Persistent or Unreasonable Customer Contact policy

Version 2 - March 2023 

Monitoring and review

 

Document history

1.0  Purpose

1.1  Wolverhampton Homes is committed to providing solution-focused services for all our customers. When responding to enquiries or concerns, we do not normally limit the form or amount of contact a customer can have with us. However, sometimes the frequency or nature of a customer contact can place a strain on time and resources. This policy aims to address these issues in a fair and respectful way. We will not take a blanket approach but consider each situation carefully.

1.2  We understand that customers may act out of character in times of trouble or distress. There may have been upsetting or distressing circumstances leading up to a customer approaching us for help and we will always take an empathetic and supportive approach.

1.3  Occasionally, the behaviour or actions of customers using our services makes it very difficult for us to deal with their enquiry or complaint. In a small number of cases the actions of individuals becomes unacceptable because they involve abuse of our staff or our processes. This can impact the service we provide to other customers.

1.4  This policy explains how we will approach these situations and applies to all methods of contact including telephone, face-to-face, letters, e-mails, social media, and other digital channels. Please also see our Customer Complaints Policy.

 

2.0     Unreasonable or excessive demands on services

2.1     A demand becomes unacceptable when it starts to (or when complying with the demand would) impact substantially on the work of our services.

2.2     Examples of this behaviour include:

• repeatedly demanding a response within an unreasonable timescale.
• insisting on seeing or speaking to a particular member of staff when that is not possible.
• repeatedly changing the substance of an enquiry or complaint or raising unrelated concerns.
• Continuous contact while we are in the process of considering a matter.
• repeated telephone calls over a short period, for example, a high number calls in one day or week.
• lengthy telephone calls repeating the same points of discussion.
• high volumes of information provided by email or post referencing the same issues.
• unnecessarily or excessive copying us into emails to other parties.

2.3     An example of such impact would be that the demand takes up an excessive amount of staff time and in doing so disadvantages our other customers and prevents their own enquiry or complaint from being dealt with quickly.

 

3.0     Aggressive or abusive behaviour

3.1     We understand that customers can feel upset and angry about the issues they have raised in their enquiry or complaint. If that anger escalates into aggression towards our officers, we consider that unacceptable. Any violence or abuse towards staff will not be tolerated.

3.2     Violence is not restricted to acts of aggression that may result in physical harm. It also includes behaviour or language (whether verbal or written) that may cause staff to feel offended, afraid, threatened or abused.

3.3     We will judge each situation individually and appreciate individuals who contact us about a range of issues may feel upset. While we accept that those who contact us may feel angry, it is not acceptable to shout or swear at our staff.

3.4     Unacceptable language is that which:

• is offensive, derogatory, or patronising.
• is discriminatory in any way, including racist, sexist, homophobic or transphobic comments.
• makes serious allegations that individuals have committed criminal, corrupt, or perverse conduct without any evidence.
• any comments which may be regarded as a hate crime.

3.5     We may decide that comments aimed not at us but at third parties are unacceptable because of the effect that listening or reading them may have on our staff. Examples include rudeness, offensive comments, derogatory remarks, making inflammatory statements, or raising unsubstantiated allegations made towards these third parties.

3.6     Threats against staff will be taken very seriously and if staff feel scared or threatened at any point during a conversation with a customer, the interaction may be politely ended by the officer at any time. We may decide to inform the Police or consider legal action.

 

4.0     Harassment 

4.1     Staff have the right to carry out their duties free from harassment or threats of harassment. We ask all customers to respect that staff are delivering services and communication decisions on behalf of Wolverhampton Homes and therefore this may not reflect their own views or preferences.

4.2     Examples of behaviours we consider to be harassment against our staff include:

• recording telephone discussions and publishing the information online such as through YouTube, Vimeo, or Twitter.
• contacting staff using their personal details or social media presence such as Facebook, Twitter, or LinkedIn.
• publishing personal, sensitive, or private information about staff online or other public domains such as noticeboards or newsletters.
• Behaviour towards our staff that makes them feel intimidated or offended.

4.3     We will publish a code of conduct for customers outlining expected behaviours in order to protect our staff.

 

5.0     Refusal to co-operate with reasonable requests

5.1     When we are looking at a service request or complaint, we will need to ask the customer to work with us. This can include cooperating with us:

• with the details of the enquiry or complaint we will look at.
• to provide us with further information, evidence, or comments on a request.
• help us by summarising their concerns.

5.2     Sometimes, a customer may repeatedly refuse to co-operate, and this makes it difficult for us to respond. We will always seek to support a customer if they have a specific, genuine difficulty complying with a request.

5.3     However, we consider it is unhelpful to bring an enquiry or complaint to us and then not respond to clear and appropriate requests by staff to enable us to resolve the issues raised where possible.

6.0     Reasonable adjustments

6.1     We understand that some of our customers require support and may find it difficult to express themselves or communicate clearly, especially when they are anxious or upset. To help, we ask that customers try to explain what adjustments they’re looking for and how this will ensure they can access our services. More information can be found in our customer support policy.

