Agenda item

Members received a report that sought feedback on a proposed revision of the North Northamptonshire Council Unacceptable Behaviour Policy ahead of its presentation to Executive.

It was heard that the existing policy had been drafted by Future Northants for implementation on vesting day, and was designed to support North Northamptonshire Council officers, members and customers during interactions. It was considered that an appropriate point had been reached for a review of the policy as the Council approached its third anniversary, in light of a broader understanding of the way the new authority operated and how customers accessed its services.

It was reported that a significant amount of time had been spent working with officers, services areas, Health & Wellbeing leads and Unions to ensure a broad range of input in updating the policy with a view to receiving approval to adopt it at the March meeting of the Executive.

It was considered that the existing policy did not go far enough in assessing the needs of individual customers, with work undertaken to better describe actions  and engagements the Council could undertake when in contact with customers displaying behaviour deemed unacceptable. The revised policy offered a more consistent approach to support staff and was viewed alongside the internal staff alert register that captured risks arising from reported incidents of unacceptable customer behaviour.

Cllr John McGhee questioned the definition of persistent behaviour as well as who would determine the applicable penalties in cases identified. It was noted that this was outlined in the latter stages of the policy document with service leads and Assistant Directors being responsible for determining applicable penalties for unacceptable behaviour.

Cllr McGhee noted that persistent behaviour in seeking redress often stemmed from frustration with service received. This was noted, and the meeting heard that there would be no blanket approach to customer interactions. Contacts would be reviewed and there would not be implementation of indefinite removal of service for anyone showing unacceptable behaviour. It was further noted that only when contact became unreasonable, forceful or excessive or customers refused to accept decisions when due process had been followed would sanctions be imposed.

Cllr Bert Jackson queried training for staff regarding confrontational approaches from customers, with the meeting noting that conflict and resilience training was undertaken in Customer Services, with de-escalation a primary focus.

Cllr McGhee questioned whether there as a code of conduct for staff and who customers could appeal to if they were sanctioned for unacceptable behaviour. It was heard that appropriate procedures were in place for staff behaviour, managed by Human Resources but that the policy did not currently contain an appeals mechanism although this could be added to the document ahead of approval by Executive.

Members accepted the policy as a well-written document designed to address the very small number of instances of recordable unacceptable customer behaviour. It was heard that, once approved, training sessions for staff would be undertaken with the establishment of a centralised audit point for issuing and reviewing of any sanctions applied.