Communication is key for property management to work successfully. We really value the opinions of our clients and lessees, and appreciate their input when something is not quite right. We understand that we are often dealing with concerns about people’s homes, and that this emotional investment may cause our customers to feel a certain level of distress. However, it is also important that we protect our staff from abuse.
Earlier this year, ARMA and IRPM teamed up to conduct their Industry Wellbeing Survey Report, in order to find out what the pressure points were for professionals in the industry. In response to the data that they collected during this survey, we are pleased to see that ARMA and IRPM have created their new Unreasonable Behaviour Policy to highlight unreasonable forms of behaviour and set a framework for dealing with policy infringements when they arise. In order to safeguard our staff, we have therefore agreed to support and implement this policy.
By supporting the Unreasonable Behaviour Policy, we are establishing clear guidelines to safeguard Rendall & Rittner staff. The policy is designed to prevent our staff experiencing unreasonable distress at work, and to ensure that they are not expected to meet unreasonable demands. We ask that our customers treat our staff with respect, and will not tolerate rude, aggressive or insulting behaviour. Although we always provide an opportunity for the customer to change their unreasonable behaviour before taking action, this policy also highlights that our staff will terminate phone calls, limit contact and/or inform the relevant authorities when necessary.
If you would like to find out more about the ARMA & IRPM Unreasonable Behaviour Policy, please click here: https://irpm.org.uk/news-articles/industry-wellbeing-survey-report/
Posted: 27 August 2021
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