Why reasonable behaviour is important at Habinteg | Tenant news

Habinteg is committed to creating a safe and respectful environment for everyone we work with, including tenants and their families, and our own staff and contractors. 

We follow the law, including the Equalities Act 2010, and always take into account people’s needs and rights. If someone is struggling, we will do our best to help them.

We want all tenants to feel heard and supported, but sometimes, people may act in ways that make it hard for us to help them.

What is unacceptable behaviour?

Our staff and contractors have the right to do their jobs without fear or harm. We’re here to support you, and unacceptable behaviour that causes distress or wastes staff time affects our ability to do that.

Unacceptable behaviour includes:

• Using threatening or aggressive language
• Making offensive or hateful comments
• Repeatedly contacting staff over a short time
• Demanding unreasonable levels of service
• Harassing a particular staff member.
  
  

These actions can create stress and harm working relationships. That’s why Habinteg takes a zero-tolerance approach.

If a tenant is targeting a particular staff member in a way that feels personal or unfair, we will try to address the situation in a calm and understanding way. We may first speak with the tenant involved to explain our concerns. In many cases, this is enough to make things better.

If it doesn’t, we might decide to change how we communicate. This could mean asking someone to contact only one staff member or limiting contact to set times or designated formats like email.

These decisions are made to protect our team while still providing a fair level of service.

Taking further steps

If unacceptable behaviour continues despite our efforts, we may give a written warning to the tenant. If things do not improve, a final written warning may follow, setting out clear limits for future contact.

In serious situations, especially if someone is being abusive or threatening, legal action may be needed.

This could lead to stronger restrictions or even losing a tenancy.  We always try to avoid this, but it is Habinteg's responsibility to protect our staff and the wider community. 

An example of this is a recent case where a tenant had been verbally abusive towards staff, using derogatory and foul language. The tenant also acted aggressively in person and when speaking to Habinteg staff within our Customer Services Team, Neighbourhood Team, Rent Assist Team and Development Team. 

The tenant was initially issued with a warning. Due to their continued abusive and aggressive behaviour, Habinteg issued a final warning. As the tenant ignored the warnings issued, and continued with their behaviour, we applied to the County Court for an injunction.

The injunction was granted, and it forbade the tenant from using or threatening violence or acting in a threatening and / or aggressive manner towards any resident or visitor to the scheme, and any member of Habinteg’s staff, agents or contractors.

The injunction will remain in force for two years and if the tenant breaches the Order, they will be in contempt of Court, and further legal action will be taken.

Reporting unreasonable behaviour

Our Reasonable Behaviour Policy does not seek to stop complaints or silence concerns. We encourage tenants to speak up when something goes wrong, but we do ask that people do so in a way that is reasonable and respectful.

If you’d like to report unreasonable or antisocial behaviour (ASB) to us, please fill out our ASB form. Please include your full name, address, and contact number so we can respond appropriately.

You can also contact our Customer Services Team at Habinteg Direct by calling 0300 365 3100 or emailing direct@habinteg.org.uk.

To read our Reasonable Behaviour Policy, visit our website at www.habinteg.org.uk/asb.

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