A new ‘unacceptable behaviour’ policy has been approved by Gedling Borough Council after some staff were abused or assaulted by complaining customers. The Labour-run authority says key workers were facing “difficult behaviour” while doing their jobs.
The authority says it involves a rise in the number of people becoming frustrated and sometimes angry with staff when making complaints. The council did not provide a figure for the increase, but says it was enough to create a policy aimed specifically at clamping down on abuse.
The policy sets out the actions the council will take if a customer is abusive or violent, and when they’re acting in an “unacceptable” way. This may include committing actions which are “damaging or have hurtful effects” either physically or emotionally, or lead to “staff being afraid for their personal safety”.
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It says that, while each incident should be considered “on its own merits”, the first actions should include asking customers to treat them with respect. The policy then specifies the incident should be passed on to managers if the behaviour continues, and then again to the heads of council services.
If the heads of services or council directors believe further action is needed, they will be responsible for enforcement against the customer. This could include restricting calls or contact with the customer, refusing them access to council buildings or refusing to process further complaints about their issues.
The policy was approved by cabinet members today (December 8). In the meeting, the authority said it understands the pressure some customers are under but that staff “shouldn’t face abuse”.
Francesca Whyley, the authority’s head of governance and customer services, said: “We absolutely understand times are difficult and customers are experiencing all kinds of challenges. But our services are working very hard to try and address those.
“We need to be clear that staff don’t have to face and shouldn’t face abuse, or sometimes even assault, when they’re coming to work trying to do the best they can.” Councillor Michael Payne (Lab) is the deputy leader of the authority.
He added: “Times are desperate at the moment and people need additional support from public services, not least from the council. As people are struggling, sometimes tempers flay. But officers and diligent staff who work for us are human beings as well.
“They care about the people we’re trying to help and are sometimes on the receiving end of quite difficult behaviour. This can have an impact on their physical help, but sometimes also too on their mental health as well.
“This is incredibly welcome. Both we and central Government need to do all we can to protect the people working hard to support others at difficult times.”
Following its approval, council staff will be given guidance on how the policy will be applied. Cllr John Clarke (Lab), leader of the authority, added: “I’d like to take a moment to thank our staff because I know they have taken a fair amount of abuse.
“Members on all sides of this council have too, and it’s not acceptable. If this helps people to understand what will happen if they do misbehave, I really welcome it.”
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