Unreasonable Behaviour Policy
Regardless of the reason someone needs our help, or the way they make contact with us, we want them to have a positive experience.
Sometimes though, things don’t go quite to plan, and this can leave people feeling frustrated or unhappy with something we did or didn’t do.
All customers have a right to be heard, understood and respected, and we will do all we can to help anyone with legitimate queries, comments, complaints, or challenge.
Most interactions with our customers are reasonable and respectful. People can however sometimes behave in a way we believe is unreasonable or inappropriate, and on rare occasions, even threatening.
First and foremost, as a public sector organisation we are here to support people to access the services they need sand we will always take into account someone’s diversity and individual needs, and their circumstances and vulnerability.
As a responsible employer, we also have a duty to make sure our employees, customers, councillors and contractors have a safe environment in which to work.
We will not tolerate deceitful, abusive, offensive, threatening or other forms of unacceptable behaviour and will take proportionate action to protect the wellbeing of our staff and others.
Please note this policy will only be used in exceptional circumstances and as a last resort. We will not restrict or refuse access to services unless there is no reasonable alternative available.
This strategy was last reviewed on the 16 July 2024.
