Office Standards

Public expectations and conduct towards my staff

I represent over 100,000 people in Leeds South West and Morley. My 2-person casework team and I have been so proud to support thousands of constituents since my election in July 2024.

I understand that the types of cases we deal with may lead to my constituents feeling distressed and anxious. However, I cannot ask my staff to deal with unacceptable conduct while they complete their essential work.

I also have a duty to work for all my constituents. If one person stops my team from completing their work, that has an immediate impact on hundreds of active cases.

Treating staff with respect

The behaviours listed below prevent my staff from completing their work. These can also affect their wellbeing and safety, which I will never accept.

This document outlines examples of unacceptable conduct and how we will respond to such behaviour.

Aggressive and abusive behaviour is conduct which:

• Is violent or abusive towards myself or my staff

• Causes my staff to feel intimidated, afraid, or threatened

• Includes shouting and/or excessive swearing

This can also be language which, when used against staff:

• Is derogatory, offensive or patronising• is discriminatory

• Makes allegations of a criminal or perverse nature without evidence

Unacceptable or excessive demands includes:

• Expecting responses within an unreasonable timescale (i.e. before 10 working days for casework inquiries and 20 working days for policy inquiries)

• Insist on speaking to a particular member of staff when they are not available

• Make unnecessary, repeated contact whilst my team are working through your case

• Refuse to accept the conclusion of a case when explanations have been provided and all available avenues of inquiry have been exhausted

Examples of unacceptable levels of contact include:

• Multiple telephone calls over a short period of time

• Lengthy phone calls which repeat the same points of discussion that have already been covered

• Very high volumes of emails or letters referencing the same matters that have already been addressed

• Unnecessary or excessive copying of us into emails to other parties

Cooperation

My office will request details relevant to the advancement of your case. This will usually include personal details, reference information and in some cases written permission.

If an individual refuses to cooperate and share relevant details, then we may be unable to continue with their case.

Reasonable adjustments

My office will always consider using different methods of communication (e.g. large print) if this is more beneficial for any constituent’s case.

Actions I may take when my staff are subject to unacceptable conduct I will consider taking the following actions:

• In the first instance, I will let the constituent know and ask them to treat my staff respectfully

• I may choose to appoint a different member of staff to the constituent’s case

• My office may restrict contact, choosing to only communicate updates via letters if necessary

• Where all avenues have been exhausted, I may ask my office to cease contact with the constituent if their conduct towards my staff does not change

• In extreme cases I may choose to skip some steps and in the interests of my staff’s wellbeing and to ensure my office can be run effectively for all constituents.