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Do you agree with the changes?

This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used to help inform the development of the Unreasonable Behaviour Policy. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.  

We have listened to your feedback and have updated our policy to reflect your suggestions. Please click the link to read the new draft policy. Updated Draft Policy

To summarise, you said;

  • Unreasonableness is subjective to the individual: This has now been recognised in the policy and will be considered alongside any vulnerabilities that a customer may have
  • You recognise the impact of unacceptable behaviours on staff and think that this should be included in the policy : Examples of unreasonable behaviour have now been included along with a section on how we will support staff
  • Customers should be able to appeal a decision to restrict contact: We agree and this is in the policy
  • You were concerned that a customer could be perceived as being unreasonable when they have a legitimate issue:  We have provided clarity within the policy that it relates to if we fall short of service delivery standards.
  • You wanted specific timescales and number of occurrences to be defined: However we felt that we couldn't commit to these as no 2 cases will be the same and different parameters will be considered for customers on an individual basis. 
  • It would be good to offer support to customers who are recognised as being vulnerable: we recognise in the policy that we will need to consider any vulnerabilities or disabilities when implementing the policy.
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Do you agree with the changes made?