Recommendations - Durham Constabulary, June 2023
We identified organisational learning from a review following other handling.
A complainant was put on a 'communication and contact strategy' due to alleged duplication of complaints placing excessive demand on the professional standards department. After reviewing relevant documentation, we advised the force needed to make decision-making and rationale more clearly in recordable audits.
IOPC reference
Recommendations
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.
Recommendation accepted:
A guidance document shall be implemented which shall support the IOPC guidance. This shall include and reference the need for a communication plan for individuals, as well as regular reviews and the timely recording of information.
The IOPC recommends that Durham Constabulary’s Professional Standard Department (PSD) should, where appropriate, consider providing rotating single points of contact (SPOC’s) to on-going and regular service users.
This follows an IOPC review of a complaint handled otherwise than by investigation by Durham Constabulary, whereby a complainant believed he had been treated unfairly due to asking for reasonable adjustments. The same person in PSD was dealing with the complainant for over two years regarding different complaints. Rotating single points of contact would provide a fresh perspective and ensure reasonable adjustments remain tailored and are reviewed regularly.
Recommendation accepted:
The IOPC guidance which is followed by the Constabulary recommends a SPOC for cases of this nature. This can assist in terms of knowledge of the case as well as reducing the number of officers complained about with the PSD department.
That said, it is accepted that after a SPOC has been in place for a lengthy period this should be reviewed, and consideration be placed on allocating a new SPOC. This shall allow for fresh perspective and new ideas in terms of assisting the complainant.