Behaviour and Contact Policy
I am proud to represent the people of Middlesbrough South and East Cleveland. My constituency service is supported by a small team of dedicated staff, who work hard to assist as many local residents as possible, as quickly and effectively as they can.
I understand that at times of distress or frustration, people may act out of character. Many of those who contact my office have been through upsetting circumstances. However, I must also ensure that my staff can carry out their work in a safe and respectful environment.
For this reason, I have put in place a policy to manage unacceptable behaviour and unreasonable demands.
Aggressive or Abusive Behaviour
While I recognise that constituents may feel upset or angry, aggression towards my staff is never acceptable. Abuse – whether verbal, written or physical – will not be tolerated, including any behaviour or language that causes members of my team to feel offended, threatened, or intimidated.
Shouting, swearing, discriminatory language, as well as making serious allegations of corruption or criminality without evidence is not acceptable.
If any member of my team feels scared or threatened during an interaction they may bring the conversation to an end immediately and, if necessary, contact the police.
Unreasonable Demands and Levels of Contact
My team must be able to manage their casework load fairly across all constituents. Excessive demands – such as repeated urgent requests, insisting on particular staff, changing complaints repeatedly, or overwhelming the office with emails on unrelated issues – can prevent others from receiving the help they need and is not acceptable.
Harassment
My staff have the right to a safe workplace which is free from harassment.
Harassment includes the recording and publishing conversations without consent, contacting staff through personal channels or publishing personal information online.
Actions My Office May Take:
- Issue a formal warning
- Appoint a single point of contact
- Restrict communications to writing only
- Decline to investigate complaints pursued unacceptably
- Block phone numbers or email addresses
- Report matters to the police if necessary
Where formal action is taken, a note may be placed on our records.