Making the customer aware
The Head of Legal Services and Chief Strategy Officer will contact the customer to let them know their behaviour is being reviewed, following escalation from the service manager (this will act as a second warning). They will consult with the Corporate Management Team prior to deciding on what options to take. Once a decision is made to apply this policy the customer will be told: The council will contact the resident to let them know their behaviour is being reviewed.
This will include:
- why their behaviour is considered unreasonable
- what action we are taking
- whether this action applies across the whole council or is only applied to a specific person, service, or team
- what it means for their contact with the council and how they can contact us
- when the decision was taken
- when the decision will be reviewed / how long the restriction(s) will last
- explain how they can challenge this decision
Also see
Claire Foale
Chief Strategy Officer
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