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.