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* Homestead Cymru
* Homestead Midlands
* Home
* About Us
* Our Services chevron_right
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* FAQ's
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* My Homestead
* 01253 640040
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LEASEHOLD & BLOCK MANAGEMENT
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EFFICIENT, DEPENDABLE, PROPERTY MANAGEMENT SERVICES.
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WELCOME TO YOUR HOMESTEAD TENANT PORTAL.
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WELCOME TO YOUR HOMESTEAD TENANT PORTAL.
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Welcome to Homestead Consultancy Services, as an award winning, regulated
managing agent with over 47 years’ experience in leasehold, block, estate &
retirement living management we now consider ourselves to be one of the market
leaders in our industry.
HERE FOR YOU
Regulated by TPI & RICS, recently awarded ‘Regional Property Management Company
of the Year’ as well as all our staff being industry trained, you can rest
assure that you can rely on us to provide the knowledge and expertise to
effectively manage your developments and protect your residential property
interests.
With over 47 years’ experience we currently manage the communal areas of
leasehold developments, apartment blocks, housing estates & open areas and
retirement living developments throughout the North West, Wales & The Midlands
What we do chevron_right
Contact us chevron_right
OUR SERVICES
Our property management services.
BLOCK MANAGEMENT
Homestead specialise in leasehold and block management services.
View Service
ESTATE MANAGEMENT
The management of estates and open areas, no matter how complex.
View Service
RETIREMENT LIVING
The management of independent living & retirement developments.
View Service
WELCOME TO HOMESTEAD
We have had this short video produced that introduces Homestead CSL and our
services.
If you have any questions please use our FAQ page or contact us.
View FAQ's chevron_right
Contact us chevron_right
WHERE WE WORK
Homestead Property Management Services operates all over the North of England,
the Midlands and Wales. We have locations in:
* Blackpool
* Lytham St Annes
* Bispham
* Fleetwood
* Lancaster
* Morecambe
* Preston
* Blackburn
* Burnley
* Wigan
* Manchester
* Bolton
* Rochdale
* Liverpool
* Southport
* Winderemere
* Ulverston
* Arnside
* Milnthorpe
* Leicester
* Wales
If you want to know if we can provide our services in your area, please call us
on 01253 640040 or email enquiries@homesteadcsl.co.uk
CONTRACTORS
Homestead CSL have an ongoing requirement for reliable local contractors whom we
can recommend to our clients. Our clients require services ranging from
cleaning, landscaping, building works, handyman services plus many more. Visit
our contractors page for more information.
View Details chevron_right
HOMESTEAD FAQ'S
ABOUT HOMESTEAD
WHO ARE HOMESTEAD CONSULTANCY SERVICES LIMITED
Homestead Consultancy Services Limited are managing agents that are appointed by
directors of RMCs or RTMs, freehold landlords or sometimes developers to
complete and manage maintenance and services for the communal areas on behalf of
the block or estate.
WHAT DO HOMESTEAD CHARGE
Homestead charge a set fee for managing your development based on the number of
units in accordance with the RICS Residential Management Service Charge code.
Some clients require additional services and these along with our standard fees
are agreed with our clients before we commence management. We are paid for fees
via your service charge budget and you will see this as a line item in the
service charge budget that you receive. For transparency we also detail our fees
in the annual accounts that are sent out to all leaseholders.
CONTACT FAQ'S
HOW DO I CONTACT YOU?
Our trained professionals are available from 9am to 5pm Monday to Friday. You
can contact us either by:
* Telephone – 01253 640040
* Email – enquiries@homesteadcsl.co.uk
* Online via our My Homestead Portal
HOW DO I LOG IN TO THE MY HOMESTEAD PORTAL?
In order to access our client portal simply head to www.homesteadcsl.co.uk. In
the top right-hand corner, you will see a ‘My Homestead’ option which will take
you to the login screen for the portal.
If you are registering for the first time you will need your tenant reference
and the email address we have registered for you.
If you do not have these details, please contact a member of our team who would
be happy to provide these for you.
PAYING YOUR BILL
HOW CAN I MAKE A PAYMENT?
