This page sets out what Fylde Council considers to be unreasonable behaviour, and the steps we may take to manage it. We know that dealing with councils isn’t always straightforward, and we welcome challenge – it helps us improve. This guidance addresses behaviour that goes beyond that: persistent, excessive, or disruptive contact that affects our staff and our ability to serve everyone fairly. We have a responsibility to all our customers, and that includes making sure our staff can do their jobs.
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
Behaviour may be considered unreasonable, persistent, or disruptive where it:
- Is abusive, aggressive or threatening towards staff
- Includes offensive language, discrimination or harassment
- Involves persistent or excessive contact that places disproportionate demands on staff time or 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 behaviour is assessed as unreasonable, persistent, or disruptive, we may take proportionate steps to manage contact. Decisions are made by a manager, documented, and applied in line with our Customer Access Charter. We do not take these steps lightly.
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
- Issuing a formal behaviour notice in cases of aggressive or abusive conduct, setting out the specific restrictions and their duration
- 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 at least every three months to ensure they remain appropriate
- Formally recorded, meaning the behaviour may be taken into account in how future contact is managed
- Confirmed in writing, with details of the restriction, its duration, and how to request a review if you believe it has been applied unfairly
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
- Signpost customers to the Local Government Ombudsman as an independent route if they remain dissatisfied after our processes have been followed
We take the management of difficult contact seriously – both to protect our staff and to ensure we can keep delivering services to everyone who needs them. This guidance exists not to discourage contact, but to make sure it stays productive. If you have a concern, we want to hear it. If you have a complaint, we have a process for it. What we ask is that everyone involved – including us – plays their part in keeping things constructive.
