We’re currently reviewing our Unreasonable Customer Behaviour Policy, and this draft version is now out for customer consultation.
Your feedback will help us shape the final policy before it is agreed and put in place.
This policy explains how we respond to the small number of customers who display unreasonable behaviour. It supports a fair and consistent approach, helps protect our colleagues’ time, and ensures we can continue providing services to all customers effectively.
Because this policy affects how we manage contact and interactions, it’s important that it’s clear, fair and easy to understand – and that it reflects the needs of our customers and communities.
Why We're Asking for Your Feedback
This is a draft policy, and we want your input before anything is finalised.
While we aim to maintain positive relationships with our customers, there are occasions where behaviour can become unreasonable. This can affect our ability to support others and may require us to manage contact in a different way.
The policy sets out:
What we consider to be unreasonable behaviour
How we may respond when this behaviour occurs
How we ensure responses are fair, proportionate and consistent
How we continue to support customers, while protecting colleagues and services
The policy applies to anyone who has contact with us, including tenants, applicants, leaseholders, representatives and members of the public.
It also covers all types of communication, including:
Phone calls
Face-to-face interactions
Emails and letters
Digital and social media
We want to make sure this policy is clear, fair and easy to understand. By taking part in the consultation, you’ll help us:
Check that the policy is easy to understand
Ensure examples and expectations are clearly explained
Understand whether our approach feels fair and proportionate
Improve how we communicate decisions and actions
Make sure customers feel respected and listened to
Reflect the needs and experiences of our communities
Your feedback will directly shape the final version of the policy.
How to Take Part
We’re inviting customers to take part in this consultation by completing a short, anonymous survey on Magenta Voice.
Before completing the survey, please take a moment to read the draft policy below:
Draft Unreasonable Customer Behaviour Policy
How to complete the survey
Visit Magenta Voice: https://magentavoice.org.uk
Log in or create an account
If you're new, select Register
You’ll receive an email to confirm your registration (check your junk folder if needed)
Once logged in, follow the link to the Unreasonable Customer Behaviour Policy survey
Answer the questions and submit your feedback
The survey only takes a few minutes, and all responses are completely anonymous.
Survey Details
Opens: Friday 5th June 2026
Closes: 19th June 2026
What Happens Next
Once the consultation closes, we’ll review all feedback and use it to help shape the final version of the policy.
We’ll then confirm any updates and share the approved policy.
Thank you for helping us make sure this policy is clear, fair and works for everyone.
Did you know?
You can access Magenta Voice as a web app on your phone or tablet.
Installing the app gives you a quicker and easier way to take part in surveys and share your feedback.