Resolving Complaints: Inappropriate Behaviour

The Scheme is releasing a series of resources on the Best Practice Hub to support construction sites when they are dealing with complaints from the public. Available for free, these will focus on proactive ways that sites can minimise the impact on their local community.

Inappropriate Behaviour – What is the problem?

The behaviour of construction workers around sites can impact on the members of the public who live and work around the activity. The Considerate Constructors Scheme still receive complaints regarding inappropriate behaviour on and around construction projects, therefore to support Scheme registered activity in tackling this issue and protect the public we are sharing some useful resources and best practices that you can implement on site.

Managing the impact of Inappropriate Behaviour

Those that live and work around construction activity may be heavily impacted by the behaviour and actions of the construction workforce both positively and negatively. Through the Scheme’s Public Liaison team we have received complaints from the general public on this topic which have been dealt with appropriately.

Complaint: Vulgar Language

Resolution: Carried out an investigation and when the individual was identified they were immediately dismissed from site and prohibited to work on any projects for this company in the future. The complainant was then informed of how the situation was dealt with.

Complaint: Inappropriate language towards school children

Resolution: Site team investigated the situation, contacted the parent of the child who received the inappropriate behaviour and held a meeting with the school to discuss further. A toolbox talk was then carried out with all staff to remind them of what is and isn’t appropriate behaviour.

Complaint: Offensive and abusive language and behavior to other members of the workforce

Resolution: The Construction director offered to meet worker on or off site and also offered a meeting with head of health and safety confidentially to attempt to resolve the situation.

Complaint: Harassment and intimidating behaviour

Resolution: Project manager investigated and put monitoring in place in the area and also kept in touch with the member of public to ensure all was well and they were given his direct number.

Complaint: Swearing and overlooking of the project

Resolution: The manager of the construction company visited the complainant’s home and apologised for their staff’s behaviour. They then arranged for the scaffolding to be screened off.

External Resources

CITB Acceptable Language Toolbox Talk

Workplaces are more productive and healthy when workers, staff and visitors feel safe and not threatened. This toolbox talk will cover what is inappropriate language and why it is disrespectful and raise awareness of the issues which can affect good working relationships.

Supply Chain Sustainability School – FIR Toolbox Talk: ‘Just a bit of Banter’

In collaboration with National Highways, ‘Just a bit of Banter’ is a short animated tool box talk video exploring what is and is not acceptable banter in the workplace, offering some advice in how to call it out.

Advisory, Conciliation and Arbitration Service (ACAS) Dealing with Problems at Work Guidance

Provides resources and guidance on mediation, how to raise a problem, how to deal with a problem being raised to you and disciplinary and grievance procedures.

Designing Buildings Construction Wiki

Provides information for the public on how to make a complaint as well as advice for the construction industry on how to avoid complaints and deal with them.

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The Best Practice Hub is provided by the Considerate Constructors Scheme