Engaging with my Office

As your MP, it is a privilege to be able to work on your behalf. My Office receive hundreds of enquiries a day and work extremely hard all year round to try and support all constituents in York Outer. 

I understand that people often approach their MP in times of need and can be experiencing particularly difficult situations. However, I will not tolerate unacceptable behaviour, nor actions that result in unacceptable or excessive demands on my staff in that it prevents them from carrying out their duties effectively. 

Taking all that in mind, I have outlined some principles which I ask anybody engaging with my Office to adhere to.  

The below details how I hope to manage these behaviours, whilst supporting my hard-working team and ensure that constituents feel welcome and valued when approaching my Office. 

Thank you for treating my staff with the same respect and courtesy you would expect in return.  

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 Respect and Safety in My Office 

I fully understand that constituents may feel upset, distressed, or frustrated when raising concerns or making a complaint. My team and I are committed to listening respectfully and assisting wherever possible. However, when frustration escalates into aggression, such behaviour becomes unacceptable. 

Any form of violence or abuse directed at my staff will not be tolerated. Violence is not limited to physical acts; it also includes language or behaviour that causes staff to feel threatened, intimidated, offended, or abused. 

Each case will be considered on its own merits, and I recognise that individuals may be experiencing significant distress when contacting my office. While I respect the right to express strong emotions and viewpoints, it is never acceptable to shout, swear, or act aggressively towards members of my team. 

Unacceptable language includes, but is not limited to: 

• Remarks that are offensive, derogatory, or patronising; 

• Discriminatory comments of any kind, including those that are racist, sexist, homophobic, or transphobic; 

• Serious allegations of criminal, corrupt, or immoral conduct made without supporting evidence. 

In some cases, comments directed at third parties may also be deemed inappropriate if they are likely to cause distress to staff who are required to read or hear them. This includes rudeness, inflammatory statements, offensive language, or unsubstantiated accusations. 

All threats, whether explicit or implied, towards my staff will be taken extremely seriously. If at any point during an interaction a member of staff feels unsafe or threatened, they reserve the right to end the conversation immediately. 

Unreasonable Demands 

A demand becomes unreasonable when it significantly disrupts the work of my staff or the functioning of my office. 

Examples include: 

• Repeatedly requesting responses within unrealistic timeframes. 

• Insisting on speaking with a specific staff member when this is not feasible. 

• Frequently altering the nature of a complaint or introducing unrelated issues. 

Such behaviour can consume an excessive amount of staff time, disadvantage other constituents and delay the resolution of their concerns. 

Excessive or Persistent Contact 

Excessive contact, whether over a short period or throughout the duration of a complaint, can hinder my team’s ability to provide an effective service. 

Examples include: 

• Multiple calls within a brief period. 

• Repeated lengthy calls covering the same points. 

• Sending large volumes of previously submitted or irrelevant material. 

• Excessively copying the office into correspondence with third parties. 

Contact becomes unacceptable when it prevents staff from addressing the complaint efficiently or impacts service to other constituents. 

Harassment 

My staff have the right to perform their duties free from harassment or intimidation. They act on my behalf and may not personally hold the views expressed in our communications. 

Examples of harassment include: 

• Recording and publishing telephone, email, or written conversations online. 

• Contacting staff via personal contact details or social media. 

• Sharing personal or sensitive staff information in public forums. 

Such actions are unacceptable and will not be tolerated. 

Refusal to Co-operate 

Effective casework handling requires cooperation. This includes: 

• Agreeing on the scope of the case. 

• Providing requested information or clarification. 

• Summarising concerns when asked. 

While we will always do our best to support individuals facing genuine difficulties, refusal to engage with reasonable requests impedes our ability to proceed and is considered unacceptable. 

Reasonable Adjustments 

I understand that some constituents may find it difficult to express themselves or communicate clearly, especially when they are anxious or upset.  

To enable my staff to assist constituents, we ask that they explain what adjustments they are looking for and how this will ensure they can access the service my team offers. 

My staff will always consider making reasonable adjustments for a constituent when asked to do so.  

Examples include: 

• Using alternative communication methods. 

• Providing documents in large print, coloured text, or translated formats. 

• Giving clear warnings before ending unproductive conversations. 

However, adjustments do not justify aggressive, abusive, or threatening behaviour. If such behaviour persists, we may still apply this policy despite accommodations made. 

Actions We May Take 

If a constituent’s behaviour is deemed unacceptable, we may take formal steps, including: 

• Issuing a warning and requesting that the constituent modifies their behaviour in future contact with us. 

• Assigning a single point of contact for the constituent. 

• Limiting communication to written correspondence or through a representative. 

• Declining to investigate a complaint pursued in an unacceptable manner. 

• Restricting or ceasing all contact. 

Any decision to take formal action in order to manage behaviour will be communicated to the constituent in writing, and a note will be placed on our records to this effect.