Why it matters: The council currently lacks consistent procedures to protect employees from threatening or abusive contact, leaving staff vulnerable when dealing with difficult situations. The new policy will provide a council-wide approach to managing unacceptable behaviour from any person contacting the council.
The details: The Managing Unacceptable Behaviour Policy introduces a three-stage escalation process. Stage one involves an informal written notice from a head of service warning that restrictions may be applied. Stage two sees an assistant director issue a formal warning letter outlining consequences. Stage three allows a director to impose contact restrictions as a last resort.
The policy defines unacceptable behaviour as conduct that hinders the council's work or makes unreasonable demands on resources. This includes threatening language, discriminatory remarks, excessive contact, and refusing to cooperate with complaint processes.
What's next: The Executive committee will consider adopting the policy at their meeting on 8th July 2025. If approved, it will be implemented across all council services with staff training to follow.
For context: The policy aligns with Section 5 requirements from both the Housing Ombudsman and Local Government Ombudsman's 2024 Complaint Handling Codes. These require local authorities to have policies for managing unacceptable behaviour during formal complaints processes.
The other side: The council acknowledges the policy could impact people with disabilities if not implemented sensitively. Expert guidance is being sought to ensure no-one is unfairly affected, with annual reviews planned to monitor any adverse impacts.
The bottom line: This policy gives Ipswich Council formal powers to protect staff whilst ensuring residents can still access services through reasonable and respectful communication.
