Third Party Communication & Conduct Policy

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Introduction

We are committed to maintaining respectful, professional relationships with everyone we work with — including residents, clients, customers, suppliers and contractors. Each year, we manage thousands of interactions efficiently and professionally. We understand that residents and clients are invested in their homes and that unexpected issues can be frustrating, especially given the expense of service charges and occasional financial challenges. Our team is here to support through constructive conversations and solutions.

At times, however, we may encounter behaviour that is unreasonable. We have a duty to ensure our staff's well-being at work, providing them with a safe working environment. We expect our staff to treat everyone they deal with respectfully, courteously and professionally, and we ask that the same respect is shown to our team in return. From October 2026, under the Employment Rights Act 2025, we are also directly liable where we fail to take all reasonable steps to prevent third-party harassment of our employees, whether by residents, clients, customers, suppliers, contractors, or any other third party. This policy reflects those obligations.

Why Is This Important?

The success of property management relies on people. Providing a positive, professional service requires that our team members are treated with respect and feel safe and valued. Industry surveys, such as those by The Property Institute, consistently show the impact of abusive behaviour on employee well-being and retention.

Nearly a quarter of industry practitioners question their long-term future in the sector, with over 90% having experienced verbal abuse at work. To maintain a vibrant, professional workforce, we are committed to supporting industry initiatives to enhance health and well-being and ensure a respectful environment for everyone involved. In addition, from October 2026, the Employment Rights Act 2025 places a direct legal duty on us to take all reasonable steps to prevent harassment of our employees by third parties, on the basis of any protected characteristic.

Our Commitments to You

• We will treat you with respect and courtesy.
• We will communicate clearly and do our best to help.
• We will give simple, clear explanations.
• We will be polite and professional.
• We will work with you to find solutions.
• You can contact us by phone, electronic communications, or in person.
• We will reply within a reasonable time.

If issues arise, we will work diligently to address them. Resolution often requires coordination with third-party contractors, having the correct parts, and securing sufficient client funds. As such, some problems may take time to resolve.

What We Ask from You

We ask that you treat our team with respect and politeness, through whichever communication means you chose. While we are committed to maintaining professionalism in all situations, we cannot accept unreasonable behaviour.

What Is Unreasonable Behaviour

Unreasonable behaviour includes any actions that place undue demands or distress on our staff, especially behaviour that is aggressive, disrespectful, or excessively persistent. We do not consider assertiveness or determination to be unreasonable, but any conduct that overwhelms or harms our team members is unacceptable.

Examples of Unreasonable Behaviour

• Excessive persistence: Frequently raising issues already resolved, sending repeated or irrelevant messages, expecting immediate responses for complex queries.
• Rudeness: Using offensive language, interrupting constantly, name-calling, or general discourtesy.
• Anger: Speaking loudly or shouting.
• Aggressive behaviour: Any form of abuse, intimidation, or threats of harm to people or property.
• Insulting remarks: Making derogatory comments based on personal attributes, including any protected characteristic under the Equality Act 2010, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. This applies equally to comments made in person, by phone, in writing, or via any digital platform.
• Inflammatory or personal remarks: Directing inflammatory comments or personal criticisms at staff.
• Sexual harassment: Any unwanted conduct of a sexual nature, including sexual comments, advances, gestures, or touching. This is unacceptable in any form and in any communication channel.

Such behaviours are not tolerated, and appropriate measures will be taken if they occur. Our staff are encouraged to report all incidents, including those they may feel are minor. We log, investigate, and act on every report.

When Is It Not Harassment?

The table below is intended to help staff distinguish between conduct that is frustrating but acceptable, and conduct that crosses the line into harassment or unreasonable behaviour requiring action.

Note: The right-hand column does not require the harassment to be sustained or repeated. A single serious incident, for example a physical threat or a sexual comment, is sufficient to require action.

Our Approach to Managing Unreasonable Behaviour

In response to unreasonable behaviour, we will take one or more of the following actions:

• Recording calls: If a caller starts to behave unreasonably, we will advise them that we will commence recording the call in the interests of both parties so that there is a record of the conversation. A record of the conversation will be made, and management will be notified.
• Ending calls: If a caller behaves unreasonably, we will ask them to change their behaviour. If the behaviour continues, we will give a warning, followed by terminating the call if necessary. A record of the conversation will be made, and management will be notified.
• Limiting contact: If a person is excessively persistent, such as calling multiple times in a short period or sending high volumes of communication, we will ask them to reduce contact to essential matters only. If this is not respected, we may restrict contact to certain formats, such as letters, specific contact times, or designated team members only.
• Ending contact: In extreme cases, we may refuse further contact with individuals who persistently display unreasonable or abusive behaviour. Such actions will be approved by senior management.
• Reporting to authorities: If we receive any threats against staff, we will involve the police or other emergency services.

These measures are designed to protect our team from unreasonable conduct while maintaining a professional and supportive service.

Harassment Reporting and Whistleblowing

Any member of staff who experiences or witnesses harassment by a client or third party should report it to their line manager or HR as soon as possible. All reports will be treated seriously, handled confidentially, and recorded. No member of staff will suffer any detriment for making a report in good faith.

From 6 April 2026, disclosures of sexual harassment are automatically protected under whistleblowing legislation. Staff do not need to frame a report as a health and safety concern or a legal breach — a disclosure about sexual harassment is protected in its own right.

Photographs and Social Media

We also include the taking of photos and posting of images on social media in our policy. This is to ensure the safety, privacy, and respect of our staff. We do not tolerate the following behaviours:

• Taking photos, videos, or recordings of our staff without their explicit consent.
• Publishing or sharing such material on social media or other platforms without permission.

We take these matters seriously, and any such behaviour will result in immediate action.