Customer notice

We all have the right to be treated with respect and feel safe. We will not tolerate abuse.

We all have the right to be treated with respect and feel safe. We ask everyone to observe that right and refrain from unacceptable behaviour when in contact with us or receiving services from us.

Unacceptable behaviour includes:

  • verbal abuse (such as personal insults and harassment, swearing or threats to the person, their property, or other people associated with them)
  • violence/physical abuse (such as throwing objects, hitting, punching, kicking, biting, spitting or inappropriate touching)
  • harassment (offensive, hostile, degrading or intimidating behaviour about age, disability, gender identity, ethnicity, religion/belief or sexual orientation, including hate speech and sexual harassment)
  • making unreasonable demands
  • persistent or vexatious contact (unreasonably frequent contact; aiming to cause annoyance)
  • spreading malicious rumours
  • your behaviour online (including social media), in writing, over the phone, or face-to-face

If unacceptable behaviour occurs, we will take action.

Depending on the type of behaviour and our legal responsibilities to provide a service to you or your family etc. the action we take could include:

  • asking you to control your behaviour
  • ending contact with you
  • restricting who you can contact or how you can contact representatives of the Council
  • involving the police

People can sometimes express frustration or anger about situations, and this may result in raised voices and a loss of temper. However, such behaviour will be regarded as unacceptable if it persists or becomes abusive, violent, threatening or harassing.

Social care: appropriate restraint may be used in accordance with the restraint policy for the service. Tolerance may apply where medical conditions or medication cause inappropriate behaviours (for example, a service user who has had a stroke can’t control their swearing).

Your rights

You also have the right to be respected and feel safe. If you are unhappy about the service you receive from us you can get in touch with us using our feedback process.

Please note: we may also keep records about you and your behaviour in line with our privacy notice.