Recommendation 1
The IOPC recommends that Durham Constabulary should create a policy or guidance document which outlines how the force responds to regular and persistent service users, including those with additional needs whilst understanding when and if these communications become unreasonable and unacceptable.
This should include the following:- How to record all on-going communications with service users.- How to record, implement and review any reasonable adjustments identified.This follows an IOPC review of a complaint handled otherwise than by investigation by Durham Constabulary. At the time of the complaint, the complainant’s emails and phone calls were restricted by a communication strategy due to previous repeated attempts to discuss a closed complaint. This strategy can be implemented by a force’s Professional Standard Department (PSD) if unacceptable and unreasonable behaviour continues. However, the force did not document or review the reasonable adjustments requested by the complainant. Durham Constabulary currently relies on the IOPC guidance on handling unacceptable and unreasonable complainant behaviour. A complimentary force guidance or policy document would assist complaint handlers understand the process of recording on-going communications with service users and how to manage those with additional needs.
Addressed to: Durham Constabulary
Linked bodies:
Durham Constabulary