Purpose

The report provides an updated
Unreasonable Complainant Behaviour policy and proposes a centrally managed process
for the very small occasions when the Council implements this policy.

 

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 01 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 have to deal
with unreasonable, persistent or vexatious behaviour from customers.  On these, fortunately rare, occasions this
behaviour can take up a lot of officer time.

 

The LGSCO provides guidance to
help authorities and other bodies within their jurisdiction to develop a
proportionate approach when responding to unreasonable complaint behaviour,
based on their view of good practice in dealing with these customers.

 

The Council’s updated policy is
presented for approval.  Changes include
the introduction of a managed approach when considering applying this policy
and to managing the process for review after it has been applied.

Decision

RESOLVED that the Executive
approves the updated Unreasonable Complainant Behaviour Policy for adoption.