Recently there have been a number of instances where members of the Osprey team have been subject to unreasonable behaviour from tenants. We understand that this behaviour can be driven from frustration however it is not fair on our staff team who are here to help you and are doing their best.  Being aggressive, threatening or making unreasonable demands towards our team will not be tolerated and we ask that you treat our team with respect whether this is in person or on the phone.

We do not accept that our team should be subjected to swearing or offensive language directed at them even when a tenant is under stress, angry or upset. This type of language may cause offence and we believe that every one of our team has the right not to be subjected to language they would consider as abusive. This includes making malicious, unwarranted, or defamatory comments or making remarks which are related to any protected characteristic as defined by the Equality Act 2010. What is deemed offensive will be different for different team members, but includes cultural, racial, or religious references.  

We will try in every instance to give the best service that we can but sometimes circumstances are outwith our control and your cooperation and understanding is needed to reach the right outcome. Unacceptable behaviour from tenants will result in action being taken every time this is experienced by our team and this may ultimately result in escalation to legal action due to breach of tenancy.  

 This action is supported by Osprey Tenants and Residents Association (OTRA) who are supportive of a zero-tolerance approach to abusive behaviour from tenants.