour unreasonable simply because a resident:
Each concern will always be assessed individually.
Habodel is committed to meeting its responsibilities under the Equality Act 2010.
Before deciding that behaviour is unreasonable, we will actively consider whether it may be connected to:
We will consider any information we already have, as well as anything new you tell us about your circumstances.
Where appropriate, we will discuss reasonable adjustments with the resident before introducing any communication restrictions.
Examples may include:
Where behaviour is linked to a disability or vulnerability, we will carefully consider the individual’s circumstances before taking any action. We will only take action where it is fair, reasonable and proportionate, such as to protect the wellbeing of colleagues or to ensure we can continue to deliver services effectively
A record of our assessment will be kept to support any decision to introduce communication restrictions.
Residents can contact us in the way that works best for them:
We aim to make our services accessible to everyone.
Where communication difficulties arise due to unreasonable behaviour, we will explain the reasons for this and discuss alternative ways for you to stay in contact with us.
We believe every concern should be considered fairly and in the context of its individual circumstances.
When reviewing behaviour, we will always separate the issue being raised from the behaviour displayed.
Before deciding whether this policy should apply, we will consider:
We recognise that residents may feel strongly about issues affecting their home. Decisions will not be based solely on a person’s tone, personality, persistence or the fact they have complained, and will always be supported by documented evidence.
We aim to apply this policy fairly, transparently and as a last resort. The sections below explain how decisions are made, how restrictions are reviewed, and the support and safeguards available to residents.
We hope communication restrictions will rarely be needed. However, if concerns about communication or behaviour continue despite attempts to resolve them, we may introduce temporary and proportionate communication restrictions.
Any restriction will:
The purpose of any restriction is to help communication remain constructive and manageable, while supporting the wellbeing of residents and colleagues. They are not intended to restrict access to our services or legal rights.
Examples of communication restrictions may include:
We will only consider temporarily limiting non-emergency contact in exceptional circumstances, and where there is clear evidence that other approaches have not been effective.
Communication restrictions are always temporary, will be reviewed regularly and will not continue automatically; before deciding whether a restriction should remain in place, we will carry out a further assessment and consider:
Where the evidence no longer supports the restriction, it will be removed immediately.
If communication restrictions are introduced, we will write to you explaining:
Why the decision has been made.
We believe it is important that residents fully understand any decision we make.
Communication restrictions will never stop residents from reporting urgent matters.
You will always be able to contact us regarding:
Where communication restrictions are in place, we will explain the most appropriate contact method for reporting emergency issues.
Emergency reports will always be treated in accordance with our Emergency Repairs Policy.
If you believe communication restrictions have been applied unfairly, you can ask us to review our decision.
A review should normally be requested within 20 working days of receiving our decision.
Your request should explain:
The review will be completed by a senior manager who was not directly involved in making the original decision, wherever possible.
Following the review, we will write to you explaining:
If you remain dissatisfied, you may be able to refer your complaint to the appropriate independent body in accordance with our Complaints Policy.
Communication restrictions are separate from any legal action relating to a tenancy.
In the most serious cases, where behaviour may amount to a breach of tenancy conditions, antisocial behaviour or another legal ground for enforcement, Habodel may consider legal action.
Any decision to seek possession of a property, apply for an injunction or pursue other legal remedies will:
Residents will be informed if legal action is being considered or commenced, unless there is a lawful reason why this cannot be done.
When administering this policy, Habodel will collect and record information that is necessary to manage communications and make fair decisions.
We will:
Further information is available in our Privacy Notice.
We regularly monitor the use of this policy to ensure it is being applied fairly and consistently.
This includes reviewing:
The number of communication restrictions introduced.
This helps us ensure that residents are treated fairly and that communication restrictions remain a last resort.
Habodel is committed to promoting equality, diversity and inclusion.
When applying this policy, we will always seek to ensure that decisions:
This policy will be reviewed at least every 12 months, or sooner if legislation, regulation or best practice changes.
Every situation is different, so we will always consider individual circumstances before deciding how to respond. The examples below show how this policy may be applied in practice.
If you contact us several times before your agreed response date, we will remind you when you can expect your next update while continuing to progress your enquiry.
If we receive a large number of emails or calls about the same issue without any new information, we may agree a communication plan with you or nominate a single point of contact.
We may ask that conversations remain respectful. If abusive behaviour continues, we may end the telephone call or conversation.
Threatening behaviour is taken seriously. We may immediately end the conversation, investigate the incident and consider communication restrictions or legal action where appropriate.
If your request falls outside Habodel’s legal or contractual responsibilities, we will explain what we can and cannot help with and, where possible, signpost you to the right organisation.
If an issue has already been fully investigated and no new evidence has been provided, we will explain our previous decision and advise how concerns may be escalated externally where appropriate.
If your behaviour may be linked to a disability, health condition or other vulnerability, we will consider any reasonable adjustments before deciding whether communication restrictions are appropriate.
No matter the circumstances, we will always consider genuine concerns about your tenancy, your home or your safety.
Our aim is to maintain respectful, constructive communication and work with you to resolve concerns wherever possible.