Office Standards 

This page sets out the standards that apply when engaging with my Office.

I totally understand that people might act out of character in times of trouble or distress. I know many people contact me in upsetting circumstances, often when they desperately need help and feel they have nowhere else to turn.

However, I cannot tolerate unacceptable behaviour, or actions that result in excessive demands on my staff that prevent them from carrying out their duties effectively. It is those behaviours and actions that I aim to manage under this policy.

Aggressive or Abusive Behaviour 

I know that some constituents might be upset or angry about the issues they have raised in their correspondence. It is not acceptable if that anger escalates to aggression or abuse towards myself or staff. Any violence or unacceptable language will not be tolerated.

Violence includes acts of aggression that may result in physical harm, as well as behaviour or language (whether verbal or written) that may cause staff to feel threatened.

Unacceptable language includes that which is offensive, derogatory, patronising, or discriminatory in any way.

This policy is also inclusive of comments aimed at third party organisations. I may decide that such comments are unacceptable because of the effect that listening to, or reading them, may have on my staff. Examples include rudeness, offensive comments, derogatory remarks, making inflammatory statements, or raising unsubstantiated allegations against these third parties.

All threats against my staff will be taken very seriously and if staff feel scared or threatened at any point during a conversation with a constituent, the interaction may be ended at any time.

Unreasonable Demands 

A demand becomes unacceptable when it starts to (or when complying with the demand would) impact substantially on the work my staff carry out on my behalf. Examples of this behaviour include:

• Repeatedly demanding a response within an unreasonable timescale.
• Insisting on seeing or speaking to a particular member of staff, when that is not possible,
• Repeatedly changing the substance of a complaint or raising unrelated concerns.
• Making repeated and unnecessary contact during the course of us dealing with a complaint or carrying out an investigation.
• Refusing to accept a decision where explanations for the decision have been provided.

 Unreasonable Levels of Contact 

Sometimes, the volume and duration of contact made to my office by an individual can make it difficult for my team and I to process their case.

This can occur over a short period, for example, a number of calls in one day or hour.

It may also occur over the lifespan of a complaint when a constituent repeatedly makes long telephone calls to us or inundates us with copies of information that has been sent already or that is not relevant to the complaint.

I consider that the level of contact has become unacceptable when the amount of time spent talking to a constituent on the telephone, or responding to, reviewing, and filing emails or written correspondence impacts on my ability to deal with that complaint, or with the concerns of other constituents.

Harassment 

My staff have the right to carry out their duties free from harassment or threats of harassment. I ask everyone to respect that my staff are delivering a service on my behalf and therefore this may not reflect their own views or preferences.

Examples of behaviours I consider to be harassment against my office include:

• Recording telephone discussions and publishing the information online including on social media.
• Contacting staff using their personal details or social media presence.
• Publishing personal, sensitive, or private information about staff online or other public domains such as noticeboards or newsletters.

Staff are not required to provide constituents with any personal information about themselves.

Refusal to Co-operate 

When looking at a complaint, my office will need to ask the individual who has contacted us to work with us. This can include:

• Agreeing with us about the nature of the complaint we will look at.
• Providing us with further information, evidence, or comments on request.
• Helping us by summarising their concerns.

Sometimes, an individual repeatedly refuses to co-operate and this makes it difficult for us to proceed. My office will always seek to assist someone if they have a specific, genuine difficulty complying with a request. However, it is not acceptable to bring a complaint to my office and then not respond to clear and appropriate requests by staff.

Social Media

I regularly engage with constituents with a range of views and indeed ones that are critical of me. However, I operate a constructive engagement policy on all of my social media channels and reserve the right to take action against any profiles that demonstrate unacceptable, aggressive or abusive behaviour – or breach any of the other policies on this page. I also operate a zero tolerance for fake profiles.

My social media channels are not official channels of my office. I cannot respond to every comment and encourage those who require a response to be in touch with my office via phone or email. Constituents who are unable to reach my social media channels for any reason are welcome to be in touch with my office via phone or email.

Actions I May Take 

When my office experiences behaviour or demands which are unacceptable, I may consider taking more formal action. The actions I will consider can include the following:

• Warning the constituent about their behaviour and requesting that the constituent modifies their behaviour in future contact with us.
• Appointing a specific point of contact for the constituent.
• Communicating only in writing or via a representative.
• Deciding not to investigate a complaint on the basis that it has been pursued in a way that is unacceptable.
• Restricting or limiting contact.
• Stop all communication with a constituent.

Confidentiality 

I process data in line with data protection regulations. Though I am required to confirm you are a constituent before assisting you, I will always give constituents the option of remaining anonymous in representations where it remains possible for me to assist. There are certain circumstances in which I will be required to share information regardless of consent, including:

• If a constituent informs me or a member of my team that they have a plan to hurt themselves or any other person.
• If a constituent informs me or a member of my team that they have committed or intend to commit an illegal act.

In such cases, the appropriate authorities may be informed without consent.

I take my responsibilities as a constituency MP very seriously and aim to do all in my power to assist any person who seeks my support. The above standards are set out to allow my team to discharge their duties effectively. If you have any questions, please email: stephanie.peacock.mp@parliament.uk