Unacceptable behaviour

We appreciate that there may be circumstances that cause you to be angry or upset and this will be taken into account when considering whether or not actions are unacceptable. On occasions this behaviour can make it difficult for us to deliver a service to you and to others and to do our work.

Unreasonable behaviour

  • Refusing to cooperate, including specifying the details of a complaint.
  • Denying or changing statements made at an earlier stage.
  • Making unjustified complaints about staff who are trying to deal with the issues and requesting to have them replaced.

Aggressive or abusive behaviour

  • Threats; physical violence; personal verbal abuse, including use of profanity; shouting; derogatory and rude remarks; inflammatory statements; unsubstantiated allegations.
  • We will treat any racist or homophobic language or behaviours as criminal and will report it to Police Scotland.
  • Comments described above and directed at third parties, but which are told to us, will also not be tolerated.

Unreasonable demands

  • Demanding responses within an unreasonable timescale.
  • Insisting on seeing or speaking to a particular member of staff.
  • Excessive phone calls, emails or detailed letters.
  • Using false names to make contact.
  • Large amount of correspondence received where the relevance is not clear.
  • Repeatedly changing the substance of a complaint or raising unrelated concerns.

Unreasonable persistence and contact

  • Failure to accept that we are unable to assist them further or provide a level of service other than that provided already.
  • Persistence in disagreeing with action or decision taken.
  • Excessive volume and duration of calls.

Vexatious Behaviour

  • Where the customer tells us their aim is to cause inconvenience, disruption, annoyance or harassment.
  • Requests for information the customer has already seen or clear intention to reopen issues that have already been considered.

Responding to unacceptable behaviour

  • Serious incidents will be reported to Police Scotland.
  • We may contact the customer to explain what actions we consider unacceptable and why, ask them to amend their behaviour, and explain what actions we may take if they do not.
  • We will end telephone calls if the caller displays unacceptable behaviour. All staff have the right to make this decision; they will tell the caller that the behaviour or language is unacceptable and end the call if the behaviour does not stop.
  • Where we have to take action we will tell the customer in writing what action we are taking and why.
  • A system flag and notes will be added to that customer's online file stating that there will be no direct contact with the customer, detailing why and outlining contact arrangements.
  • We will retain any evidence of unacceptable behaviour on the customer file.
  • Calls to some numbers at Hay Avenue are recorded.
  • If this behaviour continues we may insist that future contact to be through a third party and not allow any contact from or to the customer. Action to terminate a tenancy may be considered.

Right to appeal

A customer can appeal within 20 working days against a decision to restrict contact. A senior member of staff not involved in the original decision will consider the appeal. They will advise the customer in writing within 5 working days that either the restricted contact arrangements still apply or a different course of action has been agreed. At this stage we will advise the customer of their right to contact the Scottish Public Services Ombudsman (SPSO) if they believe our decision to restrict contact is unjust.

Unacceptable Actions Policy

You can request a copy of the full policy by calling 0131 657 0600 or customer@castlerockedinvar.co.uk

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