Agenda item

The Committee gave consideration to a report presented by the Customer Strategy and Services Manager, seeking to update the current Difficult, Dangerous and Complex Customer Policy (2019), replacing it with the Managing Unacceptable Customer Actions Policy. This was to reflect the need for updated processes, changes to how the Council worked and full consideration of the human rights and Equality Act 2010.

It was explained that the previous policy was last updated in 2019, and to enable the development of this replacement policy there had been extensively consultation with front-line teams and the Joint Staff Consultative Committee. It was acknowledged that from time to time there would be customers who had a variety of challenges in their lives, and this could make those customers difficult to deal with when they were accessing services. Those challenges ranged from contact such as long, complex, or regular emails, letters, telephone calls or visits to reception, as well as challenging social media posts. Often there would be intimidating language, threats to officers, other customers, and threats made by customers about self-harm or worse.

It was explained that in November 2023, the Institute of Customer Services (ICS) reported that service organisations were still reporting incidents of violent attacks through to virtual abuse, with 60% of staff reporting such abuse, even though 12 months ago the law changed and attacks on service sector staff, physical or verbal, became classed as aggravated assault. Additionally, the Local Government Chronical reported that a study by the Association for Public Service Excellence (APSE) revealed that four out of five councils had experienced intimidation and harassment towards members, officers or other staff from the public. It was therefore necessary to have a policy in place to be able to deal with such issues, which affected all Council staff, and the Committee was requested to approve the adoption of the policy as presented to them.

Members were wholly appreciative of the work undertaken by Council Officers and the risks they faced particularly when working in public-facing roles. The updated policy was welcomed, alongside the changed title to it, and Members offered their support where needed, for example by having contact with individuals if it may assist.

In response to a query regarding the three month review period, the Committee heard this was as recommended by the Local Government Ombudsman and was standard practice. A Member of the Committee enquired as to the phrasing of ‘do not respond in kind’ and it was clarified that this meant Officers should not respond to a customer in the same manner as they were presenting, For example, do not raise voices in response to a raised voice, do not use intimidating language in response to intimidating language. It was further explained that staff underwent rigorous training on de-escalation techniques, as well as front-office staff receiving security accredited training.

Members reiterated their thanks, not only to the Officers who had worked on the refresh of the policy, but also to all those who would be affected by such incidents.

Having been moved and seconded, the Chairman took the vote and it was unanimously

RESOLVED that

a)    the Managing Unacceptable Customer Actions Policy and appendices within the report be approved for formal adoption and to provide the right guidance to employees and customers regarding this matter; and  

b)    any future minor housekeeping amendments be delegated to the Director of Commercial and Operational Services in consultation with the Chairmen of the Joint Staff Consultative and Corporate Policy and Resources Committees.