Our approach
We are committed to providing high-quality services to everyone and treating all customers fairly, with respect, and in a professional way. In return, we ask that our staff and Councillors are treated with the same dignity and respect.
Most customers contact us appropriately, even where they are frustrated or upset. However, this policy explains how we will respond where behaviour becomes unacceptable or places an excessive strain on our services.
What this policy is for
This policy explains:
- What we consider to be unacceptable or unreasonable behaviour
- How we will respond to such behaviour
- When and how we may limit or manage contact with the Council
- It applies to anyone contacting the Council, including people acting on someone else’s behalf.
What we expect from customers
We understand that people may feel stressed, frustrated, or upset when contacting us. We will always try to respond helpfully and with patience.
However, we expect customers to:
- Communicate respectfully
- Allow staff to deal with enquiries in line with our procedures
- Accept that there may be limits to what the Council can do
What is unacceptable behaviour?
Unacceptable behaviour is conduct that is aggressive, abusive, or offensive and affects the wellbeing of staff or Councillors.
Examples include:
- Threatening or abusive language or behaviour
- Harassment, intimidation, or discriminatory remarks
- Repeated shouting, rudeness, or offensive communication
- Making false or malicious allegations
- Threats of violence or damage to property
We have a zero-tolerance approach to this type of behaviour. Serious incidents may be reported to the Police or lead to legal action.
What is unreasonable behaviour?
Unreasonable behaviour is when contact becomes excessive, repetitive, or places a disproportionate demand on our resources.
Examples include:
- Repeatedly contacting us about the same issue without new information
- Sending large volumes of emails or making excessive phone calls
- Refusing to accept decisions after processes are complete
- Raising multiple or unrelated issues at the same time
- Making unrealistic demands or expecting responses within unreasonable timescales
This may also include excessive or repetitive use of automated or AI‑generated communications where it prevents us from progressing the issue effectively.
How we will manage behaviour
Where behaviour becomes unacceptable or unreasonable, we will take steps to manage the situation.
This may include:
- Warning the customer about their behaviour
- Ending a call or interaction if behaviour is inappropriate
- Declining to respond to abusive communication
- Requiring communication to be through a specific channel or third party
We will normally give customers the opportunity to change their behaviour before any formal restrictions are applied.
When we may restrict contact
If behaviour continues or is particularly serious, we may introduce restrictions such as:
- Limiting how often or when you can contact us
- Requiring communication through a single point of contact
- Restricting contact to written communication only
- Not responding to repeated or duplicate enquiries
- Only responding to specific issues
In extreme cases, direct contact with staff may not be allowed.
We will always explain:
- Why the restriction is being applied
- What it means in practice
- How long it will last
Fairness and support
We aim to apply this policy fairly and proportionately.
Where appropriate, we will consider:
- Whether a customer has additional needs or vulnerabilities
- Whether reasonable adjustments are required
Reviewing decisions
Restrictions are regularly reviewed (typically after 12 months).
If behaviour improves, restrictions may be reduced or removed. However, if problems continue, restrictions may be extended or reintroduced.
Key message
We are here to help and will always treat customers with respect.
In return, we ask that everyone engaging with the Council does so in a way that allows us to deliver services safely, fairly, and effectively for all.