We accept payments via standing order, BACS or Cheque. If paying by BACS or
Cheque, payment and bank details can be found at the bottom of every invoice you
receive. Alternatively, you can also pay via your account on the ‘My Homestead
Portal’. We do not accept cash payments.
I AM A NEW OWNER, WHY DO I HAVE TO PAY THE OLD OWNERS BILL?
All outstanding balances pass to the new owner on sale if not previously
settled. It is up to the purchaser to ensure the account is clear or agree any
retention to be held before completion of the purchase. Your solicitor should
advise you on this.
YOUR HOME
HOW DO I REPORT AN ISSUE?
If you are a leaseholder or owner you can report an issue via the following
* By Telephone on 01253 640040
* By email to maintenance@homesteadcsl.co.uk (for maintenance issues) or
enquiries@homesteadcsl.co.uk (general enquiries
* Via your account on the My Homestead Portal
If you are a tenant renting out the property, unfortunately unless in the case
of an emergency you must go through your landlord
MY NEIGHBOURS ARE VERY NOISY, WHAT CAN I DO ABOUT THIS?
We offer the facility to pay your service charges by monthly standing order,
BACS or cheque, subject to lease requirements. You can contact our
administration department to discuss your payment options and we will send you
the appropriate forms to complete and return.
View Full FAQ's chevron_right
HOW TO FIND US
01253 640040
enquiries@homesteadcsl.co.uk
Homestead Consultancy Services Ltd.
29 St. Annes Road West,
Lytham St. Annes,
FY8 1SB
Homestead Cymru:
01253 640040
Homestead Midlands:
0116 5072653
NEWS & BLOG
25 November 2023
ELEVATING EXCELLENCE
View
05 January 2024
A GUIDE TO OWNING A LEASEHOLD PROPERTY
View
07 December 2023
NAVIGATING THE BUILDING AND SAFETY ACT:
View
17 November 2023
CELEBRATING 47 YEARS OF MANAGEMENT
View
NEED ASSISTANCE?
Do you need any help with managing your property?
Send Message chevron_right
OR CALL US ON 01253 640040
COMPLAINTS HANDLING PROCEDURE
As a regulated RICS firm, we have in place a CHP which meets the regulatory
requirements. Our CHP has two stages. Stage one of the CHP gives our firm the
opportunity to review and consider your complaint in full. Our firm will try to
resolve your complaint to your satisfaction. If you are not happy with our
response, you will have the opportunity to take your complaint to stage two.
Stage two gives you, the client, the opportunity to have your complaint reviewed
and considered by an independent redress provider, approved by RICS.
STAGE ONE
If you have spoken to us about your complaint, please put the details of your
complaint in writing. We ask that you put your complaint in writing to make sure
that we have a full understanding of the reasons for your complaint. Please send
your written complaint to:
Complaints Department
Homestead Consultancy Services Ltd
29 St Annes Road West
LYTHAM ST ANNES
FY8 1SB
01253 640040
complaints@homesteadcsl.co.uk
www.homesteadcsl.co.uk
We will consider your complaint as quickly as possible and will acknowledge
receipt of your complaint within 7 days. If we are not able to give you a full
response, we will update you within 28 days.
STAGE TWO
If we are unable to agree on how to resolve your complaint at the end of stage
one (or more than 8 weeks has elapsed since the complaint was first made) then
you have the opportunity to take your complaint to an independent redress
provider without charge, as approved by the RICS Regulatory Board.
We have chosen to use the following redress providers:
For Consumer clients: The Property Redress Scheme, their website is
www.theprs.co.uk and you could complete an online complaints or general enquiry
form. You can also call them between Monday and Friday between 9am - 5.30pm or
you can email or write to them with your complaint. Their details are as
follows-
Phone: 0333 321 9418
Website: www.theprs.co.uk
Email: info@theprs.co.uk
Post: Property Redress Scheme
Premier House
1st Floor
Esltree Way
Borehamwood
FOR BUSINESS TO BUSINESS CLIENTS ONLY:
Phone: 02073343806
Email: drs@rics.org
Website: www.rics.org/uk/footer/dispute-resolution-service
RICS Dispute Resolution Services
55 Colmore Row
Birmingham
B3 2AA
NEED ASSISTANCE?
