Customer Equality, Diversity and Inclusion Policy

1.0 PURPOSE

Freelancer Lets and Sales is committed to treating customers fairly, without bias or discrimination, and always within the law. We promote, and protect, equality of opportunity for all our customers, regardless of their race, gender, age, religious belief or non-religious belief, ethnic origin, disability, marital status, or sexual orientation. This policy sets out our commitment to our customers to deliver on this commitment.

2.0 DEFINITIONS

Equality is about “ensuring that every individual has an equal opportunity to make the most of their lives and talents.” (Equality and Human Rights Commission). Equality is providing an environment where individuals or groups of individuals are not treated differently or less favourably, based upon the Equality Act 2010 protected characteristics of:

• Age

• Disability

• Gender reassignment

• Marriage and civil partnership

• Pregnancy and maternity

• Race

• Religion or belief

• Sex

• Sexual orientation

Diversity recognises that, “though people have things in common with each other, they are also different many ways”. Freelancer consider valuing diversity means serving customers who do not look like you, and who do not necessarily aspire to be like you. It is about having the skills and self confidence to embrace and enjoy alternative views, because this will improve the quality and individuality of service and management we deliver.

Inclusion is where “those differences are seen as a benefit, and where perspectives and differences are shared, leading to better decisions”.

3.0 PURPOSE OF THE POLICY

The policy aims to:

• Protect our customers against discrimination or unfair treatment by colleagues or other customers
• Promote equality, tackle discrimination and celebrate diversity, making sure we provide the highest standards of customer care
• Commit to understanding the diverse needs of our customers and will use this information to provide a service that is personalised and easy
• Work in partnership with residents to create and deliver services which are tailored to meet the needs of our customer base and are appropriate and accessible to all
• Make sure that equality and diversity is the responsibility of everyone at Freelancer Lets and Sales

4.0 OUR COMMITMENT TO CUSTOMERS

We at Freelancer commit to:

• Treat customers with respect, courtesy and consideration at all times by our staff.
• Never discriminate against any customer on the grounds of race, age, disability, gender reassignment, marriage & civil partnership, pregnancy and maternity, sex or sexual orientation in line with the Equality Act 2010.
• Ensuring all front-line staff have appropriate ED&I training.
• Investigate fully where customers feel they have been discriminated against by one of our staff.
• Review our Customer Promise and procedures when necessary to ensure fairness, and also update them and the policy to take account of changes in the law