Respectful Behaviour Policy

Our commitment

Goadsby is committed to providing a safe and respectful working environment for all of our colleagues.

Our colleagues deal every day with buyers, sellers, landlords, tenants, contractors, suppliers and other members of the public. We recognise that property transactions and property management matters can sometimes be stressful or involve disagreement.

However, we will not tolerate abusive, threatening, intimidating, discriminatory, harassing or otherwise unacceptable behaviour towards our colleagues or other people connected with our business.

This policy applies to all third parties who communicate or interact with Goadsby, including customers, prospective customers, purchasers, sellers, landlords, tenants, contractors, suppliers, professional advisers and members of the public.

Behaviour we will not accept

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

  • shouting, swearing or using abusive, insulting or offensive language towards a colleague;
  • personal insults, derogatory comments, ridicule or belittling of an individual;
  • threatening or intimidating behaviour, whether in person, by telephone, in writing or online;
  • threats of violence, damage to property or other retaliation;
  • aggressive or intimidating behaviour during meetings, property visits or appointments;
  • harassment or unwanted conduct relating to a person's sex, race, age, disability, religion or belief, sexual orientation, gender reassignment or any other protected characteristic;
  • sexual harassment or unwanted sexual comments, advances, communications or conduct;
  • comments or behaviour relating to a colleague's personal appearance, characteristics or private life which are offensive or unwelcome;
  • unnecessarily repeatedly contacting or pursuing an individual colleague after a matter has been addressed or a reasonable response has been provided;
  • deliberately targeting an individual colleague with persistent or unreasonable communications;
  • making excessive or unreasonable demands of a colleague, particularly where this involves unreasonable timescales or repeated requests for the same information;
  • abusive or offensive communications through email, social media, messaging services or other online platforms; and
  • any other conduct which has the purpose or effect of intimidating, humiliating, threatening, degrading or causing distress to a colleague.

The examples above are not exhaustive.

Unacceptable behaviour can be a single incident or a pattern of behaviour. It does not have to take place face-to-face and may occur by telephone, email, written correspondence, social media or other forms of communication.

How we will respond

Where behaviour is considered unacceptable, Goadsby may take proportionate action depending on the circumstances.

This may include:

  • asking the person to stop the behaviour;
  • ending a telephone call, meeting or appointment;
  • asking the person to leave the premises;
  • asking that future communications are made in writing;
  • limiting the frequency or method of contact;
  • directing communications through a nominated member of staff or manager;
  • restricting access to a Goadsby office or requiring appointments to be arranged in advance;
  • requiring that a colleague is not contacted directly;
  • declining to communicate through particular channels where they have been misused; and
  • in serious cases, terminating or declining to provide services.

Where appropriate, incidents may be recorded and referred to a senior manager or other relevant person within Goadsby.

Threats of violence, physical assault, stalking, criminal damage or other potentially criminal behaviour may be reported to the police.

Nothing in this policy prevents Goadsby from taking any other action that may be appropriate in the circumstances.

Contractors and suppliers

Contractors, suppliers and other service providers working with or on behalf of Goadsby are also expected to ensure that their employees, representatives and subcontractors behave respectfully towards Goadsby colleagues, customers and other persons encountered in connection with their work.

Goadsby's contractors and suppliers may be subject to additional contractual requirements concerning behaviour and conduct.

Protection of colleagues

Goadsby expects all colleagues to report incidents of unacceptable behaviour and will take appropriate steps to support colleagues who experience harassment, bullying, threats or other unacceptable behaviour in connection with their work.

We will take appropriate action where a colleague is subjected to harassment, sexual harassment, bullying or victimisation by a third party.

You are entitled to deal with Goadsby, but you are expected to behave professionally and respectfully towards our people. If you do not, Goadsby may take appropriate action.