Our service values diversity and inclusion. Everyone should receive equal, safe and dignified treatment. This includes:
- our staff, including those working for care providers
- people who use our service
- customers who contact us
We know that people may need us at difficult or stressful times. They may feel worried or upset. We also understand that some people may have conditions that affect their communication. This might include a disability or mental health need. However, we do not accept behaviour that causes harm, fear or distress, or stops staff from working safely.
Unacceptable behaviour
We have a zero-tolerance approach. This means we do not accept:
- discrimination (treating someone unfairly because of who they are)
- bullying
- harassment
- violence
- aggressive language, including:
- threats
- swearing
This includes behaviour based on race, sex, sexual orientation, religion or belief, age, disability, or any other characteristic protected by law.
We apply these rules to all contact with us, including:
- in person
- over the phone
- by email
- on social media
What we ask of you
When you contact or work with Adults’ Services you should:
- treat staff with respect
- communicate in a polite and appropriate way
- let staff do their jobs without fear of harm
What we will do
If you behave in a way we do not accept, we will ask you to stop. If you continue, we may end the contact or ask you to leave. We may also take action to keep staff safe.
We will decide what to do based on each situation. We will make sure you still get essential care and support.
We will always report serious incidents to the police.
Your experience
If you think a member of staff has treated you unfairly or acted unprofessionally, you can make a complaint.
We take all complaints seriously and review them carefully.
Our commitment
This statement does not affect your right to:
- access Adults’ Services
- raise a concern
- make a complaint
- question a decision
We will listen, act fairly and treat people with respect.
By working together, we can keep our services safe and inclusive for staff and the people we support.