Our Unacceptable Behaviour Policy on a Page

You Said, We Did: Unacceptable Behaviour Policy on a Page

Thank you to everyone who took the time to review our Unacceptable Behaviour Policy on a Page and share feedback through our survey. Your comments helped us create a document that is clearer, fairer and easier to understand.


What you said: "By providing some real examples."

What we did: We included practical examples throughout the document to demonstrate what unacceptable behaviour may look like in different situations, such as aggressive behaviour, unreasonable persistence and excessive contact.

Why we did it: Customers told us that understanding what behaviours may be considered unacceptable was one of the most important aspects of the policy. Adding examples makes expectations clearer and helps customers better understand the policy in practice.

What you said: "How you are going to step up and support autism adults through the process."

What we did: We strengthened the section explaining that we will consider vulnerabilities, disabilities, support needs and reasonable adjustments before making decisions under the policy.

Why we did it: Customers told us it was important that individual circumstances were taken into account, ensuring a fair and personalised approach for everyone accessing our services.

What you said: "A few well-chosen words showing empathy and advice on the pursuit of cooperation with staff to help obtain a better solution."

What we did: We introduced the document with our commitment to ensuring every customer feels heard, understood and respected. We also made it clear that being upset or assertive does not automatically make behaviour unacceptable.

Why we did it: Customers told us they wanted the document to feel supportive and respectful rather than punitive. This helped us create a balanced approach that explains expectations while recognising that customers may be contacting us during difficult circumstances.

What you said: "What the process is if unacceptable behaviour continues."

What we did: We included information about the actions Citizen may take if unacceptable behaviour continues, how decisions are made and customers' right to appeal.

Why we did it: Customers highlighted the importance of transparency and wanted to understand what could happen, how decisions are reached and what options are available if they disagree with a decision.


The Difference Your Feedback Made

Because of your feedback, the final Policy on a Page:

  • Provides clearer explanations of unacceptable behaviour.
  • Includes practical examples to help customers understand expectations.
  • Places greater emphasis on vulnerability, disability, support needs and reasonable adjustments.
  • Explains how decisions are made and how customers can appeal
  • Uses a respectful and supportive tone throughout.

Thank you to everyone who shared feedback. Your views directly influenced the final version of the Unacceptable Behaviour Policy on a Page and helped ensure it reflects what matters most to customers

You Said, We Did: Unacceptable Behaviour Policy on a Page

Thank you to everyone who took the time to review our Unacceptable Behaviour Policy on a Page and share feedback through our survey. Your comments helped us create a document that is clearer, fairer and easier to understand.


What you said: "By providing some real examples."

What we did: We included practical examples throughout the document to demonstrate what unacceptable behaviour may look like in different situations, such as aggressive behaviour, unreasonable persistence and excessive contact.

Why we did it: Customers told us that understanding what behaviours may be considered unacceptable was one of the most important aspects of the policy. Adding examples makes expectations clearer and helps customers better understand the policy in practice.

What you said: "How you are going to step up and support autism adults through the process."

What we did: We strengthened the section explaining that we will consider vulnerabilities, disabilities, support needs and reasonable adjustments before making decisions under the policy.

Why we did it: Customers told us it was important that individual circumstances were taken into account, ensuring a fair and personalised approach for everyone accessing our services.

What you said: "A few well-chosen words showing empathy and advice on the pursuit of cooperation with staff to help obtain a better solution."

What we did: We introduced the document with our commitment to ensuring every customer feels heard, understood and respected. We also made it clear that being upset or assertive does not automatically make behaviour unacceptable.

Why we did it: Customers told us they wanted the document to feel supportive and respectful rather than punitive. This helped us create a balanced approach that explains expectations while recognising that customers may be contacting us during difficult circumstances.

What you said: "What the process is if unacceptable behaviour continues."

What we did: We included information about the actions Citizen may take if unacceptable behaviour continues, how decisions are made and customers' right to appeal.

Why we did it: Customers highlighted the importance of transparency and wanted to understand what could happen, how decisions are reached and what options are available if they disagree with a decision.


The Difference Your Feedback Made

Because of your feedback, the final Policy on a Page:

  • Provides clearer explanations of unacceptable behaviour.
  • Includes practical examples to help customers understand expectations.
  • Places greater emphasis on vulnerability, disability, support needs and reasonable adjustments.
  • Explains how decisions are made and how customers can appeal
  • Uses a respectful and supportive tone throughout.

Thank you to everyone who shared feedback. Your views directly influenced the final version of the Unacceptable Behaviour Policy on a Page and helped ensure it reflects what matters most to customers