Unacceptable/Inappropriate Behaviour Policy

• To provide a high standard of customer service and treat every customer and member of the public fairly and with respect.
• To listen to our customers when things go wrong; listen and acknowledge any concerns through our complaints process.
• To define what United Utilities considers to be unacceptable and inappropriate behaviour towards our staff from customers or members of the public.
• To outline the consequences of what will happen to anyone in breach of this policy and acts inappropriately towards our employees.
• To protect our employees in customer facing roles so they have a safe working environment and feel supported should they encounter unacceptable behaviour.
• To work together with our customers and members of the public to treat each other with respect and curtesy.

• This policy applies to all customers and members of the public who communicate with United Utilities employees.
• This policy will outline what unacceptable and inappropriate behaviour is and what the consequences could be for anyone in breach of this policy.
• Unacceptable and inappropriate behaviour is defined as:
  • Threats of physical violence, aggression, or harassment.
  • Any form of physical violence or unwanted physical contact, assault, aggression, or abusive behaviour.
  • Harassment or repeated unwanted contact.
  • Use of inappropriate language, verbal or written, which may cause our people to feel scared, upset, humiliated, intimidated, threatened, offended, or distressed. This could include:
    • Making a hostile, degrading, or offensive interaction.
    • Using a bulling tone, or language or making threats.
    • Remarks that insult someone’s intelligence or character.
    • Derogatory or offensive remarks about someone’s sex, age, disability, race, country of origin, accent, religion, sexual orientation, gender reassignment or other protected characteristic as defined by the Equality Act 2010.
• United Utilities’ core values are to:
  • Do the Right Thing
  • Make it Happen
  • And Be Better for the customers we serve and our employees.
• This policy does not replace our complaints procedure.
• Our customers and members of the public have the right to file a complaint through our complaints process and that will not change due to this policy.

We expect all of our customers and employees to:

• Treat each other with respect and courtesy
• Work together to find solutions to problems.
• Be reasonable and honest with requests and timescales/expectations.

If you have any additional considerations, you need us to take into account when working with you, please let us know. We have our priority services register that can help customers in many ways, including but not limited to, a translator service if English isn’t your first language, different coloured paper to help with dyslexia colour-blindness or learning difficulties, large print or braille bills, support with medical conditions or life events too. You can find out more or register here.

United Utilities defines unacceptable behaviour as:

• Threats of physical violence, aggression, or harassment
• Any form of physical violence or unwanted physical contact, assault, aggression, or abusive behaviour
• Harassment or repeated unwanted contact
• Use of inappropriate language, verbal or written, which may cause our people to feel scared, upset, humiliated, intimidated, threatened, offended, or distressed. This could include:
  • Making a hostile, degrading, or offensive interaction
  • Using a bulling tone, or language or making threats
  • Remarks that insult someone’s intelligence or character.
  • Derogatory or offensive remarks about someone’s sex, age, disability, race, country of origin, accent, religion, sexual orientation, gender reassignment or other protected characteristic as defined by the Equality Act 2010.

We will not tolerate any of the above behaviour in any interactions including:

• Face to face
• Telephone or video calls
• In emails or letters
• Online contacts, including webchat, WhatsApp, social media, messaging platforms
• Any other form of communication

We know communication is a two-way street. We are as accountable for our actions and communication with you, as you are with us. So, our promise to you is that we will:

• Ensure our employees in customer facing roles are trained in how to manage frustrated or angry customers or members of the public.
• Give you time and room to voice your concerns in an appropriate manner.
• Show empathy.
• Listen to your concerns with understanding and patience.
• Remain professional when working with you, in person, over the phone or in written communication.

We will always aim to:

• Get it right first time.
• Respond to any queries within a timely manner in line with our service level and regulatory agreements.
• Provide you with the right information.
• Get the right results for everyone involved.
• Meet the high standards we have set for ourselves and that you expect from us.

Our employees in customer facing roles are trained in how to manage contact with frustrated or angry customers or members of the public. We have an official complaints procedure to help voice your concerns if we have not met our standards. However, if the voicing of these frustrations or upset progresses into unacceptable behaviour directed at an employee or contractor personally, they will do the following:

• Politely and respectfully ask the customer or member of the public to stop behaving in that way.
• If the behaviour continues and/or turns violent, they will end the conversation and safely remove themselves from the situation.

• We can place them on hold or terminate the call.
• Restrict how they can communicate with us i.e. only via writing.
• Appoint one person to handle their correspondence.
• Refuse to respond to correspondence unless it is an emergency regarding their supply.
• Report service threats or acts of violence to the police.
• Take any further action we consider appropriate in the circumstances, this may include taking legal action.
• Some of our field employees wear body cameras and carry devices to be used in the event of an emergency. These devices can link in with emergency services and they will be called to our employee’s location if necessary.

• We will always give the customer or member of the public the opportunity to change their behaviour.
• We will always inform any customers why a decision has been made either by letter, email, or phone call, which will include:
  • The reason we consider their behaviour to be unacceptable.
  • Details of earlier warning(s) about their behaviour
  • Any restriction(s) we are imposing.
  • How long restriction(s) will last.
• We reserve the right to review/change our decision at any time.

New legislation under the Police, Crime, Sentencing and Courts Act 2022 provides greater protection to those in customer facing roles and harsher sentencing for people who commit assaults against a person providing a public service.

We may refer specific cases or repeat offences/offenders to the police if appropriate. Any actual threat of physical harm or violence will not be tolerated and will always be reported. We will provide any evidence, video footage, audio recordings, written correspondence, comments/posts made on social media to assist in any police investigation. As we cannot switch off supply to our domestic customers or terminate your contract with us, in extreme cases, we may decide to take legal action in a cease-and-desist order.

We want our customers and members of the public to know we want to work together to create a better future for the Northwest and we want our employees to know they are safe going to work and comfortable in the knowledge they are protected against inappropriate behaviour.

We know the vast majority of our customers and members of the public are extremely respectful and kind to our employees, and we want to acknowledge and thank you for your continued support as we strive to provide water for the northwest and create a stronger, healthier and greener environment for the future.