Managed contact
At times we have to deal with unacceptable behaviour, such as persistent contact that can divert officers from delivering services to the rest of our residents. We will take any measures necessary to manage this to protect our services and staff.
The purpose of the policy is to:
- define the customer complaint behaviours that are unacceptable.
- ensure that the ability of staff to conduct business is not affected by individuals who behave in this way.
- ensure that our officers have a safe working environment and are not exposed to this behaviour.
- empower our staff to deal confidently and effectively with this behaviour.
- provide a clear process and procedure for the application and review of ‘special measures’.
Who does this policy apply to?
The policy applies to all members of the public (customers) when they are interacting with us.
What behaviour is considered unacceptable?
Behaviour is considered unacceptable when it makes staff feel intimidated, threatened or abused, such as:
- threats
- verbal abuse
- offensive language
- derogatory remarks
- rudeness
- making inflammatory statements
- raising unsubstantiated allegations
More details about our managed contact policy can be found below.