Issue - meetings
Policy for managing unreasonable customer behaviour
Meeting: 10/10/2024 - Executive Cabinet (Item 26)
26 Policy for managing unreasonable customer behaviour 
PDF 111 KB
To receive and consider the report of the Director of Customer and Digital.
Additional documents:
- Appendix 1 for Policy for managing unreasonable customer behaviour, item 26
PDF 466 KB
- Appendix 2 for Policy for managing unreasonable customer behaviour, item 26
PDF 432 KB
Decision:
1. To approve the adoption of a formal policy for managing unreasonable customer behaviour.
2. To note the implementation of a Managed Customer Contact Register to alert staff to problematic individuals and properties.
Minutes:
The Executive Member (Customer, Streetscene and Environment), Councillor Adrian Lowe, presented the report of the Director of Customer and Digital which approval to adopt a formal policy for managing unreasonable customer behaviour.
The council was committed to providing the highest level of service and strive to continue to develop and improve services. In a minority of cases customers pursue their requests or complaints in a way that was unreasonable.
By adopting a formal policy, the council set out a clear process on how unreasonable behaviour would be managed. This would ensure a safe working environment for council employees and that the time spent with our other customers was open, fair, and proportionate.
The policy was relevant to all customers, both internal and external, and would be applied by all council employees and Members, including the Leisure Centres.
Resolved (unanimously)
1. To approve the adoption of a formal policy for managing unreasonable customer behaviour.
2. To note the implementation of a Managed Customer Contact Register to alert staff to problematic individuals and properties.
Reasons for recommendations
The policy for managing unreasonable customer contact will set out a clear process on how unreasonable behaviour will be managed. This will safeguard that council employees have a safe working environment, and the time spent with our customers is fair and balanced.
Other options considered and rejected
To not adopt a formal policy for managing unreasonable customer behaviour. This option was rejected because to maintain a safe working environment for council employees we should set out clearly to everyone who accesses our services what we consider to be unreasonable and the steps we may take to deal with such behaviour.