Our people promise

Whether you’re a resident, a colleague, or one of our stakeholders, we’re all people and we’re in this together to make your homes and communities the best that they can be.

This promise sets out the attitudes, behaviours, and responsibilities we all need to follow to make that possible. We all agree that:

• We will treat each other with dignity, respect, as individuals, and as you’d expect to be treated.

• We will listen to each other to understand the situation so the right action can be taken.

• We will provide feedback in a consistent and measured manner within agreed timeframes.

• We will have adult-to-adult conversations with each other.

• We will communicate in a way that is timely, honest, easy to understand, and that treats people as individuals.

• We understand that sometimes the answer is no and, once this has been explained, we hope that you can accept the decision even if you may not like it.

• We understand the service standards and levels we operate within.

• Discrimination, on any grounds, is not okay. Ever.

• We will not tolerate bullying, threats, or acts of verbal or physical abuse.

• We will actively challenge and take action where we see examples of poor behaviour from others.

Professional boundaries

We know that for us to deliver the best possible services we can to our residents our staff will sometimes form friendly, yet professional, relationships. However, it’s important that both residents and colleagues don’t confuse this for a personal relationship.