Issue - meetings

This report asks Cabinet to approve a policy and procedures for responding to those customers whose behaviour is persistent and potentially vexatious.

RESOLVED:       That Cabinet approve the adoption of the procedures set out in Annex B to this report.

REASON:           To ensure that the Council has clear arrangements in place to deal with abusive or vexatious customers.

Members considered a report which asked Cabinet to approve a policy, set out at Annex A, and procedures for responding to those customers whose behaviour was persistent and potentially vexatious, at Annex B of the report.

Following the recent move to West Offices a new set of standards had been developed to provide a framework for interaction with customers and residents. On the few occasions when customer contact was considered extreme and/or inappropriate the Council had a duty to respond to this behaviour for which the policy at Annex B had been developed.

The Cabinet Member confirmed the need to protect staff from abusive and violent behaviour and his support for the adoption of the proposed policies and procedures.

Officers with reference to earlier comments confirmed that the confidential central log of those with restricted contact would be reviewed every six months by the Assistant Director, Governance and ICT as delegated by the Director of Customer and Business Support Services.

RESOLVED:       That Cabinet approve the adoption of the procedures set out in Annex B to this report. ^1.

REASON:           To ensure that the Council has clear arrangements in place to deal with abusive or vexatious customers.