Policy
1.0
Introduction
One Manchester is committed to providing a fair, consistent and accessible service for all our
customers.However,wehavetobalancethisbyprovidingasafeworkingenvironmentforourstaff
tooperatewithinandtoensurethatourworkisundertakeninanefficientandeffectivemanner.
Onoccasions,customersmaymakeunreasonabledemandsthatcouldaffecttheserviceweprovide
toothercustomers,orcommunicatewithusinamannerwhichcausesoffencetoourstaff.Where
this occurs, One Manchester reserves the right to manage customer contact in an appropriate
mannertoprotectourstaffandtomaintaintheeffectivenessofourservicetoothercustomers.
2.0
Purpose
ThispolicysetsoutOneManchester’sapproachtomanagingcustomerswhoseactionsorbehaviour
are considered unacceptable and are having a harmful impact on our staff and/or their ability to
provideaconsistentlevelofservicetoothercustomers.
3.0
Scope
Thispolicyaffectsallcustomers,allareasofworkundertakenbyOneManchesterandallofourstaff.
Forthepurposeofthispolicy,anyreferencetocustomersreferstotenants,leaseholdersandprivate
owner/occupierswhohavedealingswithusfromtimetotime,formertenants,visitorstoanyOne
Manchesterpremisesand/orfriends,relativesofrepresentativesofanyofthesepeople.Thepolicy
alsocoversanyexternalserviceprovidedbyapartnerorganisationorcontractortoourcustomers.
4.0
ThePolicy
One Manchester recognises that, in some circumstances, customers may have a mental health
problemorotherdisabilitywhereitmaybedifficultforthemtoexpressthemselvesorcommunicate
appropriately. Where unacceptable behaviour is evidenced under these circumstances, One
Manchester will consider the individual needs and circumstances of the customer and our staff
beforedecidingonhowbesttomanagethesituation.
UnacceptableBehaviour
OneManchesteracceptsthatpeoplemayactinwayswhichareoutofcharacterwhentheyare
upsetordistressedand,onoccasions,behaviourisdifficultforanindividualmemberofstafftodeal
withbecauseitdoesnotconformtothestandardstheyexpectorthevaluestheyhold.Anactionis
notnecessarilyunacceptablebecauseamemberofstafffindsitpersonallydifficult.Wealsodonot
viewbehaviourasunacceptablejustbecauseacomplainantisforcefulordetermined.
Unacceptableactionsandbehaviouraregroupedunderthecategoriesbelow:
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Aggressive, violent, offensive or abusive language or behaviour including unsubstantiated
allegationsandmaliciouscomplaints
Unreasonabledemandsthatcomplyingwithwouldimpactonourworkorserviceprovision
Unreasonablepersistenceincludingrefusaltoacceptdecisionsmadeoracceptexplanations
Unreasonablelevelsofcontactthatalsoimpactonourworkorserviceprovision
Unreasonableuseofthecomplaintsprocesswhentheeffectistoharass,ortopreventus
frompursuingalegitimateaimorfromimplementingalegitimatedecision
Customers appearing incapable as a result of illness or the influence of alcohol, drugs or
othersubstances
Restrictions
Wherever possible, customers will be given the opportunity to modify their behaviour or actions
beforeaccessisrestricted.However,whereacustomercontinuestobehaveorcommunicateinan
Version:XXFebruary2015
Review:February2018
Approvedby:Board/committeename
Department:Departmentname
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Policy
unacceptablemanner,OneManchesterwillexerciseitsrighttorestrictcontact.Theprecisenature
andactionwillbeappropriateandproportionatetothenatureoftheunacceptablebehaviourand
thecircumstancesofourstaffandthecustomer.Thedecisiontorestrictaccesswillbetakenbya
linemanagerinconsultationwiththeDirectorofCommunities.
Restrictionsmayinclude,amongstotherconsiderations:
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the immediate termination of service including the withdrawal of offers of
accommodation
theblockingoftelephonecalls/emailsorotherformsofcommunication
arranging for a single, named member of staff to deal with all contacts from the
customer
requiringthecustomertocommunicatewithusviaanagreedrepresentative
limitingfuturecontacttoaparticularformand/orfrequency
informing the customer that their correspondence will be read to ensure no new
issueshavebeenraisedbutthenfiledwithoutfurtheracknowledgement
terminationofallcontact
referringthemattertothepolicewhereacriminaloffencehasbeenthreatenedor
committed
legalactiontoprohibitcontact/inappropriatebehaviour
Wherecontactisrestricted,thecustomerwillbeinformedinwriting,andverballyifrequired,ofthe
decision with the reason why we consider their behaviour unacceptable, details of any earlier
warnings,therestrictionbeingimposedand,ifappropriate,howlongtherestrictionwilllast.This
informationwillberecordedonallrelevantfilesandcomputerrecords.
Appeal
Acustomercanappealadecisiontorestrictcontactwithin20daysoftherestrictionbeingimposed.
ADirectorwhowasnotinvolvedintheoriginaldecisionwillconsidertheappealandtheirdecisionis
final. An unsuccessful appeal cannot be progressed through One Manchester’s complaint
procedure.
5.0
Methodandapproach
Thispolicywillbeappliedinafair,reasonableandconsistentmanneranddueconsiderationwillbe
giventotheEqualityAct2010inregardtounlawfuldiscriminationandserviceprovision.
6.0
Responsibility
TheDirectorofCommunitiesisresponsibleforthispolicyanditsappropriateimplementationbyall
managersandstaffwhoareincontactwithOneManchestercustomers.
7.0
Monitoring,reviewandevaluation
OperationsCommitteewillmonitorusageofthispolicy.
The policy will be reconsidered against any legislative changes annually and reviewed every three
years.
Linkstootherpolicies:
ComplaintsPolicy
HealthandSafetyPolicy
Anti-socialBehaviourPolicy
AllocationsPolicy
TenancyPolicy
Version:XXFebruary2015
Review:February2018
Approvedby:Board/committeename
Department:Departmentname
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