Agenda item

Consideration was given a report which detailed a proposed new Unreasonable Behaviour Policy and revised Corporate Complaints Policy before final approval was sought.  The new Unreasonable Behaviour Policy aimed to support employees and members to manage unreasonable behaviour from customers.

The Council did not currently have a policy for the management of Unreasonable Customer Behaviour and this new policy would be submitted for approval.  The Council wanted to engage with customers in ways that were open, fair and proportionate.   A considered, policy-led approach would help employees and members to understand clearly what was expected of them, what options for action were available and who could authorise those actions.  The policy was intended to be published online on the Council’s website and shared with customers and complainants if they started to behave unreasonably and action taken.  This would help manage both customer and complainant expectations and behaviour, as far as possible, when dealing with the Council.

The Council’s existing Corporate Complaints Policy referred to the management of unreasonable behaviour, but the options and processes were not set out in detail.  The Council also operated a Single Point of Contact Procedure (SPOC) and this set out the process to be used when contact was to be restricted to one contact route.  The corporate SPOC was normally used in more complex cases covering multiple service areas.

The Local Government and Social Care Ombudsman (LGSC) recommended that Local Authorities had an Unreasonable Behaviour policy to help develop a proportionate approach when responding to unreasonable behaviour and to clearly set out the procedures that could be followed to restrict contact when this behaviour occurred. 

An updated Corporate Complaints Policy was also submitted for consideration.  The main changes were that the wording of the policy had been reworked to improve the format, temporary references to how complaints were being managed by the Council during COVID-19 had been included and the Unreasonable Behaviour policy had been referenced within the policy.

Members referred to the occasions when meetings had been disrupted and if the policy could include that situation.  Members were informed that a body of information would need to be gathered to make a decision in those cases.  Members asked if these disruptions were logged.  Members were informed that meetings were a different issue and were not addressed as part of this policy.  A response could not be provided at the meeting but would be referred to the appropriate officer for a response.

Members referred to occasions where communications were received from unhappy residents and if the policy would cover that aspect.  Members were informed that this would be looked at in an evidenced based approach and if the contact had caused stress which could be included in deciding whether further action needed to be taken.  These would be looked at on a case-by-case basis with support from within the Council on how to best address the situation.

Members were provided clarification on vexatious behaviour and the single point of contact.  Reference was also made regarding to individuals who preferred to contact one person in the authority but should be directed elsewhere so issues could be dealt with appropriately.

Members asked about the number of complaints received and the number of complaints received regarding elected members.  Members were informed that the information regarding the number of complaints would be the subject of a different report and that complaints regarding elected members was subject to the Standards process and dealt with by Legal Services.

Members asked about complaints against staff by other members of staff.  It was explained that this would be a Human Resources policy and not part of the Customers Services policy.

Members referred to dealing with individual constituents, some of which could be complicated and where more than one elected member is contacted but other members not aware and asked if the policy would work in terms of member engagement.  Members were informed that the policy was from an officer perspective.  A number of templates and easy read guide which detailed options and support would be available and assist elected members.

Members explained that face-to-face meetings were held and if there was assistance available.  Members were informed that health and safety policies were applicable in the workplace and cross reference would be made in the policy.

Members made reference to the earlier point regarding disruption to meetings and that this was as a result of the complainant not being happy with the response and if there could be a link to the policy regarding disruption to meetings.  Members were informed that this would need to be investigated.

RESOLVED that:

1.         The Unreasonable Behaviour Policy and updated Corporate Complaints Policy be noted.

2.         The comments provided by members be noted.

3.         The updated policies be circulated to members.