Unacceptable behaviour

We accept that people under stress or who are feeling angry or upset may react in an abusive or aggressive way to the person with whom they are dealing. However, a balance must be drawn between the ability and desire to assist and what can reasonably be achieved in the circumstances.

If a customer, resident or employee behaves in a way that is unreasonably abusive, we will follow our Aggression in the Workplace policy.

Abusive behaviour may be demonstrated through:

• using threatening, offensive or foul language on the phone
• using threatening, offensive or foul language face to face
• sending threatening or offensive emails
• leaving threatening or offensive voicemails
• the use of offensive or threatening posts on social media networks
• using passive aggressive communications
• using any form of communication that is considered intimidating

We reserve the right to ask anyone who abuses us, verbally or physically, to leave the premises. We also reserve the right to withdraw our services if the situation allows. 

Abusive phone calls may be terminated.

Abusive emails or letter may not be issued a response.

We will support our employees who are subjected to aggression or violence and, where appropriate, pursue legal action against perpetrators.

Debate not Hate

Elmbridge Councillors uphold the principles of healthy and respectful debate. 

Elmbridge Borough Council unanimously supports The Jo Cox Foundation’s ‘No place in politics: tackling abuse and intimidation’