Applicable to:

1.0 Scope

CERT Property Ltd own and operate a number of commercial buildings which are occupied by retail operators, larger corporate companies and small and medium enterprises.

Where our properties are occupied by a number of different businesses, it is important to maintain a code of conduct for all occupiers and their employees or visitors to ensure the proper enjoyment of your office space, the communal facilities and to maintain a professional atmosphere throughout the building.

2.0 Enjoyment of your office space

Where you rent office space from us on a licensed or leased basis, you can expect reasonable and peaceful enjoyment of the space.

This means that those using adjoining offices or communal spaces such as breakout space, kitchens, reception, corridors and WC’s, conduct themselves in a professional and respectful manner

3.0 Your Employees

The conduct of all employees of our occupiers, their employees and their visitors is the sole responsibility of the signatory of the licence or lease-holder, or their designated on-site decision maker.

Your employees and visitors are expected to:

• Obey reasonable instructions and requests by any employee of CERT Property Ltd or their designated agents or contractors relating to their use of the site, communal spaces or car parks

• Treat your office and all communal spaces with respect and ensure their use of such spaces does not impact on neighbouring occupiers

• Respect basic hygiene and cleanliness practices when using such spaces and ensure they are left clean and tidy

4.0 Unacceptable Conduct

Unacceptable conduct is defined as, but not limited to, the following:

• Abusive or foul language

• Discriminatory behaviour or language

• Horseplay

• Unauthorised use of communal facilities such as meeting rooms without prior permission

• Unauthorised use of the parking facilities

• Poor hygiene and cleanliness

• Inappropriate attire for a business environment

More severe types of unacceptable conduct can include but is not limited to:

• Interference with equipment related to safety and security of our buildings such as;

  • Fire protection equipment

  • Fire alarm systems

  • CCTV systems

  • Fob entry systems

  • Security doors

  • Shutters

• Use or possession of illegal or prohibited substances in any of our sites.

• Unauthorised consumption of Alcohol in any of our sites

• Theft from other occupiers, employees or CERT Property Ltd

• Vandalism

• Bullying or harassment of any visitor, employees of other occupiers or CERT Property Ltd employees, agents or contractors

• Refusal to obey a reasonable and or lawful order from any employee of CERT Property Ltd or its designated contractors or agents

• Threatening, aggressive or violent behaviour in any part of, or in the vicinity of our buildings.

• Use of your office or any part of our property for illegal or immoral purposes

• Racist, ableist, ageist, homophobic or transphobic behaviour or language or any associated breach of our Zero Tolerance Policy

• Use of our premises to conduct illegal or immoral activities or any form of activity which could cause reputational harm to CERT Property Ltd or its subsidiaries

• Unauthorised or illegal use of our internet and telephony systems in line with our IT and Telephony Policy

5.0 Means of Resolution

1. Informal Resolution

Where an occupier or one of their employees or visitors has been witnessed or reported as conducting themselves in an unacceptable manner, employees of CERT Property Ltd and its designated contractors or agents will in the first instance attempt to resolve the matter informally by speaking to the individual concerned.  

This will usually be done by the Asset Manager.  Where the behaviour is immediately corrected, this will be the end of the matter.

2.   Escalated Resolution

Where informal resolution has failed and the occupier, or one of its employees or visitors does not correct their behaviour, the matter will be escalated.

In these instances, the Asset Manager will meet or communicate with the occupier signatory or designated on-site decision maker that the conduct of the employee or visitor in question has been repeatedly unacceptable and that they must take immediate action to correct this via their own internal processes.

The Asset Manager will seek appropriate written assurances from the occupier signatory or designated on-site decision maker which will be recorded in line with our Privacy and GDPR Policy

3.  Formal Action

Where Escalated Resolution has failed or an employee or visitor has breached our code of conduct in a severe way, the Property Operations Manager or Head of Property Management are empowered to carry out any of the following actions:

• Exclude an employee or visitor from the site without prejudice while an investigation is carried out by CERT Property Ltd.

• Limit an employee or visitors access to certain areas of any of our sites 

• Limit or suspend an employee or visitors access to telephony and IT systems

• Limit or suspend an employee or visitors access to the site during certain times

4.  Exclusion of person or determination of tenancy

Where formal action has failed and the occupier, their employee or visitors behaviour falls into any of the categories defined as “Severe”, the Head of Property Management is empowered to carry out any of the following actions:

• Permanently exclude the occupiers employee(s) or visitor from one or all of our sites and prohibit access where the employees conduct presents a risk to the good management of our buildings, the reputation of CERT Property Ltd or the health and safety of any of our team, other occupiers and their employees.  Such exclusion will be without prejudice to the terms and conditions of your Licence Agreement or Tenancy.  

• Permanently disable or limit access to our own IT or telephony systems where the unacceptable conduct is related to the use of these systems

• Permanently exclude occupiers or their employees from certain areas of our property

Where the unacceptable conduct is related to the conduct of the occupier as a whole entity, or the behavior of multiple employees is defined as Severe and/or is persistent, the Head of Property Management is empowered to carry out the following actions:

• For licensed customers, end the licence with a minimum of one months notice.

• For leased customers, seek to end the tenancy and seek repossession of their demise via legal action.

5. Immediate Exclusion

Where an occupier or one of their employees or visitors conducts themselves in a manner likely to cause immediate danger or distress to other occupiers, CERT Property employees, or designated agents or contractors of CERT Property, the Asset Manager is empowered to immediately exclude the occupier or employee from the building.  Such action will only be taken in extreme circumstances and only as a last resort.  Any such action will be taken without prejudice to the occupiers licence or lease.  

When such action is taken, the Asset Manager will immediately report the incident and all associated evidence to the Head of Property Management for investigation in accordance with our Complaint Procedure.  The occupier will not be required to raise a complaint in these circumstances.  

6.0 Definitions

“Occupier(s)”  Any business or individual who leases, is employed by, or is visiting commercial space in a building owned or operated by CERT Property Ltd on a leased or licence basis

7.0 Right to Complain

Any occupier who has been subject to our resolution process and feels they wish to complain has the right to do so.

Complaints about the resolution process or wish to challenge the outcome must be submitted in accordance with our Complaint Procedure