1. Our commitment

We have a dual responsibility to safeguard our employees and honour our commitments to tenants and other stakeholders.

We have a duty to protect our staff and safeguard their welfare. While we expect employees to act professionally, they should also be able to remove themselves from situations that may compromise their safety.

2. Employees

Property management professionals continue to experience significant well-being strains, according to industry reports on well-being from TPI. Our work involves handling matters in which tenants have deep emotional, physical, and financial investments. We have systems in place to manage these pressures effectively.

3. Tenants

We aim to treat tenants fairly, consistently, and appropriately. It is important to recognise that all customers have the right to be heard, understood, and respected.

We take into account individual circumstances, including medical conditions, and handle their information or data accordingly where necessary.

4. Unacceptable behaviour

We consider behaviours such as unreasonable demands, persistent or excessive contact, verbal abuse, aggression, violence, and overloading staff with unreasonable information or communication to be unacceptable. Being assertive or determined does not, in itself, constitute unacceptable behaviour.

5. Response to unacceptable behaviour

We will always aim to reach a voluntary, informal agreement with the tenant to modify their behaviour before taking formal action.

However, if informal efforts are unsuccessful, we may need to introduce reasonable restrictions. These could include limits on the volume or frequency of contact and the nature of information exchanged.