Several incidents involving threats, verbal abuse and the throwing of rocks have prompted the Brighton Council to implement a new anti-aggression policy.
Mayor Leigh Gray said the ‘Unreasonable Conduct of Customers Policy’ aims to address growing concerns from staff facing abuse, aggression and offensive language from a small minority of residents.
“Unfortunately, a small number of people resort to unacceptable behaviour including aggression, verbal abuse, threats or overwhelming our offices with excessive calls and emails,” he said.
“While it is rare, we have sadly seen council staff threatened with physical violence, verbally abused and had rocks thrown at council cars.”
The policy states that unreasonable conduct incidents will be managed by limiting or adjusting how the council interacts with or provides customer services.
This could include restricting who the customer contacts, what issues they can raise, when they can contact the council, where they can meet staff and how they can communicate.
Gray said enacting a formal response under the new policy is only an “absolute last resort”.
“We urge all members of our community to treat one another with respect and to acknowledge the contributions of council staff in making Brighton a wonderful place to live,” he said.
“Many of our staff are also residents, with children in our schools and a stake in our local community, so when they face abuse while doing their jobs, it can have a deeply personal impact.”
“Whether it’s fixing potholes, keeping our parks clean and tidy or ensuring the welfare of animals, our staff are dedicated to providing the highest standards of service to our municipality.”
“We believe in treating everyone with kindness and respect and we always aim to resolve concerns through understanding and open communication.”
