Decision details

Unreasonable customer behaviour policy

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes


For the Cabinet Member to consider the adoption of a Unreasonable Customer Behaviour Policy.


To adopt the policy

Reasons for the decision:

To enable the council to have a fair and consistent approach to addressing situations where a customer’s conduct is unreasonable or unreasonably persistent to the extent that it hinders the council’s consideration of their or other people’s enquiries or concerns.

Alternative options considered:

To continue without a policy – considered but rejected as formal policy allows council to be consistent and fair in its approach, in line with Local Government Ombudsman guidelines.

Publication date: 10/04/2019

Date of decision: 10/04/2019

Effective from: 16/04/2019

Accompanying Documents: