Conduct Policy

X1 is committed to providing a professional, fair, and efficient service to all customers, including tenants, landlords, applicants, contractors, and other stakeholders. In return, we expect that our staff are treated with respect, dignity, and courtesy.

In the minority of cases where individuals behave unacceptably or make unreasonable demands on our service, we may refer to this policy.

Definition of Unacceptable Behaviour

We understand that from time to time, customers may have justifiable concerns relating to the service they have received. This policy is not intended to prevent legitimate complaints from being raised—which may be done via our formal complaints process—but to ensure that even where frustrations may be present, our staff are not subjected to unacceptable or unreasonable behaviour or demands on our service.

Unreasonable or unacceptable behaviour can include, but is not limited to:

• Aggressive or abusive behaviour: Including swearing, shouting, persistent interruption, threats of physical harm or violence, insults or personal attacks, sexually harassing remarks, or innuendo.

• Discriminatory behaviour: Including derogatory remarks based on, or refusal to deal with a particular staff member due to, a protected characteristic (such as age, race, gender, religion, sexual orientation, or disability).

• Unreasonably frequent contact: Including multiple emails or phone calls within a short timeframe without allowing us enough time to respond to previous correspondence.

• Unreasonable timeframes: Requesting responses or call-backs within unreasonable or immediate timeframes.

• Irrelevant correspondence: Sending large volumes of irrelevant or repetitive correspondence.

• Inappropriate staff demands: Insisting on speaking to a particular member of staff who is unavailable or not the appropriate person.

• Persistent challenging: Persistently challenging processes, timescales, decisions made, or explanations given by X1 relating to the services we provide.

• Scattergun approach: Pursuing parallel complaints about the same issue with different members of staff.

Management of Unacceptable Behaviour

Staff are briefed on this policy and where an individual’s behaviour is deemed to be unreasonable or unacceptable, they may take action to resolve this, such as terminating calls. In these instances, individuals will be warned before this action is taken.

Where unreasonable or unacceptable behaviour is persistent, the situation will be reviewed by a member of management who may take necessary steps to restrict communications. This may include, but is not limited to:

• Requesting communication in a particular form only (e.g., in writing).

• Limiting or restricting contact to specific staff members.

• Refusal to engage on issues that have already received a final response.

• Asking that future contact is made via a third party.

Restrictions will be proportionate to the behaviour and take into account the impact on the individual—including consideration of any known vulnerabilities or needs for reasonable adjustments—as well as the impact on staff wellbeing and business resources. Restrictions may be reviewed periodically and lifted where appropriate.

Extreme Cases and Escalation

Where behaviour is so extreme that it may constitute a criminal offence, or represents an immediate threat to the safety of our staff, a referral to the police may be made or legal action taken without prior warning.

In limited cases and at the discretion of senior management, we reserve the right to implement permanent bans on communications and/or the use of our services.

Equality, Diversity & Inclusion Policy

X1 Property Management is committed to promoting equality of opportunity, tackling discrimination and valuing the diversity of both our staff, clients and the communities we serve.

The policy is based on the legal requirements to comply with the Equality Act 2010 and the anti-discrimination legislation protecting people from being discriminated against on the grounds of their:

• Age

• Disability

• Gender reassignment

• Marriage and civil partnership

• Pregnancy and maternity

• Race

• Religion or belief

• Sex

• Sexual orientation

X1 Property Management wishes to create and sustain an organisational culture which values people from all sections of the community and the contribution each individual can make to X1 Property Management work.

X1 Property Management is committed to promoting equality throughout the organisation and requires all staff, and partners to participate fully in achieving our aims.

X1 Property Management will ensure appropriate training, guidance and advice are provided to meet these aims and commitment.

Policy

The policy provides a framework for monitoring performance and achieving best practice across the organisation in all business areas including employment, service provision and governance.

X1 Property Management will ensure equality and welcome diversity in all aspects of employment policy and practice including:

• Recruitment and selection

• Training and development

• Consultation and participation

• Pay and benefits / pensions and benefits

• Grievance and employee welfare

• Appraisal and promotion

• Membership of a recognised trade union

• Non-members of a trade union

Our commitments

Through effective governance and management we are committed to:

• Promoting equality, diversity and social inclusion amongst our clients, staff, and partners and all those we work with;

• Challenging and eradicating discrimination wherever we encounter it on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation;

• Treating everyone with dignity and respect at all times;

• Providing responsive and accessible services that meet individual needs;

• Reviewing and auditing our equality, diversity and inclusion activities;

• Ensuring we keep our approach up to date with changes in society, legislation and regulation.

We take seriously our legal duty to provide all our services and employment opportunities fairly and without discrimination, and we keep to all relevant codes of practice.

Meeting our commitments

Our Services

We meet these commitments by:

• Promoting an environment that provides all our clients a service free of discrimination and prejudice;

• Removing any barriers that limit access to services and where possible tailor service delivery to meet individual needs;

• Providing accessible information and a variety of ways in which our customers can have their say on all our services;

• Building on good practice.

Our Staff

We meet these commitments by working towards:

• Being an inclusive employer;

• Positively valuing the contribution of staff;

• Challenging and eliminating all discrimination;

• Developing and promoting recruitment policies and practices that give everyone equal access to employment opportunities;

• Exercising zero tolerance of bullying and harassment, and ensuring that everyone knows about their rights of protection;

• Making sure that all managers and staff know and understand the purpose of this policy.

Monitoring and Reviewing

It is the responsibility of X1 to ensure that our equality, diversity and inclusion aims are kept under review and are implemented throughout X1 Property Management.

X1 Property Management has specific accountability for monitoring the implementation of this equality, diversity and inclusion policy.

The policy is reviewed every two years, and earlier in the event of significant social, legal or regulatory changes.