Do you need any help with managing your property?
Send Message chevron_right
OR CALL US ON 01253 640040
PRIVACY STATEMENT
PRIVACY NOTICE provided by Homestead Consultancy Services Ltd
This privacy notice explains what personal data (information) we hold about you,
how we collect it, and how we use and may share information about you during our
management of your development and after it ends. We are required to notify you
of this information under the General Data Protection Regulation.
Please ensure you read this notice and any other similar notice we may provide
to you from time to time when we collect or process personal information about
you. This privacy notice contains important information on who we are, how and
why we collect, store, use and share personal information, your rights in
relation to your personal information and on how to contact us and supervisory
authorities in the event you have a complaint.
1. WHO WE ARE
Homestead Consultancy Services Ltd collects, uses and is responsible for certain
personal information about you. When we do so we are regulated under the General
Data Protection Regulation which applies across the European Union (including in
the United Kingdom) and we are responsible as ‘controller’ of that personal
information for the purposes of those laws.
In this privacy notice, references to “we” or “us” means Homestead Consultancy
Services Ltd
2. DATA PROTECTION PRINCIPLES
We will comply with the data protection principles when gathering and using
personal information, as set out in our GDPR data protection policy.
3. THE PERSONAL INFORMATION WE COLLECT AND USE: INFORMATION COLLECTED BY US
In the course of the performance of our contract as managing agent for the
development where you are a leaseholder or freeholder we collect the following
personal information when you provide it to us:
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, next of kin details, bank details and
contact details for your tenant if applicable. For RMC directors – date of
birth, nationality, occupation The provision of the above information is
required from you to enable us to perform our contract as managing agent. We
will inform you at the point of collecting information from you, whether you are
required to provide the information to us.
4. THE PERSONAL INFORMATION WE COLLECT AND USE: INFORMATION COLLECTED FROM OTHER
SOURCES
We also obtain personal information from other sources as follows:
• Ownership, mortgage & charge details from the Land Registry
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, next of kin details, bank details. For
RMC directors – date of birth, Nationality, Occupation from previous managing
agents
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, bank details from solicitors upon
purchase of the property we manage
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, bank details, date of birth,
occupation, dependent children, other dependents, household information,
earnings, benefits & tax credit, pensions, other income, monthly outgoings on:
home and contents, utilities, water, care & health costs, transport & travel,
pensions & insurance, professional costs, other essential costs, communications
& leisure, food & housekeeping, personal costs & any other debts from the High
Court Enforcement agents, only whilst pursuing arrears.
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, next of kin details, bank details from
ground landlords
• Name, contact details, address, property address, home and mobile telephone
numbers, email address, mortgage details, next of kin details, bank details from
developers
• A CCTV system may monitor parts of the Homestead building. This data is
recorded and retained for 14 days
5. HOW WE USE YOUR PERSONAL INFORMATION
We will typically collect and use this information for the following purposes:
• For the performance of a contract you have with our client and pursuant to
which we are appointed as their agent.
(and/or)
• For the purposes of our legitimate interests or those of a third party, but
only if these are not overridden by your interests, rights or freedoms.
We seek to ensure that our information collection and processing is always
proportionate. We will notify you of any material changes to information we
collect or to the purposes for which we collect and process it.
6. WHO WE SHARE YOUR PERSONAL INF
• Name
• Address
• Property address
• Telephone number home/mobile
• Debt information
• Email address
• Mortgage details
• Next of Kin details
• Bank details
• Contact details for your tenant (if applicable)
• RMC director information of date of birth, occupation, nationality
This personal information may be shared with the following categories of
recipients:
• New managing agents
• Solicitors
• High Court Enforcement Agency
• Contractors
• Accounting software used to process invoices
This data sharing enables us to perform our contract as managing agent. Some of
those third party recipients may be based outside the European Economic Area —
for further information including on how we safeguard your personal data when
this occurs, see ‘Transfer of your information out of the EEA’.
We will share personal information with law enforcement or other authorities if
required by applicable law.
We will not share your personal information with any other third party.
