Backing our Essential Workers

In July 2020, the Institute of Customer Service launched a new campaign; Service with Respect and we are proud to be supporting this initiative to raise awareness.

A common theme brought about from Covid-19, is the rising abuse and hostility front line workers are enduring across all sectors – from retail to pubic services; financial organisations to transport.

Research carried out by the Institute has evidenced that more than half of customer-facing staff have experienced abuse from customers since the start of the pandemic – ranging from verbal abuse and astonishingly, in the most extreme cases, physical assaults.

The safety of our frontline workers is paramount. They are critical to providing service delivery throughout the pandemic, ensuring that our residents’ homes are maintained and safe, and whilst we haven’t experienced this across our business, we are keen to support all essential workers who have kept the lights on during a very challenging period.

Vicky Fordham-Lewis, Managing Director, Osborne Property Services said: ‘Service with Respect is highlighting our essential workers who have continued to work throughout the pandemic, in what has been a really difficult time for the communities which we serve.  Sadly in some cases our staff have experienced inappropriate abuse. We are totally committed to supporting our frontline workers and hope this campaign will make a positive difference’.

Jo Causon, CEO, The Institute of Customer Service said: ‘It is great to see that Osborne is supporting our drive to end hostility towards customer-facing workers. The pandemic has radically changed customer experience environment. There are new expectations and pressures on service staff, and they deserve to be properly protected by the law, trained by their organisations and respected by the customers they serve.’