Unreasonable Behaviour Policy

Amanah Asset Management is committed to providing a professional, fair, and respectful service to all clients, residents, leaseholders, and stakeholders. We aim to resolve enquiries, concerns, and complaints in a constructive and cooperative manner.

The purpose of this policy is to:

• Protect our staff, contractors, and representatives from unreasonable behaviour
• Ensure that communication remains respectful and productive
• Set clear expectations for how we engage with customers and third parties
• Allow us to continue delivering services effectively and fairly to all clients

This policy applies only in exceptional circumstances and is not intended to prevent legitimate concerns or complaints from being raised.

Unreasonable behaviour refers to actions or communication that, due to their nature or frequency, significantly hinder our ability to provide services or engage fairly and professionally.

This may include behaviour that:

• Is aggressive, abusive, or threatening
• Causes distress, harassment, or undue pressure on staff
• Is excessive, repetitive, or disproportionate in nature
• Disrupts normal service delivery

We recognise that individuals may feel frustrated or upset at times; however, such feelings must be expressed in a respectful and reasonable manner.

Examples of unreasonable behaviour may include, but are not limited to:

• Abusive, offensive, or discriminatory language (written or verbal)
• Threatening behaviour, intimidation, or harassment
• Excessive or repeated contact about the same issue without new information
• Refusal to accept a reasonable explanation or outcome after it has been clearly provided
• Unreasonable demands for immediate responses or actions
• Persistent complaints that are vexatious or without merit
• Recording staff without consent or publishing misleading information

This list is not exhaustive and each situation will be assessed on its individual circumstances.

Where behaviour is considered unreasonable, Amanah Asset Management may take proportionate steps to manage the situation, which may include:

• Setting clear boundaries for future communication
• Requesting that contact be made in writing only
• Limiting the frequency or method of contact
• Ending telephone calls or meetings if behaviour becomes inappropriate
• Refusing to respond to communications that are abusive or repetitive
• Appointing a single point of contact for future correspondence

In extreme cases, we may suspend engagement or seek external advice where staff safety or wellbeing is at risk. Further immediate action may be taken including informing the police or other emergency services.

Any action taken under this policy will be:

• Fair
• Proportionate
• Documented
• Reviewed periodically

This policy will not affect an individual’s statutory rights or access to independent  redress schemes.

This policy is reviewed regularly to ensure it remains appropriate, proportionate, and in line with best practice.