Examples of restrictions

Organisations should not take a blanket approach to restricting contact with services. In most cases it will be sufficient to restrict access to the service subject to unreasonable actions. However, where their unreasonable actions pose a significant risk to staff members or relate to a number of different service areas it may be appropriate to consider organisation wide restrictions on contact.

Restrictions may include:

• Restricting contact to an individual named officer or generic inbox.
• Placing correspondence on file without acknowledgement or reply.
• Restricting access to certain buildings or premises controlled by the organisation.
• Restricting contact to written contact only (having regard to any agreed reasonable adjustments).
• Restricting the length and frequency of telephone calls.
• Restricting access to discretionary services.

Restrictions should be tailored and proportionate to address the unreasonable actions found in each case.

Organisations are able to withdraw mandatory services towards individuals on grounds of unreasonable actions in certain limited circumstances (e.g. homelessness). Withdrawal, of a mandatory service is a serious step and organisations should have regard to wider human rights and equality duties when reaching such a decision.

Dealing with further communication

Where an organisation decides to place correspondence on file without acknowledgement or reply it should still review the contents to ensure it does not contain significant new information or raise any safeguarding concerns. There is no need to advise the individual that their correspondence contains no new information as this may encourage further unwanted communication.