7. WHERE YOUR PERSONAL INFORMATION MAY BE HELD
Information may be held at our offices and those of our group companies, and
third party agencies, service providers, representatives and agents as described
above.
We have security measures in place to seek to ensure that there is appropriate
security for information we hold including those measures detailed in our GDPR
data protection policy.
8. HOW LONG YOUR PERSONAL INFORMATION WILL BE KEPT
The length of time we retain all the personal information listed above is
determined by a number of factors including the purpose for which we use that
information and our obligations under other laws.
We may need your personal information to establish, bring or defend legal
claims. For this purpose, we will always retain your personal information for 7
years after the date it is no longer needed by us for any of the purposes listed
under “How we use your personal information” above. The only exceptions to this
are where:
i) the law requires us to hold your personal information for a longer period, or
delete it sooner;
ii) you exercise your right to have the information erased (where it applies)
and we do not need to hold it in connection with any of the reasons permitted or
required under the law;
iii) we bring or defend a legal claim or other proceedings during the period we
retain your personal information, in which case we will retain your personal
information until those proceedings have concluded and no further appeals are
possible; or
iv) in limited cases, existing or future law or a court or regulator requires us
to keep your personal information for a longer or shorter period.
9. REASONS WE CAN COLLECT AND USE YOUR PERSONAL INFORMATION
We rely on contract as the lawful basis on which we collect and use your
personal data.
10. TRANSFER OF YOUR INFORMATION OUT OF THE EEA
We may transfer your personal information to the following which are located
outside the European Economic Area (EEA) as follows:
• USA in order to raise invoices containing your name, address and property
address for specific charges
This country does not have the same data protection laws as the United Kingdom
and EEA. Whilst the European Commission has not given a formal decision that the
USA provides an adequate level of data protection similar to those which apply
in the United Kingdom and EEA, any transfer of your personal information will be
subject to the EU-US Privacy Shield as permitted under Article 46 of the General
Data Protection Regulation that are designed to help safeguard your privacy
rights and give you remedies in the unlikely event of a misuse of your personal
information. To obtain a copy of the EU-US Privacy Shield
https://www.privacyshield.gov/welcome If you would like further information
please contact us (see ‘How to contact us’ below). We will not otherwise
transfer your personal data outside of the United Kingdom or to any other
organisation (or subordinate bodies) governed by public international law or
which is set up under any agreement between two or more countries.
11. YOUR RIGHTS
Under the General Data Protection Regulation you have a number of important
rights free of charge. In summary, those include rights to:
• fair processing of information and transparency over how we use your use
personal information
• access to your personal information and to certain other supplementary
information that this Privacy Notice is already designed to address
• require us to correct any mistakes in your information which we hold
• request the erasure of personal information concerning you in certain
situations
• receive the personal information concerning you which you have provided to us,
in a structured, commonly used and machine-readable format and have the right to
transmit those data to a third party in certain situations
• object at any time to processing of personal information concerning you for
direct marketing
• object to decisions being taken by automated means which produce legal effects
concerning you or similarly significantly affect you
• object in certain other situations to our continued processing of your
personal information
• otherwise restrict our processing of your personal information in certain
circumstances
• claim compensation for damages caused by our breach of any data protection
laws
For further information on each of those rights, including the circumstances in
which they apply, see the Guidance from the UK Information Commissioner’s Office
(ICO) on individuals rights under the General Data Protection Regulation.
If you would like to exercise any of those rights, please:
• email, call or write to us
• let us have enough information to identify you
• let us have proof of your identity and address (a copy of your driving licence
or passport and a recent utility or credit card bill), and
• let us know the information to which your request relates, including any
account or reference numbers, if you have them
12. KEEPING YOUR PERSONAL INFORMATION SECURE
We have appropriate security measures in place to prevent personal information
from being accidentally lost, or used or accessed in an unauthorised way. We
limit access to your personal information to those who have a genuine business
need to know it. Those processing your information will do so only in an
authorised manner and are subject to a duty of confidentiality. We also have
procedures in place to deal with any suspected data security breach. We will
notify you and any applicable regulator of a suspected data security breach
where we are legally required to do so.
