Unacceptable Behaviour

The Association believes that our customers have a right to be heard, understood and respected.

All Abertay Housing Association staff deserve to be treated with dignity and respect. Occasionally, the behaviour or actions of individuals using our service makes it very difficult for us to deal with their complaint. In a small number of cases the behaviour or actions become unacceptable because they involve aggressive or threatening behaviour towards our staff.

When this happens, we have to take action to protect our staff. When considering what action, we take into consideration the impact of the behaviour on our ability to do our work and provide a service to our customers.

The Association will restrict contact with any customer due to their unacceptable behaviour towards staff.

This policy explains how we will approach these situations.