A Zero Tolerance Policy
18/09/2007
East Midlands Housing develops a Tolerance policy for its staff & contractors.
Staff from EMH have been developing a zero tolerance policy over the last 6 months. Unfortunately from time to time staff & contractors receive abuse from its customers & although each abuse case was looked at in the past, there was no consistent approach.
The aim of this policy is to detail behaviour which is unacceptable and the sanctions available in the face of such behaviour.
This new policy & procedure gives guidelines to all staff & contractors on what action to take should a member of staff or a contractor be abused. Each instance of abuse will be recorded. Customers who are abusive to staff & contractors will be written to & warned that their behaviour is unacceptable.
Other sanctions available to EMH include:
• Only dealing with offenders by letter
• Only dealing with offenders through a third party (e.g. a social worker or a Citizens Advice Bureau advisor)
• Injunction (for violent offenders)
The policy is due to go to the RESPECT group in November 2007 to be ratified.