We use cookies to ensure our site functions properly and to store limited information about your usage. You may give or withdraw consent at any time. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
Thank you to those customers who gave us their feedback about the ‘Unreasonably Persistent Contact’ policy.
We have reviewed your feedback and have updated a new draft version of the policy. We would like to know if you agree with the changes made before the policy is sent for approval.
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: 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.
We should 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.
Please let us know if you agree with these changes by completing the quick survey below. Your feedback will be presented to the Customer Assurance Committee (which is a formal group made up of customers) when they meet in March.
Why are we introducing the policy?
Most customers approach us with genuine concerns and act with fairness. We understand that sometimes we can all act out of character when dealing with stressful situations or during difficult times. However, there are times when a customer’s behaviour becomes unreasonable, taking up time and resources that impact the service we provide to others.
We have put a policy in place to help us manage the minority of customers who act in an unreasonable manner.
Thankfully, the policy is not widely used, however we still need to make sure that when it is applied, it is done so fairly. That’s why it is important that we understand this policy from a customer perspective.
Thank you to those customers who gave us their feedback about the ‘Unreasonably Persistent Contact’ policy.
We have reviewed your feedback and have updated a new draft version of the policy. We would like to know if you agree with the changes made before the policy is sent for approval.
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: 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.
We should 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.
Please let us know if you agree with these changes by completing the quick survey below. Your feedback will be presented to the Customer Assurance Committee (which is a formal group made up of customers) when they meet in March.
Why are we introducing the policy?
Most customers approach us with genuine concerns and act with fairness. We understand that sometimes we can all act out of character when dealing with stressful situations or during difficult times. However, there are times when a customer’s behaviour becomes unreasonable, taking up time and resources that impact the service we provide to others.
We have put a policy in place to help us manage the minority of customers who act in an unreasonable manner.
Thankfully, the policy is not widely used, however we still need to make sure that when it is applied, it is done so fairly. That’s why it is important that we understand this policy from a customer perspective.
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.