13. HOW TO COMPLAIN
We hope that we can resolve any query or concern you raise about our use of your
information. The General Data Protection Regulation also gives you right to
lodge a complaint with a supervisory authority, in particular in the European
Union (or European Economic Area) state where you work, normally live or where
any alleged infringement of data protection laws occurred. The supervisory
authority in the UK is the Information Commissioner who may be contacted at
https://ico.org.uk/concerns/ or telephone: 0303 123 1113.
14. CHANGES TO THIS PRIVACY NOTICE
This privacy notice was published on 25 May 2018 and last updated on 22 May
2018.
We may change this privacy notice from time to time, and when we do, we will
inform you.
15. HOW TO CONTACT US
Write to us:
Homestead Consultancy Services Ltd
29 St Annes Road West
Lytham St Annes
FY8 1SB
Email us: enquiries@homesteadcsl.co.uk
Call us: 01253 640040
Close
HOMESTEAD CONSULTANCY CLIENT MONEY HANDLING PROCEDURE
COMPLIANCE
The whole of this document is to be taken as Homestead Consultancy Services Ltd
written procedures for handling Client Money in accordance with the RICS Rules
of Conduct. These written procedures are set forth to ensure compliance with:
* The RICS Rules of Conduct for Firms.
* The RICS Client Money Protection Scheme for Property agents
* The RICS Client Money Handling 1st edition published in October 2019
* Any other regulations and statutory requirements as necessary, and to
maintain best practice.
As a Member of the RICS Client Money Protection Scheme for Property Agents, we
adhere to the RICS Rules of Conduct for Firms; The RICS Client Money Protection
Scheme; and any other regulations in place by using the following procedures:
* 1.1 All client money is held in separate client money accounts under our
exclusive control, with a bank authorised by the relevant banking regulatory
body.
* 1.2 As a Scheme Member, we:
* 1.21 Maintain one or more Client Money Accounts into which all Client Money
is paid.
* 1.23 Ensure that Client Money Accounts are designated as such and easily
distinguished from other accounts.
* 1.24 Advise clients of Client Money to be held in a Client Money Account
together with the details of that account.
* 1.25 Confirm in writing with the bank with which we hold a Client Money
Account that the bank acknowledges that monies in the Client Money Account
must not be combined with, or transferred to, any other account maintained
by the firm, and the bank shall not be entitled to exercise any right of
set off or counterclaim against money in that Client Money Account in
respect of any sum owed to it in respect of any of the Firm’s other
accounts.
* 1.26 Keep records and accounts which show all dealings with Client Money
and demonstrate that all Client Money held by the Firm is held in a Client
Money Account.
* 1.3 As regards handling Client Money, we:
* 1.31 Have written procedures for handling Client Money, which comply with
any RICS requirement to which Rule 7.4 refers.
* 1.32 Provide a copy of our procedures for handling Client Money to any
person who may reasonably require a copy, free of charge.
* 1.33 Keep records and accounts that show all dealings with Client Money.
* 1.34 Repay any Client Money, including where feasible any interest earned,
without delay if there is no longer any requirement to retain that money or
the relevant client requests it; and
* 1.35 Hold and maintain professional indemnity insurance cover that is
appropriate for the Firm’s size, income, type of work and the amount of
Client Money held.
DONATIONS TO CHARITY
In the event that Homestead Consultancy Services Ltd receive surplus client
money in a client account, we follow best practice and enact the following
procedures:
* 1. Ensure that all efforts are made to trace the clients or owners of the
money.
* 2. Hold the surplus money in a client suspense ledger.
* 3. Hold surplus money for at least three years.
If, after three years, the client or owner of the money has not been found and
no true claimants to the money have come forward, in accordance with RICS
guidance, it will be donated to a registered charity. A receipt will be obtained
for this transaction so should a true claimant come forward to collect the money
it can be made available to them. We will request that the receiving charity
should offer an indemnity to enable the Firm to recover a donation in the event
of a claim.
GENERAL CONTROLS
Homestead ensure that:
* Employees have clear segregation of duties and responsibilities and that a
Principal or appropriately qualified individual oversees the client
accounting function.
* It employs competent and knowledgeable staff who are responsible for
processing clients’ money and who are familiar with RICS Rules.
