URL: https://moderngov.fareham.gov.uk/ieDecisionDetails.aspx?ID=2789

Decision Maker: Executive

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: Yes

Purpose: The report presents an update to the existing Unreasonable Complainant Behaviour policy.  The updates are minimal but expand on methods of communication such as telephone and how customer behaviour that escalates will be managed.   The Council’s complaints policy explains how customers can make a complaint and the procedure that will be followed  A consistent approach to handling complaints came into effect on 1 April 2024 in line with the obligation on the Council to follow a two-stage process set out in the Housing Ombudsman Code of Complaint Handling, mirrored in the Local Government and Social Care Ombudsman’s draft Complaint Handling Code.     Whilst the Council is committed to dealing with all complaints fairly, on occasion, our employees experience unreasonable and/or persistent behaviour from customers.  This can be experienced via methods such as email or written communication, over the phone or when seeing a customer in person. It can also encompass all these as well.   Whilst low in numbers, these experiences are unfortunately increasing and have included more serious incidents which has resulted in the need for the policy to be updated.   The Local Government and Social Care Ombudsman provide guidance to help local authorities and other bodies within their jurisdiction to develop a proportionate approach when responding to unreasonable behaviour, based on their view of good practice in dealing with these customers.   The Council’s updated policy is presented for approval, and changes include the removal of the word ‘complainant’ in the title and provides a summary of how escalating behaviour will be managed and recognises the methods used when communicating with customers.

Content: The report presents an update to the existing Unreasonable Complainant Behaviour policy.  The updates are minimal but expand on methods of communication such as telephone and how customer behaviour that escalates will be managed.   The Council’s complaints policy explains how customers can make a complaint and the procedure that will be followed  A consistent approach to handling complaints came into effect on 1 April 2024 in line with the obligation on the Council to follow a two-stage process set out in the Housing Ombudsman Code of Complaint Handling, mirrored in the Local Government and Social Care Ombudsman’s draft Complaint Handling Code.     Whilst the Council is committed to dealing with all complaints fairly, on occasion, our employees experience unreasonable and/or persistent behaviour from customers.  This can be experienced via methods such as email or written communication, over the phone or when seeing a customer in person. It can also encompass all these as well.   Whilst low in numbers, these experiences are unfortunately increasing and have included more serious incidents which has resulted in the need for the policy to be updated.   The Local Government and Social Care Ombudsman provide guidance to help local authorities and other bodies within their jurisdiction to develop a proportionate approach when responding to unreasonable behaviour, based on their view of good practice in dealing with these customers.   The Council’s updated policy is presented for approval, and changes include the removal of the word ‘complainant’ in the title and provides a summary of how escalating behaviour will be managed and recognises the methods used when communicating with customers. RESOLVED that the Executive approves the updated Unreasonable Behaviour Policy, for adoption, as attached at Appendix A to the report.

Date of Decision: May 18, 2026