Handling Verbal Abuse & Aggression in Housing

by | May 30, 2025

While evictions are one of the most visible challenges in housing provision, another issue often less spoken about is the verbal abuse and harassing behaviour that frontline housing workers can face from tenants struggling with complex needs.

Though most of the individuals we work with are respectful and appreciative, a small number begin to display concerning behaviour over time—particularly when faced with boundaries, rules, or accountability. Often, a polite and cooperative individual may shift after receiving a warning or being reminded of tenancy conditions such as no guests allowed, keeping the property clean, or engaging regularly with support services. These triggers can lead to sudden verbal outbursts or intimidating behaviour towards staff.

When these incidents occur, our team follow strict protocols:

  • Avoid confrontation or escalation – we remain calm, professional, and avoid emotive responses. At times it means no longer answering calls, texts or emails, and keeping all communication on our terms, and not the individuals.
  • Stick to the facts – all communication is kept clear, neutral, and focused on behaviour and tenancy obligations.
  • Request external support – in cases of serious aggression or concern of escalating behaviours, we reach out to the council or, if necessary, involve the police.
  • Protect staff wellbeing – we ensure our team members have access to support, and incidents are logged and followed up.

The individuals we house are often dealing with layers of trauma, mental health challenges, and unmet needs. Understanding this context is vital, but it does not excuse threatening or harmful behaviour. As providers, we must balance empathy with clear boundaries—ensuring a safe environment for our staff, other residents, and the individual themselves.

Aggression is a symptom, not the cause. It reflects the broader crisis in mental health support and the strain placed on housing services expected to plug those gaps. While rare, these cases remind us why inter-agency collaboration is essential, and why trauma-informed, compassionate practice must go hand-in-hand with firm safeguarding.

Despite the occasional setbacks, our commitment to supporting people on their journey out of homelessness remains strong. We believe in second chances—but also in the safety, dignity, and mental well-being of everyone involved.

At Living Concepts, we’ve seen just about everything when it comes to tenants moving out of a property.

From curtains being packed up with the last box to carpets mysteriously disappearing, it’s safe to say nothing surprises us anymore. But while it may feel harmless to take an item you’ve grown fond of, the consequences can be far greater than most tenants realise.

 

What Belongs to the Property, Stays with the Property

When you move into a rental home, many fixtures and fittings – such as carpets, curtains, blinds, appliances, or even garden features – are part of the property. Unless you personally installed them (with the landlord’s written consent) and have a prior agreement to remove them, these items must remain when you move out.

Think of it this way: if you didn’t bring it with you on day one, you probably shouldn’t take it on the last.

 

Why Tenants Sometimes Do It

We understand the reasoning – sometimes it’s a misunderstanding, sometimes it’s sentimental, and occasionally it’s frustration with the landlord.

But whether it’s intentional or accidental, removing items that belong to the property is legally considered theft and can have long-term consequences.

 

The Consequences of Taking What’s Not Yours

    • Deposit Deductions: The cost of replacing missing items is usually taken straight from your deposit – often at a higher cost than what you’d expect.
    • Additional Charges: If the replacement exceeds your deposit, landlords can pursue further payment, even through legal channels.
    • Loss of References: A poor reference from a landlord can make securing your next rental significantly harder.
    • Legal Action: In extreme cases, removing items from a property can be treated as theft – a risk no tenant should be willing to take.

A Better Way Forward

If you’ve grown attached to the curtains or furniture, or perhaps invested in your own upgrades during your tenancy, speak to your landlord before moving out. In many cases, they may be open to negotiation: you could replace the item with your own, buy the existing one at a fair price, or agree to leave improvements in place.

 

Our Advice to Tenants

    • Do a walkthrough: Before moving, walk through the property with your inventory report in hand. Double-check what needs to stay.
    • Ask questions: If in doubt, ask your landlord or agent – it’s always better to clarify than assume.
    • Leave the property as you found it: Think back to move-in day. That’s your benchmark for move-out day.

At Living Concepts, we encourage respectful landlord–tenant relationships.

Leaving a property in good condition and with all its fixtures intact not only protects your deposit, but also your reputation as a tenant.

After all, moving out is a fresh start – why risk carrying unnecessary baggage with you?