Managed Relationship Policy

1.1 The policy outlines Stonewater’s approach to relationships with customers who require additional support or intervention. This includes Stonewater’s approach to preventing and managing unacceptable behaviour towards our colleagues or anyone working on our behalf.

2.1 This policy applies to all customers, all members of their household, and visitors to their home.

2.2 This policy also applies to prospective customers and former customers.

2.3 The objective of this policy is to foster respectful relationships between customers, colleagues, and our partners. To make sure our colleagues are protected when undertaking their responsibilities and to support ongoing engagement with our customers.

• Anti-social Behaviour Act 2003,

• Anti-social Behaviour, Crime and Policing Act 2014

• Care Act 2014

• Crime and Disorder Act 1998

• Crime and Policing Act 2026 (subject to commencement and implementation guidance for relevant provisions)

• Equality Act 2010

• Data Protection Act 2018 and UK GDPR

• Health and Safety at Work Act 1974

• Housing Acts 1985, 1988, 1996

• Human Rights Act 1998

• Mental Capacity Act 2005

• Protection from Harassment Act 1997

• Regulator of Social Housing Consumer Standards 2024

• Safeguarding Vulnerable Groups Act 2006

• Social Housing (Regulation) Act 2023

• Worker Protection Act (Amendment of Equality Act 2010) 2023

4.1 We aim to build positive relationships with our customers, founded on mutual respect. This policy aims to protect all parties, particularly in cases where a positive relationship has broken down.

4.2 In cases of unacceptable behaviour, we will try to de-escalate first where it is safe and appropriate to do so. This may include explaining the impact of the behaviour; agreeing clear expectations, exploring support options, making reasonable adjustments or considering mediation.

4.3 Examples of unacceptable behaviour include but are not limited to:

• Persistent unreasonable contact, which does not allow time for colleagues to adequately respond or impacts a colleague's ability to perform their other responsibilities. This may include repeatedly raising an issue which has already been responded to.

• Aggressive or abusive behaviour, this includes threats, violence, discriminatory language, and personal insults.

• Unreasonable demands which may include same day responses, requests for specific members of staff, or demands which are outside of our service offer.

• Being uncooperative or obstructive, this includes obstructing access, making repeated and/or nuisance reports, or repeatedly making false reports about neighbours.

• Harassment including following colleagues outside of work, contacting colleagues personally on social media, posting details of colleagues on social media, or making unwanted sexual comments or advances.

4.4 Unacceptable behaviour does not include customers reasonably following up on unresolved issues, making a complaint, challenging a decision, or expressing dissatisfaction in an appropriate way.

4.5 Where unacceptable behaviour continues, if serious, or presents an immediate risk, we may take proportionate action. The action chosen will be based on the nature, frequency, severity, impact, and risk of the behaviour.

4.6  Actions may include:

• Clearly communicate feedback and ask the customer to change their behaviour.

• Limit communication channels or frequency of contact.

• Restrict home visits or other in-person contact.

• Appointing a single point of contact.

• Take legal or tenancy enforcement action where necessary.

• Reporting incidents to the police and/or other agencies.

• Pause or end contact that is abusive, threatening, discriminatory or unsafe.

4.7  When such measures are implemented, we will tell the customer what restriction has been applied, the reasons for it, what behaviour needs to change, how long the restriction will last, when it will be reviewed, and how the customer can appeal.

4.8 All restrictions will be for the shortest possible period and will be reviewed regularly to make sure they remain necessary, proportionate, and relevant. We will maintain clear records of our decision making, the evidence considered, any reasonable adjustments explored and the outcome of reviews.

4.9 Restrictions will normally be approved by a manager and will not be used as a substitute for responding to service failure, complaints, safeguarding concerns, or requests for reasonable adjustments.

4.10 Wherever possible, Stonewater will seek to avoid restricting access to services. However, this may be required to reduce risk to our colleagues or partners.

4.11 Where access to services is restricted, Stonewater will still work to fulfil our legal responsibilities, including compliance checks and emergency repairs.

4.12 Customers can challenge restrictions placed on them through an appeal.

4.13 Appeals must be made within 10 working days of the customer being notified of the restriction. Customers may provide evidence to support their appeal and may ask for reasonable adjustments to help them take part in the appeal process.

4.14 Upon receiving an appeal, a manager who has not been involved with the case will review the decision, the evidence relied on, any reasonable adjustments considered, and whether the restriction remains proportionate.

4.15 The outcome of the review will be provided to the customer in writing. We aim to provide outcomes of reviews to customers within 15 working days of receiving the appeal.

5.1 We will monitor the use of this policy to make sure restrictions are applied consistently, fairly and proportionately.

5.2 This may include reviewing the number and type of restrictions applied, review and appeal outcomes, complaints linked to the policy, equality and vulnerability considerations, and any learning identified from cases.

5.3 Findings will be reported through the appropriate governance route.

6.1 This policy requires colleagues to consider personal circumstances, including disability, mental health condition, trauma, communication needs, vulnerability, and characteristics protected under the Equality Act 2010, before deciding whether restrictions are appropriate.

6.2 This policy aims to protect colleagues and contracting partners from abuse, harassment, discrimination, and unsafe behaviour while maintaining fair access to services for customers.