We understand that people may be frustrated or upset when contacting us, and we will always seek to respond with patience, respect and understanding. However, we also have a responsibility to ensure the wellbeing of our staff and the efficient use of public resources.
What we expect from our customers
We ask that customers treat our staff with courtesy and respect. This includes:
- Communicating calmly and respectfully
- Allowing staff to explain processes and respond to enquiries
- Avoiding repeated contact about the same issue where a response has already been provided
- Respecting the outcome of decisions, even if you disagree
What we consider unreasonable behaviour
In line with our Customer Care Policy, behaviour may be considered unreasonable where it:
- Is abusive, aggressive or threatening towards staff
- Includes offensive language, discrimination or harassment
- Involves persistent or excessive contact that places unreasonable demands on council resources
- Repeatedly raises the same issue without providing new information
- Refuses to accept a decision after relevant processes have been followed
- Seeks to disrupt services or prevent us from supporting other customers
How we will respond
Where customer behaviour is assessed as unreasonable, we may take proportionate steps to manage contact. These actions are always considered carefully and in line with our Customer Care Policy.
Measures may include:
- Limiting contact to specific methods (for example, email only)
- Appointing a single point of contact within the Council
- Setting reasonable limits on the frequency of communication
- Declining to respond to repeated correspondence on the same matter
- In extreme cases, restricting or ending contact where there is a risk to staff wellbeing
Any restrictions will be:
- Clearly explained to our customers
- Proportionate to the behaviour
- Reviewed periodically to ensure fairness
Our commitment
Even where restrictions are in place, Fylde Council will continue to:
- Consider new requests or relevant new information
- Deliver statutory services and meet legal obligations
- Treat all customers fairly and consistently
