Employees will inevitably come into contact with a small number of complainants who complain; but in doing so take up an unwarranted amount of time and/or impede the investigation of their or another person’s complaint.

13.2   We have adopted the Local Government and Social Care Ombudsman’s definition:

“For us, unreasonable and unreasonably persistent complainants are those complainants who, because of the nature or frequency of their contacts with an organisation, hinder the organisation’s consideration of their, or other people’s, complaints.”

13.3   When dealing with such complainants we will ensure that we do so consistently, fairly and reasonably. We do not view behaviour as unreasonable just because someone is assertive or determined.

13.4   Employees should reference our Managing Unreasonable Behaviour Policy. Any restrictions being considered on a resident’s contact due to unacceptable behaviour should be appropriate to their needs and should demonstrate regard for the provisions of the Equality Act 2010.

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