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Acceptable Behaviour Policy

As the Member of Parliament for North East Hertfordshire, I am proud to help and support all those constituents who contact my office. Since being elected, I have already helped a great many people across issues like housing, disrepair, schooling, the environment and so much more.

 

I understand that at difficult times, and during moments of trouble and distress, people may act out of character. I know that there are often upsetting or distressing circumstances leading up to a constituent approaching the office.

 

However, to safeguard the well-being of my team and to ensure I can continue to help all those who need it, I operate a zero-tolerance policy to abuse of any nature.

 

I cannot tolerate behaviour or actions that result in unacceptable, unreasonable, or excessive requests or demands on my staff. And similarly, behaviour which may make other constituents feel threatened.

 

In such a case, we’ll give you a chance to rectify any inappropriate behaviour before we stop helping you – unless your behaviour threatens the safety of myself, my staff, or any others.

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Definitions of Unacceptable Behaviour

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Aggressive or abusive behaviour

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This is behaviour or language (written or spoken) that could cause my staff to feel afraid or threatened at any time. 

This includes threatening emails, telephone calls, comments on social media or elsewhere – this is not designed to be an exhaustive list. 

This behaviour however may include, for example:

•    insulting or degrading or patronising language;
•    inappropriate banter or innuendo;
•    making serious malicious allegations that individuals have committed criminal, corrupt or perverse conduct without evidence;
•    any form of physical violence or threats of physical violence
•    derogatory racist, sexist, ageist, homophobic or transphobic remarks;
•    discriminatory comments relating to disability, perceived gender, religion, belief, or any other personal or protected characteristic.

I have zero tolerance of any physical violence, intimidation, or threats. In the case of any physical violence or threats my office will cease to engage immediately and refer the matter onwards to the police for further action. 
 

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Unreasonable demands, vexatious complaints and excessive requests

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Unacceptable demands may include:

 

  • Repeatedly demanding a response within an unreasonable timescale;

  • Insisting on speaking to, or refusing to speak to, a particular member of staff, when that is not possible;

  • Demanding excessive surgery appointments where not required;

  • Making repeated and unnecessary contact during the course of us handling a case, waiting for a reply from a third party or carrying out an investigation;

  • Raising the same issue repeatedly when we’ve already helped you or we have told you we can’t help further;

  • Refusing to accept a decision when it relates to issues where I have no direct authority or where it would be inappropriate for me to be involved (e.g. legal matters).

 

Unacceptable or persistent levels of contact may include:

 

  • Repeated telephone calls over a short period, for example, a high number calls in one day or week;

  • Repeatedly emailing over a short period on the same issue;

  • Lengthy telephone calls repeating the same points;

  • High volumes of repetitive correspondence by email or post;

  • Unnecessarily or excessively copying me into emails to third parties.

 

It is not acceptable to knowingly provide us with incorrect or false information and doing so prevents my office from successfully dealing with your case.

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Harassment

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Examples include:

 

  • recording telephone discussions and publishing the information online or via social media

  • contacting staff using their personal details or social media presence including Facebook, Twitter or LinkedIn

  • publishing personal, sensitive or private information about staff online or on noticeboards or newsletters.

 


Refusal to cooperate
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When looking at a complaint, my office will need to ask the individual who has contacted us to work with us.  This can include agreeing with us:

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

Sometimes, an individual repeatedly refuses to co-operate and this makes it difficult for us to proceed.  My office will always seek to assist someone if they have a specific, genuine difficulty complying with a request.
However, it is unacceptable to bring a complaint to my office and then not respond to clear and appropriate requests by staff.
 

 
Reasonable adjustments

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I understand that some constituents may find it difficult for them to express themselves or communicate clearly, especially when they are anxious or upset.  In order to do this, we ask that they explain what adjustments they’re looking for and how this will ensure they can access the service my office offers.
My office will always consider making reasonable adjustments for a constituent asked to do so.  Examples of adjustments we can consider are:

•    we could consider using different methods of communication;
•    providing written communication in large print, coloured text, or in translation where possible;
•    giving clear warnings if conversations become unproductive and allowing constituents to opportunity to modify their behaviour before ending a call.

However, I do not expect my staff to accept being subjected to aggressive, offensive, threatening or abusive actions, language or behaviour.
 

I may still use the policy if there are actions or behaviours which are having a negative effect on our staff or our work even where a reasonable adjustment has been made.
 

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Actions I may take

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When my office experiences behaviour or demands which are unacceptable, I may consider taking more formal action. The actions I will consider can include the following:
 

•    Warning the constituent about their behaviour and requesting that the constituent modifies their behaviour in future contact with us;
•    Appointing a specific point of contact for the constituent;
•    Communicating only in writing or via a representative;
•    Deciding not to investigate a complaint on the basis that it has been pursued in a way that is unacceptable.;
•    Stop all communication with a constituent;
•    Restricting or limiting contact;
•    Reporting the matter to the Police.
 

Where it is decided that formal action must be taken to manage someone’s behaviour I or my office, will inform them of the decision in writing.  

A note will be placed on our records to this effect.​

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