Who this is for: Hosts and Cleaning Companies working on the Landing platform.
If you are in immediate danger, call emergency services first
Call 911 before you contact Landing. Your safety comes first and Landing can wait.
Once you are safe, tell Landing what happened.
You can always leave
If a job makes you feel unsafe, leave. You do not need permission, you do not need to finish first, and you will not be penalised for it.
Get somewhere you feel comfortable, then contact Landing.
Community guidelines
Respect. Treat everyone you deal with respectfully, in what you say, what you do, and how you conduct yourself. Verbal abuse, physical abuse, and personal threats are never acceptable, from you or towards you.
Speak up. If you see something, say something. Start a chat with Landing in the Host App.
The ALERT steps
When something goes wrong on a job, work through these in order.
A. Assess the situation. Take in what is happening, and take photos if it is safe to do so.
L. Leave the space. Get yourself out of the situation and somewhere you feel comfortable.
E. Engage with Landing. Message Landing straight away with the full account and any photos.
R. Respond to all questions. Keep replying and giving information as Landing asks for it.
T. Take a deep breath. Landing is on your side and will work with you to sort the situation out.
If you feel unsafe before you even go in
You do not have to enter a home or a building that does not feel right. That applies to the neighbourhood, the building, a hallway, or anything you see on the way in.
Do not go in and then decide. Stay where you are, or leave, and start a chat with Landing.
If someone makes you feel unsafe
This covers anyone, not only members. A member, a member's guest, property staff, a neighbour, or a stranger in the building.
Remove yourself from the situation.
Start a chat with Landing straight away.
Report what happened with as much detail as you can.
If you are being threatened, call 911 first.
If you find a weapon
Do not touch it or move it. See Firearms Found in a Unit for what to do next.
If you find drugs
What you do depends on the scale of what you find.
Small amounts that look like personal use. Dispose of them with the rest of the trash as part of the job.
Anything that suggests more than personal use. Do not touch it. Take photos if it is safe, start a chat with Landing, and contact your General Manager. Landing will decide whether the police need to be involved.
Signs that it is more than personal use include:
Large quantities of any substance
Scales, or empty baggies in bulk
Large amounts of cash
Equipment for making or packaging, such as presses, burners, or chemicals
Loose prescription pills in quantity, outside a labelled bottle
Drugs found alongside a weapon
If you are not sure which side of the line something falls, photograph it and ask before you touch it.
If someone unexpected is in the home
If you find someone in a home who should not be there, do not confront them. Leave, get somewhere safe, and contact Landing.
Call 911 if you feel threatened.
If you are injured on a job
Deal with the injury first. Get medical attention if you need it, and call 911 for anything serious.
Then tell Landing what happened and where, so it is on record and so Landing can deal with anything in the home that caused it.
Reporting an incident formally
Landing investigates every incident submitted to the company.
If you are injured, or you have a concern or a problem that affects you or another Host, complete the Host incident form and submit it to the Host team after the incident happened. Host Incident Report Form
Submitting the form is separate from telling Landing in the chat. Do both. The chat gets you help in the moment, and the form puts it on record so it gets investigated.
Who to contact
Emergency services on 911 for anything urgent or dangerous. Always first.
Landing, through the chat in the Host App, for everything else.
Your General Manager, the Landing member of staff who runs day to day operations in your market, for anything that needs someone local.