Thursday, 24 May 2012

intimidated by tenant

Posted in: Need to Know | Ask the Experts

07/07/2010 5:28 pm

Hayley M

Hayley M

Posts: 1

I frequently have to work with a tenant who has got a serious problem with me personally. I don't know what I've done to upset them, but they've taken a dislike to me and can be very verbally abusive. This tenant is known for causing anti-social behaviour in their block - everytime I know I have to go and deal with I get extremely nearvous. I normally have a very thick skin but this person seriously intimidates me. Should I talk to my manager? I'm concerned he will think I'm weak.

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Joe Halewood

Joe Halewood

Posts: 243

07/07/2010 7:28 pm

Yes you should immediately inform your manager and just as you inform tenants to keep diaries (asb etc) and keep contemporaneous notes, you should do the same. 

It is also common practice for any tenant that has been abusive in the past to have a 'red flag' on their notes - ie that HOs dont go out singularly but in pairs - Im sure your landlord will have a lone worker policy that is written specifically for such situations.

In terms of being seen as 'weak' while i understand where you are coming from, verbal assaulot is still assault and doing nothing about it could potentially see you disciplined fro puttign yourself at risk under H&S policy.  Yes that sounds bizarre but i have known cases where such measures have been taken against staff as withholding the dangers put them and others (staff and tenants at risk).

Finally the importance of taking contemporaneous notes of any similar situations protects you, other staff and tenants too.

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philipjohn001

philipjohn001

Posts: 30

07/07/2010 11:54 pm

I absolutly agree with Joe on this one - you should speak to your manager as a matter of urgency. You may not be the only one this tenant is intimidating.

Whatever organisation you work for should have in place a zero tolerance policy towards anyone who abuses or harrasses staff, visitors or residents. If you're still unsure about talking with your manager speak to someone in your HR team - they will help you.

I would also agree with Joe about taking down a note every time it happens and then handing a copy to your manager or HR rep. They will take action I'm sure of it.

Hope that helps

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kass

kass

Posts: 629

08/07/2010 8:36 am

I expect you have been trained to work with tenants.  so I am very surprised that your training did not include a situation like yours. And if you did not have such training is it extremely irresponsible for your organisation to have you working with tenants. 

If you had no training in this, you should ask your organisation to run a course for you and other staff feeling like you do at your organisations so that next time you would know how to go about it.

I also would consider contacting your union and ask their advice whether it is right for your to work in this situation without prior training given.

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kerry livermore

kerry livermore

Posts: 2

08/07/2010 9:48 am

Your manager has a legal responsibility to protect you from harassment both from staff and from tenants. He also has a responsibility not to place you in a stressful environment when this is brought to his attention.

You seem to be thinking that you are in some way responsible but than is a common feeling for those being bullied. Take Joe's advice, put it in writing to your manager and copy HR in.

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Amelia Nixon

Amelia Nixon

Posts: 37

08/07/2010 11:58 am

before you get the big guns out, why don't you try mediation and then you will be able to open up communication instead of closing it down- has to be better than endless legal solutions and counter accusations. A peacefull solution for all concerned.Ask your HA to provide this and if they won't, and foolish they would be not to, you could contact ACAS who I beleive do excellent work in this area for both employers and employees. You can contact this service anyway and they will advise you.Or pyoucompany has this service available already for staff? It is a horrible situation and you have my sympathy.

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tags Accountability, advice, affordable housing, Allocations, antisocial tenant, arrears, Best Practice, care and support, careers, comment, complaint, council, councils, discrimination, discussion, eviction, HA renting, help, homelessness prevention, Housing, housing association, housing associations, housing policy, rent, urgent

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