Decision Reference Number: WPCC4-0060
Lead Officer: Polly Reed
Chief Officer approval: N/A
Date: 09/04/2025
Publication: Information in this form is subject to the Freedom of Information Act 2000 (FOI Act) and other legislation. Unless the information provided is covered by an exemption and stated to be either confidential or partly confidential, the information contained in the form will be published on the OPCC website.
Status: Non-confidential
If partially-confidential or confidential please detail the FOI exemption applied and specify which parts are confidential:
Decision summary:
This policy sets out the Office of the Police and Crime Commissioner’s approach in managing contact from members of the public in circumstances where their behaviour is considered unacceptable or unreasonable.
I confirm that my register of interests declaration is up to date and that none of my interests preclude me from making this decision.
Signature: P.Seccombe
Date: 11/04/2025
Supporting information
1. Background information: why do we need to make this decision?
The Office of the Police and Crime Commissioner (OPCC) deals with a significant volume of correspondence from the public each year and tries to ensure that the service provided is approachable, consistent, cost-effective and delivered fairly to all.
This policy sets out the OPCC’s approach in managing contact from members of the public in circumstances where their behaviour is considered unacceptable or unreasonable, thereby adversely impacting on the work and welfare of the members of OPCC staff.
In most cases interactions with the public are dealt with satisfactorily and without concern. However, in a small number of cases, people pursue their issues or complaints with us in a way that is not acceptable. They may behave unacceptably and / or be unreasonably persistent in their contact. This can have an impact on the health and safety or wellbeing of the members of staff who are responsible for managing such communication.
However, it must be noted that not all contact from the public can be dealt with by the OPCC; as the PCC can only act within powers granted under legislation. For example, complaints against the police force are required to be dealt with by the Chief Constable, who is also responsible for all decisions related to operational policing. Furthermore, the PCC will wish to exercise caution in dealing with certain issues which may need to be brought to the OPCC on a future occasion and/or require independent scrutiny e.g. complaint reviews, appeals for ASB case reviews, or as a civil claim. There may also be cases where the PCC cannot add value to an issue raised and pursuing a dialogue will not progress the matter. In cases where the PCC is unable to deal with a matter the OPCC will notify the member of the public and will provide signposting information where appropriate.
2. What additional documents are relied upon? Please provide a link or separate attachments.
Managing Public Contact Policy 2025
3. What benefits will this bring, including financial, social or environmental benefits?
This policy sets out the expected actions and behaviours of the Office of the Police and Crime Commissioner in managing public contact.
4. What is the impact of not approving the application?
Lac k of clarity on how the Office of the Police and Crime Commissioner
5. How much will it cost? (please provide cost breakdown, including any identified savings, and include where they have been approved)
None identified
6. Who has been consulted on this proposal?
The policy has been written to be fully compliant with all relevant legislation and statutory guidance.
7. Will this decision have an impact on any specific individuals or groups or communities?
This policy should support the office’s wish to treat all those who they affect with equality and fairness and recognise
8. Does this decision have legal implications? Has legal advice been sought?
Legal advice has been sought.
Comments from the Chief Finance Officer
There are no financial implications or costs directly associated with this decision, but it will provide for strong governance and professionalism within the OPCC which will help to ensure that value for money and risks are reduced which could result in cost avoidance.
Comments from the Chief Executive and Monitoring Officer
This agreed policy is an essential element of the Office of the Police and Crime Commissioner, providing evidence of sound governance processes.
