Following publication of the guidance, a working party with representatives across council departments reviewed and updated our policy to ensure it aligns with the expectations of the complaint handling code. This sets an expectation that there is a clearly defined 2-stage process within the corporate complaints policy.
The refreshed policy also sets the vision and aligns the policy to the customer experience strategy and the council plan, making it easier for those who receive a service to provide feedback.
The complaint handling code does not apply to the policy or procedures for handling statutory complaints. This means that complaints dealt with under the Children Act 1989 Representations Procedure (England) Regulations 2006 and The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 will not be affected.
Procedure for dealing with unreasonably persistent contact and unreasonable behaviour
We have also updated our procedure for dealing with unreasonably persistent complainants and unreasonable complainant behaviour.
Previously, this did not include a procedure regarding responses to individuals who were not a complainant but whose behaviour was considered unreasonable. This updated procedure now provides guidance for responding to individuals who have contact with council employees and whose behaviour is unreasonable.
The refreshed procedure focuses on all communications with the council and not solely at the point an individual raises complaint. It ensures that individuals are treated fairly and consistently and that all communication needs and reasonable adaptions have been considered.
The implementation of the procedure will ensure council employees are protected and have a consistent way of responding to an individual's behaviour that is considered unreasonable prior to that individual becoming a complainant.
View our updated policies