April 2024
De
p
tf
o
r
d
H
ous
i
ng
C
oop
e
r
a
t
i
v
e
U
n
r
ea
son
a
b
le
B
e
h
a
v
i
ou
r
P
o
li
cy
1. P
u
r
pos
e
The purpose of this Unreasonable Behaviour Policy is to define and address unreasonable
behaviour by members, residents, or guests within DHC, ensuring the well-being, safety,
and peaceful coexistence of all residents. This policy works in conjunction with the
Complaints Policy. It is guided in part by the Equality Act 2010.
2. De
f
i
n
i
t
i
on
Unreasonable Behaviour is any action, conduct, or behaviour that disrupts the
peaceful living environment, causes harm, distress, or inconvenience to other
members or residents, or breaches the coop’s rules.
3. S
cop
e
This policy applies to all members, residents, staff and guests residing, working and visiting
within DHC.
4. H
ow
DHC Vie
ws
U
n
r
ea
son
a
b
le
B
e
h
a
v
i
ou
r
Unreasonable behaviour may include but is not limited to the following;
4.1.
Agg
r
e
ss
i
v
e
o
r
a
bus
i
v
e
b
e
h
a
v
i
ou
r
i
nc
l
ud
i
ng
h
a
r
a
ssm
e
n
t
,
bu
ll
y
i
ng
,
o
r
i
n
t
i
m
i
d
a
t
i
on
o
f
f
ell
ow
m
e
mb
e
r
s
/
r
e
s
i
d
e
n
t
s
All acts of harassment, bullying and intimidation will be logged and investigated by the
Housing Manager in line with the Complaints Policy. Depending on severity, the Police may
be involved. Sanctions may include verbal warnings, written warnings or tenancy
enforcement action that could lead to eviction.
4.2.
Ac
t
s
o
f
P
hys
i
c
al Vi
o
le
nc
e
Any act of physical violence amongst residents or against staff will not be tolerated. All acts
of violence will be logged and reported to the police. A crime reference number must be
raised and recorded. An incident report will be created by the Housing Manager and the
crime reference number logged on the report. Any resident involved in physical violence will
receive an NTQ as a matter of course and this may result in tenancy enforcement action and
ultimately eviction. The decision to evict lies with the Management Committee only.
4.3 U
s
e
o
f
o
ff
e
ns
i
v
e, i
nsu
l
t
i
ng
,
d
e
r
og
a
t
o
r
y
,
p
a
tr
on
i
s
i
ng
o
r
d
i
sc
r
i
m
i
n
a
t
o
r
y
la
ngu
a
g
e
The housing manager will investigate reports of offensive, derogatory, patronising or
discriminatory language that is reported officially. The manager will aim to resolve issues
internally but may refer difficult or complex cases to the Management Committee for
advice and recommended action.
4.4. Da
m
a
g
e
t
o
p
r
op
e
rt
y
own
e
d
by
t
h
e C
oop
,
m
e
mb
e
r
s
,
o
r
r
e
s
i
d
e
n
t
s
Wilful damage by a resident to the Coops property will result in the resident being required
to rectify the damage or be recharged for its repair. A timeline will be provided by the
housing manager to rectify wilful damage, usually within 28 days. Unwilful/ accidental
damage will be repaired by the Coop. If wilful damage is repaired unsatisfactorily, it will then
be assigned to a contractor and recharged to the resident.
4.5. Vi
o
la
t
i
on
o
f
C
oop
r
u
le
s
/
r
e
gu
la
t
i
ons
The Housing Manager will investigate and act on any report of violation of Coop rules/
regulations. Depending on the severity of violation, the housing manager may seek
guidance from the Management committee. All cases of rule violation will be copied to the
Management Committee for information. If the violation is made by Coop staff and
reported to the Management Committee, they will determine an outcome/ sanction.
4.6. U
n
a
u
t
ho
r
i
s
e
d
sub
le
tt
i
ng
o
f
C
oop
p
r
op
e
rt
y
Any reported case of subletting of Coop property will be investigated in line with the Coops
subletting policy.
4.7. E
xc
e
ss
i
v
e
no
i
s
e
d
i
s
t
u
r
b
a
nc
e
c
a
us
i
ng
i
nconv
e
n
ie
nc
e
t
o
o
t
h
e
r
s
.
Noise nuisance is considered a breach of the Coop’s tenancy agreement conditions.
All cases of noise nuisance will be investigated by the housing manager. Assistance will be
sought from House Reps (for shared houses) and neighbouring members in all other
situations. The manager will endeavour to mediate a reasonable solution amongst
members. If a reasonable solution is not reached, the situation will be
escalated to
Lewisham’s Environmental Noise Team who will determine if the noise
is classified as
statutory. If determined as statutory noise, Lewisham have powers to serve an abatement
notice under Section 80 of the Environmental Protection Act. If this notice is breached,
prosecution or a fine up to £5,000 may be issued.
4.8. Vi
o
la
t
i
on
o
f
h
eal
t
h
a
nd
s
a
f
e
t
y
r
u
le
s
/ Di
s
r
up
t
i
ng
/ i
n
t
e
rf
e
r
i
ng
w
i
t
h
f
i
r
e
s
a
f
e
t
y
e
qu
i
pm
e
n
t
Any reported violation of health and safety rules/ disrupting or interfering with fire
safety equipment will be investigated by the housing manager and responded to
accordingly. Guidance will be sought from the Management Committee where
needed.
