Decision Maker: Executive

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: Yes

Date of Decision: April 1, 2025

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.

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