* Accounting systems and client data are securely controlled and protected.
* Computer systems are adequately protected for access, firewalls, back-ups and
disaster recovery.
* There is adequate cover for holiday and long-term absence.
* Principals cannot and do not override controls surrounding the accounting
system.
* All areas of the business apply the same level of controls in relation to the
client accounting function.
CLIENT BANK ACCOUNTS
Homestead ensure that:
* We hold clients’ money in one or more client bank accounts separate from all
other Client money
* The bank account is correctly titled to include the name of the Firm and the
word “client” to distinguish the account from an office or any other account.
* We advise clients in writing of the bank account details (account name and
name and address of the bank) and agree the terms of the account handling,
including arrangements for interest and bank charges.
* We have written to the client detailing our procedures in respect of the
retention of interest.
CLIENT ACCOUNTING SYSTEMS AND CONTROLS
Homestead ensure that:
* Accounting records and systems are appropriate to the nature and volumes of
client account transactions.
* Systems provide details of all money received into and paid from all client
accounts and show a running balance of all client money held in that account.
* Systems identify all receipts and payments to the client to which they
relate, for example by means of client ledgers showing cash balances held on
behalf of clients at all times.
* Accounting records are completed chronologically and promptly.
* All ledgers have the client name and an appropriate description, e.g. the
property address.
* Overdrawn balances on client ledgers are prevented by the systems or controls
in place and where they do occur are investigated and rectified immediately.
* Adequate controls are in place over unidentified client money to ensure that
such funds are kept securely. The client should be located and reimbursed as
soon as possible; such funds held for more than three years may be donated to
a registered charity.
* A central list of client bank accounts is maintained including dates of
opening and closing of accounts.
* Clients can request information on monies on accounts for them that is held
at any time and these complete records are sent upon request. For client
accounts the monthly reconciliations should agree with the cash book or
system balances to bank statement balances, and client ledger balances and
the total of the balances (for general client account) and include a full
list of:
* Dated unpresented cheques.
* Dated outstanding deposits.
* Details of any other reconciling items.
* System reports supporting reconciliation figures as appropriate.
* Reconciliations should not include regularly occurring adjustments or
reconciling items more than three months old, except for unpresented cheques
which should be no more than six months old.
* Reconciliations are reviewed and signed off by a Principal or an appropriate
independent senior member of staff.
* Client accounting records, including copies of reconciliations, are securely
kept for at least six years plus the current year.
CONTROLS OVER THE RECEIPT OF CLIENT MONEY
Homestead ensures that:
* Only a Principal or appropriate staff independent of accounting staff open
incoming post.
* Procedures exist to ensure all clients’ money is banked within three working
days.
* All cheques received by post or by hand are promptly recorded.
* Procedures exist to identify and distinguish between clients’ and the Firm’s
money.
* If received, mixed monies are initially paid into a client account and the
office element paid to the office account when the receipt has cleared the
bank.
* Unbanked client money receipts are kept securely in a locked cabinet
.
CONTROLS OVER THE PAYMENT OF CLIENT MONEY
Homestead ensures that:
* Checks are made to ensure that sufficient funds are held on behalf of the
relevant client before payments are made.
* Adequate authorisation and supervision procedures are in place for payments
made by cheque, bank transfer and electronic methods.
* All payment requests have supporting evidence and that documentation has been
authorised in advance by an appropriate person.
* Blank cheques are not signed, and unused cheques are kept securely.
* Effective controls are in place over the setting up of a new supplier
accounts on the system.
* Cash payments are avoided where possible.
CONTROLS OVER UNIDENTIFIED FUNDS
Homestead ensures that:
* Checks are made to ensure that all monies received are allocated swiftly and
correctly upon receipt.
* Should funds not be identified swiftly, the person dealing with the client
where monies have been received from will investigate with them directly as
to what the funds are for.
* Should funds be unidentified, they will be returned through the banking
system (or cheque) to the person who made the initial payment.
* Full records of any unidentified funds are kept and reviewed by a senior
member of staff.
* All action taken to identify funds are recorded within the system so that a
full audit trail is kept.
