We understand that there may be times when residents feel frustrated, worried or dissatisfied, particularly when dealing with issues affecting their home. We are committed to listening, helping and resolving concerns wherever possible.
However, while we welcome feedback, complaints and honest conversations, we take a zero-tolerance approach to verbal abuse, threats, intimidation or aggressive behaviour towards our colleagues and contractors.
Everyone has the right to feel safe and respected at work.
What do we mean by verbal abuse?
Verbal abuse can include:
- Swearing or offensive language directed at staff.
- Personal insults or discriminatory comments.
- Aggressive shouting or intimidating behaviour.
- Threats of violence or harm.
- Abusive messages via phone, email, social media or in person.
While we appreciate that situations can be stressful, abuse is never acceptable and will not be tolerated.
What could happen if abusive behaviour happens?
Where appropriate, we will always try to support residents in expressing their concerns respectfully. However, if behaviour crosses the line, we may need to take action.
Depending on the severity and frequency of the behaviour, this could include:
- Ending a phone call if abusive language is used.
- Asking a resident to leave our office or ending a home visit.
- Restricting methods of contact, such as requiring communication to be in writing.
- Issuing a formal warning.
- Investigating the matter under our tenancy or anti-social behaviour policies.
- Working with partner agencies where threats or criminal behaviour have occurred.
- In serious cases, seeking legal action to protect staff and contractors.
Working together
We are here to help and want every interaction with Teign Housing to be constructive and respectful. By treating one another with courtesy and respect, we can work together to resolve issues more effectively and maintain safe, positive communities for everyone.
Clare Beach, Director of Customers & Communities said: “I want you to feel that you can come to us when you need our help and tell us what we can do better. Your feedback is important to us, and we will listen and respond in a respectful way.
“Equally, I want my Teign Homes colleagues to feel they can carry out their work without experiencing abuse, threats, or intimidation. I know this kind of behaviour is rare, but we have a responsibility to protect our colleagues, and we will take action when it happens.”