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Tell us your views: WSHA's Unacceptable Customer Behaviour Policy

All WSHA policies are reviewed at regular intervals. We’re currently reviewing our Unacceptable Customer Behaviour Policy and are keen to gather tenant thoughts and feedback. 

We have only ever had to resort to enforcing this policy on a small number of occasions and do not see this changing in the future. But it’s important that we have procedures in place in case of unacceptable behaviour, and that both tenants and staff are aware of these. 

What is the Unacceptable Customer Behaviour Policy? 

Our Customer Care Charter sets out the level of service tenants should expect when engaging with us. We also have clear Values that we expect staff to demonstrate when engaging with customers. 

We do appreciate that we will not always get everything right and that this can be frustrating for our tenants and other customers. 

As much as our tenants and other customers can expect to be treated in line with our Values when they engage with us, our staff also have a right to be treated in an acceptable manner as they perform their roles. The Unacceptable Customer Behaviour Policy sets out the types of behaviour that we would view as unacceptable, and the steps we will take when customers display these behaviours. 

The types of behaviour we would view as unacceptable include:

  • Aggressive or abusive behaviour
  • Unreasonable demands
  • Unreasonable persistence
  • Vexatious behaviour
  • Sexual Harassment

You can read details on each of these in the Policy. The first four behaviours on this list have been in our policy for a number of years. This year, primarily due to changing legislation, we have added in a section about protecting our staff from sexual harassment.

The Policy outlines the steps we will take when customers continue to behave in an unacceptable manner even when contact restrictions are in place, which could ultimately lead to a tenant losing their home.

You can read the amended Unacceptable Customer Behaviour Policy here. 

We are very keen to hear you views on the above policy. You can email these to us at haveyoursay@westscot.co.uk.