Norwich City Council is committed to providing accessible, fair and respectful services to all members of the public. We recognise that people may feel frustrated or distressed when raising concerns, but the Council also has a responsibility to protect its staff, maintain effective services and ensure that everyone is treated equitably.
This policy, developed in line with guidance from the Local Government and Social Care Ombudsman, sets out how the Council will respond in the small number of cases where a person’s behaviour makes it necessary to introduce special arrangements. If someone’s behaviour is deemed unreasonable, we will take proportionate action as outlined in this policy.
For full details, please see our Persistent complaints, enquiries and unreasonable behaviour policy.
We understand that making a complaint can be a stressful experience. However, we expect all individuals to behave reasonably and appropriately. It is not acceptable to be abusive, harass Council employees, or communicate in an inappropriate or threatening manner.
