Nearly three-quarters of local authority staff – including housing officers – have been subjected to verbal abuse from customers, a survey has found.

Training provider Maybo unveiled the statistic as it launched the UK’s first nationally recognised qualification in conflict management at a summit in London last month.

A poll of about 120 council staff conducted by the company found that 71% had experienced verbal abuse, and one in 10 had been assaulted in the past year. More than a quarter had been physically abused at some time in their career.

Derek Bunnin, client manager at Maybo, said: “This is a constant problem in all housing associations and local authority housing departments.”

Participants in the poll said the typical perpetrators of abuse were men in their teens and 20s who were drunk, using drugs or had mental health problems or learning disabilities.

This is a constant problem in housing associations and council housing departments

Derek Bunnin, Maybo

Maybo has trained staff at housing associations such as Guinness and Sovereign and is now training higher education colleges to offer the new qualification, which is recognised by City & Guilds.

Rob Roseveare, a conflict management specialist at City & Guilds, said: “Conflict management has become a vital skill in many sectors including healthcare, security, local authority and passenger transport.”

Source

Housing Today