4.9. Fail
u
r
e
t
o
p
a
y
r
e
n
t
i
n
a
t
i
m
el
y
m
a
nn
e
r
Failure to pay rent in a timely manner will be handled in accordance with the Coops Rent
Arrears Policy.
4.10. O
bs
tr
uc
t
i
ng
con
tr
a
c
t
o
r
s
fr
om
c
a
rr
y
i
ng
ou
t
t
h
ei
r
du
t
y
Obstructing contractors from carrying out their duties is unreasonable. Their work is vital
for the maintenance and development of Coop property. Any instance of deliberate
obstruction of a contractor carrying out their duties will be handled by the
Coop’s
Maintenance Officer. If the Maintenance Officer is unable to effectively resolve the issue, it
will be handled and resolved by the Housing Manager who may
seek guidance and
advice from the Coop’s Management Committee Maintenance
Coordinator and
Management Committee as required.
4.11. Ma
k
i
ng
un
r
ea
son
a
b
le
d
e
m
a
nds
Demands become unreasonable when they obstruct or hinder work that is being done
by the Coop to improve services. This could be by;
4.11.1
4.11.2
4.11.3
4.11.4
Members demanding responses within unreasonable timescales. Members
repeatedly changing the substance of a complaint or raising unrelated
concerns.
Members refusing to accept a decision where explanations for the
decision have been clearly provided.
Members requesting changes or additions to work after such works have
already been agreed.
The above is not exhaustive and applies to members, staff and guests.
5. Re
po
rt
i
ng
U
n
r
ea
son
a
b
le
B
e
h
a
v
i
ou
r
Members or residents who witness or experience any form of unreasonable behaviour as
outlined above should make a complaint to the Coop’s Housing
Manager in line with the
Coop’s Complaints Policy. This should be done in person or
in writing as soon as
possible, preferably within 5 working days.
If staff experience unreasonable behaviour, they should report it to the Management
Committee. The complaint should include the date, time, location, a description of the
incident, and any supporting evidence.
6 Ma
k
i
ng
Rea
son
a
b
le
Ad
j
us
t
m
e
n
t
s
The Equality Act 2010 advises that reasonable adjustments be made by organisations if
customers are placed at a disadvantage because of their disability or
mental ill health. It is unreasonable behaviour for the Coop to ignore any request for
reasonable adjustments.
DHC will endeavour to make reasonable adjustments to ensure members have equal access to
services. We will ask residents what adjustments they require and how this will help them
access a service.
The Equality Act advises of three things that organisations should consider when making
reasonable adjustments.
6.1 C
h
a
ng
e
t
h
e
w
a
y
t
h
i
ngs
a
r
e
don
e
If Coop’s rules, policies,
procedures or practices make it more difficult for a
disadvantaged member to access a service, a reasonable adjustment should be
considered to enable fair access.
6.2 C
h
a
ng
e a
phys
i
c
al
f
ea
t
u
r
e
This applies largely to non-structural elements of properties or elements that can be
adjusted without disruption to property structure. A reasonable change could be the
addition of a step for safe access or lowering a light switch for a disabled member.
6.3 P
r
ov
i
d
i
ng
a
n
e
x
tr
a ai
d
o
r
s
e
r
v
i
c
e
Sometimes, aids or equipment might be needed to help a member access a service.
Translating documents, using a portable induction loop for people with hearing aids or a
engaging a BSL interpreter are simple examples. Each case should be considered on its
merit.
7. I
nv
e
s
t
i
g
a
t
i
on
a
nd
Re
so
l
u
t
i
on
7.1.
7.2.
7.3.
7.4.
7.5
The Housing Manager will investigate member reported incidents promptly and
fairly in conjunction with timelines applicable to the complaints policy. For staff
related incidents, the management committee will investigate concerns.
The party accused of unreasonable behaviour will be informed and provided with
an opportunity to respond.
In most cases, the Housing Manager will offer a resolution and inform affected
parties. In cases where the Housing Manager is unable to make a reasonable
response, it will be referred to the Management Committee for advice/
recommendations.
If the behaviour is deemed in serious violation of coop rules, the Housing Manager
will recommend appropriate action as noted in 4.5 of this policy. This may include;
warnings, suspension of Coop privileges, or ultimately eviction. Recommended action
will be proportional to the severity of the behaviour.
In the case of unreasonable behaviour involving staff, this will be passed to the
Management Committee to investigate.
8.
App
eal
s
P
r
oc
e
ss
Any member, not satisfied with the Housing Managers determination, may appeal to
the
Management Committee for a final determination. This is in line with the Coop’s
Complaints Policy.
9. C
on
f
i
d
e
n
t
iali
t
y
All information related to reported incidents and investigations will be kept
confidential to the Coop.
10. C
omp
lia
nc
e
All members, residents, and guests are required to comply with this Unreasonable
Behaviour Policy. The Policy works in conjunction with DHC’s Complaints Policy. The
two policies help manage resultant complaints within the Coop. When unreasonable
behaviour occurs, it often results in complaints from members. Adopting the Complaints
Policy framework ensures a clear and consistent approach.
11. Re
v
ie
w
The management committee is responsible for ensuring that this policy is reviewed
annually to ensure continued relevance and good practice. Updates and amendments may
be proposed, considered and approved via an SGM.
Da
t
e
o
f
n
e
x
t
r
e
v
ie
w
–
April 2025