Managed behaviour

We are committed to providing respectful, fair, and high-quality services to all our residents. We also expect to be treated with the same respect.

We understand that residents may feel frustrated or upset at times. But when behaviour becomes abusive or places unreasonable pressure on our staff or services, we may take steps to manage it through our managed behaviour policy. This helps protect our staff’s wellbeing and ensures we can still provide support to all residents.

Some examples include:

• Aggressive or abusive behaviour – threats, swearing, shouting, or discriminatory language.
• Unreasonable demands – asking for special treatment, ignoring agreed processes, or refusing to accept decisions.
• Excessive contact – calling or emailing repeatedly about the same issue or contacting multiple departments unnecessarily.

We’ll always try to resolve issues first. But if things don’t improve, we may:

• limit contact to one point of contact
• ask that you contact us in writing only
• choose not to respond to repeated or resolved issues
• limit access to our offices or face-to-face contact.

We will write to you explaining what we’re doing and why. Restrictions usually last 12 months, and we review them every three months.

Even if we need to manage your contact, you still have rights:

• Right to fair treatment – We will always treat you with dignity and respect.
• Right to be heard – You can tell us your side before any restrictions are applied.
• Right to reasonable adjustments – If you have a disability or health condition, we will consider changes to how we work with you.
• Right to a review – You can ask for a restriction to be looked at again if:
  • your circumstances change
  • you believe a mistake was made
  • it affects your ability to access our services.
    We will respond to these requests within 10 working days.
• Right to complain – You can still raise complaints through our complaints process, even if a restriction is in place.

If you tell us you have a disability or health condition, we’ll work with you to make reasonable adjustments. This might include different ways to communicate with us or extra support. If behaviour becomes harmful or the adjustment is no longer practical, we’ll review it carefully and try to find another fair solution.

If you have questions or want to ask for a review of a restriction, contact us directly.

If you have concerns about how we are managing or responding to your complaints, you always have the right to contact the Housing Ombudsman.

Contact details for the Housing Ombudsman:

• Telephone: 0300 111 3000
• Online: Live chat or complaint form
• Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET

Let’s work together to maintain a respectful, safe, and supportive community for everyone.