6.2     We will always consider making reasonable adjustments for a customer if we are asked to do so. Examples of adjustments we can consider are:

• using different methods of communication including home visits.
• providing written communication in large print, coloured text, or in translation.
• consider whether any support can be provided to the customer.
• giving clear and polite warnings if conversations become unproductive, allowing customers an opportunity to modify their behaviour before the officer ends a call or meeting.

6.3     The following options may be suitable, taking the complainant’s behaviour and circumstances into account:

• advising the complainant that repeated calls regarding the complaint in question are not acceptable and will be terminated.
• advising the complainant that their complaint has been responded to as fully as possible in line with our policy and there is nothing to be added, outlining the next steps they may choose to take.
• placing limits on the number and duration of contacts with staff per week or month.
• limiting the complainant to one mode of contact; for example, telephone, letter, or email.
• appointing a single point of contact (SPOC). We will explain the reason for this decision in writing and review it at agreed intervals. A Wolverhampton Homes officer will maintain regular telephone or face-to-face contact at times to be agreed with the customer. This will help to ensure that our communication with and support to the customer is maintained, and they are able to access our services. We will provide a contact number which the officer will call from and which the customer can call themselves if they need to request a service from us during normal office hours. Our customer services team or the relevant services area will direct the customer to their SPOC if they continue to contact them. If a customer has an emergency outside of office hours, they will still be able to reach us in the normal way.
• allowing any personal contacts to take place in the presence of a witness and in a suitable location.
• allowing contact via a third party such as an advocate.
• entering into an agreement about their conduct.
• informing the complainant that future correspondence will be read and placed on file, but not acknowledged or registered where relating to complaints about the same matter.
• adopting a ‘zero tolerance’ policy – this could include a standard communication, for example, “Wolverhampton Homes operates a zero-tolerance policy, and the safety and respect of its staff is paramount at all times.”

6.4     The customer experience panel will be asked to review the proposal. When the decision has been taken to apply this policy to a complainant, we will aim to arrange a meeting with the complainant to explain:

• why the decision has been taken
• what action has been taken
• the duration of that action

6.5     Following the meeting we will write to the complainant to confirm the decision  that has been made. A copy of this policy will be enclosed with the letter.

6.6    All relevant staff should be informed of the decision, where appropriate, so  that there is a consistent and co-ordinated approach across the company. An alert will be placed on NEC.

 

7.0     Urgent or Extreme Cases

7.1     In the event of an urgent or extreme case, safeguarding of staff is paramount. Zero-tolerance policies and procedures should be adopted, and any incident of this nature should be discussed immediately with a member of the Senior Management Team (SMT). An action plan should be developed, and a review should be carried out on the case at the first opportunity after the event.

7.2     Consideration should be given to whether we should take further action. This may include involvement of the police or legal action, where it is believed the complainant has committed a criminal offence, such as harassment, assault on staff or criminal damage. This could also include consideration of using the risk management or health and safety procedures to follow up an event in respect of the impact on staff. A potentially violent person (PVP) system alert may be required.

 

8.0      Operating the policy

8.1     The decision must be recorded on the system and must be supported by the following information: 

• grounds for applying the policy
• any restrictions to be applied, including scope and detail
• date for review – typically after six months and not longer than 12 months,but in exceptional cases this may be extended. In such cases the restrictions would be reviewed on a quarterly basis

8.2     Records will be kept of the name and address of each complainant who is treated as abusive, unreasonable, or persistent, or any other person who so aids the complainant:

• when the restrictions came into force and end
• what the restrictions are
• when the person and the council were advised.
  • Employees should notify the Customer Experience Manager of any contact in  breach of the restrictions used so that further steps can be taken to manage future contact. This should also be recorded on the system.

 

9.0     Appeal of decision by complainant or their representative

9.1     A complainant can appeal against restricted and or changes to contact. The appeal will be considered by a Director who has not been involved in the original decision.

9.2     They will advise the complainant in writing whether the restricted or changes to contact arrangements still apply or a different course of action has been agreed.

 

10.0    Reviewing decisions to implement policy

10.1    The status of the complainant will be reviewed on a monthly basis and there will be a three-month review by the customer experience panel.

10.2    A decision to restrict contact may be re-considered if the complainant demonstrates a more acceptable approach. 

10.3   The complainant will be told the result of this review if the decision to apply this policy has been changed or extended.

10.4   The Senior Management Team will be provided with a regular report giving information about members of the public who have been treated as unreasonable and/or persistent as per this policy.

 

11.0    Policy review 

11.1    This policy will be reviewed on a yearly basis. Changes may be made to the policy ahead of the review date in line with changes in law or business requirements.  

 

12.0    Privacy and personal data

12.1    Customer privacy is important to us, and we are therefore committed to handling personal data in accordance with the provisions of the Data Protection Act 2018, General Data Protection Regulation 2016/679, and any subsequent changes to data protection legislation.

12.2    Our privacy policy can be found on our website: https://www.wolverhamptonhomes.org.uk/privacy