Zero Tolerance
Respect both ways
How we treat you, what we ask of you, and what happens if our team is abused or threatened.
This code applies to our team and to our customers, in person, by phone, by message and online. It forms part of The Shining Windows Service Agreement (Schedule 5 and clause 10).
1. Our commitment to you
We communicate politely and professionally, respect your home or premises and your privacy, work safely, and carry out the work we have agreed.
2. What we ask of you
Communicate politely, keep the work area safe, tell us about hazards, and raise any problem through our complaints process.
3. What we will not accept
Harassment, abuse, threats, intimidation or discrimination towards our team — in person, by phone, by message or online.
Sexual harassment, and harassment by anyone at the property.
Any attempt to obtain a refund, discount or free work by threats (Service Agreement clause 6.6).
Why we have this rule. Our team often work alone or in pairs at customers' homes. Employers have a legal duty to take reasonable steps to prevent sexual harassment of their employees (Equality Act 2010, as amended by the Worker Protection Act 2023). From 30 October 2026 that duty extends to taking all reasonable steps to prevent harassment by customers and other third parties (Employment Rights Act 2025).
This code does not restrict complaints, disagreement or critical reviews made honestly.
4. What happens if it does
Depending on the seriousness, we may:
give a warning;
stop work and leave the site;
end our agreement with you;
report threats or violence to the police.
If we stop work for this reason, the full price of the booking remains payable, less any costs we save by not finishing. If no work could be done, the cancellation charge in clause 7.3 of the Service Agreement applies, with any committed third-party costs. We refund anything else you have paid. During an Early Start Booking within your cancellation period, clause 15.5(b) applies instead. (Service Agreement clause 10.3)
5. Ongoing arrangements
Either of us may give written notice of a serious breach. If it is not put right within 7 days, the arrangement may be ended. Violence or serious threats end it immediately.
6. Concerns about our team
Tell us at info@shiningwindows.co.uk or on 01604 263189. We treat concerns about our own conduct just as seriously.
Download a copy and test it. You are welcome to download a copy of this document and review it with an AI assistant, a solicitor or anyone you trust. If you have any concerns or questions about anything in it, please let us know at info@shiningwindows.co.uk or on 01604 263189 — we would rather hear from you before you book than after.