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Managing unacceptable behaviour policy

At Lifestone Homes Ltd, we are committed to attracting, retaining and developing employees with the knowledge, skills, values and behaviours we need as a business to deliver the vision for Lifestone’s future. As part of this we expect that our staff and contractors working on our behalf are also treated with respect by our customers to enable us to deliver our service.

Policy FAQ

What is unacceptable customer behaviour?

Unacceptable behaviour includes actions that risk the safety of staff, contractors, or others, or disrupts service delivery. Examples include:

verbal abuse, threats, or aggressive language, online or in person
physical violence or intimidation
excessive or unreasonable demands or contact.

What are some examples of unacceptable demands?

Unreasonable demands may include:

insisting on speaking only with specific staff members without reason
making excessive calls, emails, or social media contact
requesting large amounts of information within unrealistic timeframes.

What happens if I display unacceptable behaviour?

If your behaviour is considered unacceptable, we will investigate the situation and we most likely will offer informal steps like discussing the issue with you. We may also:

place formal restrictions, such as limiting how and when you can contact us
take legal action in extreme cases, including reporting incidents to the police.

How will you handle an investigation of unacceptable behaviour?

Our investigating manager will review all the facts, including your circumstances, such as medical conditions or vulnerabilities. We will be fair, honest, and consistent.

What are the consequences of displaying persistent unacceptable behaviour?

For ongoing or serious behaviour issues, we may:

limit your contact to a specific form (e.g., email only)
restrict the times you can contact us
issue warning letters or impose further restrictions
report serious incidents to the police or pursue legal action.

Can I appeal decisions made about my behaviour?

Yes, if you disagree with the decision to manage your behaviour, you can appeal. Appeals must be made within 10 working days of receiving our decision. The Head of Customer and Neighbourhoods will review the case and decide whether to change or uphold the decision.

Will my access to services be affected if I’m managed under this policy?

We will continue to provide necessary services, even if restrictions are in place. However, we may alter how we communicate with you to ensure our staff’s safety.

How long will any restrictions remain in place?

Any formal restrictions will be reviewed regularly, with a minimum review period of three months and up to 12 months, depending on the severity of the behaviour.

Will I be notified if a flag is placed on my account?

Yes, if we place a flag on your account to alert staff to manage risks or restrictions, you will be informed in writing.

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