Acceptable behaviour policy

At The Dulwich Estate, we are committed to providing a professional, respectful and helpful service to all residents, tenants and visitors. To enable us to do this effectively, we expect all interactions with our staff, whether in person, by phone, email or online, to be conducted in a respectful and courteous manner.

What we expect from you

We ask that all residents:

• Treat the Estate team with courtesy and respect at all times

• Communicate clearly and without the use of abusive, offensive or inappropriate language

• Allow our teams the time and space to respond to enquiries appropriately

• Respect other customers, visitors and members of the public
  
  

Unacceptable behaviour

We will not tolerate behaviour that puts our staff or others at risk or undermines a safe and respectful working environment. This includes:

• Verbal abuse, harassment or intimidation

• Discriminatory or offensive remarks of any kind

• Aggressive or threatening behaviour

• Repeated or persistent contact that places unreasonable demands on staff

• Damage to property or unsafe conduct on Estate land
  
  

Our approach

Where unacceptable behaviour occurs, we may take appropriate action. This may include:

• Ending a telephone call or meeting

• Managing or restricting future communications

• Asking individuals to leave Estate premises

• In serious cases, involving the police or other relevant authorities
  
  

We are committed to treating all customers fairly and respectfully, and we ask for the same in return so that we can continue to deliver a high standard of service to everyone.