* After a three year period, should funds still not be identified, these will
be paid to a registered charity and an indemnity will be obtained.
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UNREASONABLE BEHAVIOUR POLICY
It is the purpose of our roles to deliver an exceptional customer service to all
our customers, whether that be residents, leaseholders, or clients. We
understand that managing people’s homes requires dealing with customers and that
have an emotional investment and this can sometimes cause distress and make
dealing with customers difficult. We are prepared and have tools to enable us to
ease such conversations and provide effective resolutions to these problems.
Occasionally however, there may be instances when we deal with an individual
whose behaviour is considered unreasonable. We have a duty to ensure that our
staff are properly protected, in accordance with our health and safety
obligations and our general responsibility to safeguard their welfare. We do not
expect our staff to tolerate unreasonable behaviour.
WHAT IS UNREASONABLE BEHAVIOUR?
Unreasonable behaviour is any behaviour that is deemed unacceptable, the various
forms of which are detailed below. We do not view behaviour as unreasonable just
because a person is forceful or determined. However, we do consider behaviour
that results in unreasonable demands of our staff, or unreasonably distresses
our staff, to be unacceptable.
Wherever possible, we will give the person the opportunity to change their
behaviour or action before a decision is taken. In the event that action needs
to be taken to deal with unreasonable behaviour, we will make a detailed note of
events, including the unreasonable behaviour and any action taken to mitigate
it. This will be recorded in a central register and will be done as soon as
possible after the event. We may choose to record phone calls to company phones.
When this is the case, we will give clear and subsequent reminders.
FORMS OF UNREASONABLE BEHAVIOUR
We deem the following behaviour to be unacceptable when liaising with our staff:
* Being unreasonably persistent – for example, ringing frequently to raise
points already addressed, sending voluminous repetitive or irrelevant emails
or letters; (Note that there is no set period for being unreasonably
persistent as the nature of the persistence will inevitably vary. However,
depending on the circumstances, we will consider whether a person is being
unreasonably persistent by assessing the frequency of persistence over a
period of 3,6 and 12 months)
* Rudeness – swearing (generally or directed at a member of staff), persistent
interruption, name calling or general discourtesy.
* Anger – in volume or tone of voice, such as shouting.
* Aggressive behaviour – threats of physical harm to person(s) or property;
behaviour which indicates that physical harm to person(s) or property is
imminent or actual physical aggression.
* Insulting or disparaging remarks or comments – especially on the grounds of
an individual’s sex, martial status, sexual orientation, disability, race,
colour, national or ethnic origin, religion, belief or age.
* Inflammatory remarks or personal remarks directed at staff.
* These are examples and not a definitive list of unacceptable behaviours.
There are other behaviours not included in the above which may constitute
unacceptable behaviour.
DEALING WITH UNREASONABLE BEHAVIOUR
We may choose to deal with unreasonable behaviour by any of the following means:
* Call Termination – Where a person behaves unreasonably during a telephone
call to a member of staff, we will ask them to change their behaviour. If
they persist in behaving unreasonably, we will warn that we will terminate
the call. If they persist further, we will follow that through. The staff
member who terminates the call may report this to a senior figure within the
company, and a written note of the telephone conversation will be made and
logged.
* PLimiting Contact – Where a person is unreasonably persistent, for example by
telephoning us several times a day for a number of days in succession, or by
sending us voluminous emails or letters, we will ask them to reduce their
contact with the office to that which is absolutely essential. If our request
is ignored, we will take steps to limit their contact with the office. Such
steps might include requiring contact in a particular form – for example by
letter only; requiring telephone contact on specified days or at specified
times; or insisting that contact is only made with specific staff members (s)
or through a third party to contact us on the person’s behalf.
* Terminating Contact – In exceptional circumstances, we may refuse to have
further cotnact with individuals who are unreasonably persistent or abusive.
Where we put limitations on contact with the office, this will be sanctioned
by a senior figure within the company.
* Informing the Authorities – Where we receive threats against individual staff
members/voluntary advisers or office property, immediate action may be taken
including informing the police or other emergency services.
Through the above measures, we have taken steps to recognise and safeguard our
staff from unreasonable behaviour.
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| FY8 1SB
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