Acceptable Behaviour Policy

Office of Tom Hayes MP – Member of Parliament for Bournemouth East

Creation Date: 04/02/26

Next Review: 03/02/27

1. Purpose of this Policy

The Office of Tom Hayes MP exists to support constituents with parliamentary and constituency matters. We recognise that people may contact the office during times of stress, frustration, or distress, and we aim to treat everyone with fairness, dignity, and respect.

However, behaviour that is abusive, threatening, racist, discriminatory, or that prevents staff from carrying out their duties safely and effectively will not be tolerated. This policy sets out the standards of behaviour expected when engaging with the office and explains the actions that may be taken where those standards are not met.

2. Scope

This policy applies to all contact with the office, including:

• email and written correspondence

• telephone calls and voicemail

• in-person visits

• social media messages and comments

• contact via third parties acting on an individual’s behalf

3. Expected Behaviour

We expect all individuals contacting the office to:

• communicate respectfully and courteously

• engage constructively and allow staff to carry out their duties

• refrain from abusive, threatening, or discriminatory language or conduct

• respect the personal safety, dignity, and wellbeing of staff

4. Unacceptable Behaviour

Unacceptable behaviour includes, but is not limited to:

Aggressive, Abusive, or Threatening Conduct

• threats of violence or harm, explicit or implied

• aggressive or intimidating language

• shouting, swearing, or hostile tone

• messages intended to cause fear or distress

Racist, Discriminatory, or Hateful Content

• racist, sexist, homophobic, transphobic, or otherwise discriminatory language

• content targeting protected characteristics under the Equality Act 2010

• demeaning, dehumanising, or inflammatory remarks

Harassment or Inappropriate Contact

• repeated or excessive contact that is disproportionate or disruptive

• contacting staff via personal email addresses, phone numbers, or social media

• publishing or threatening to publish personal information about staff

• recording or sharing correspondence without consent

Unreasonable or Persistent Behaviour

• refusing to accept explanations or decisions after they have been clearly given

• repeatedly changing the substance of a complaint

• making unfounded allegations of criminal, corrupt, or malicious conduct

• insisting on contact with a specific staff member when this is not appropriate

5. Reasonable Adjustments

We recognise that some individuals may have additional needs or may find communication challenging. Where appropriate, and on request, we will consider reasonable adjustments to support constructive engagement, including:

• alternative communication methods

• accessible formats

• clear warnings before ending an interaction

Reasonable adjustments do not apply to threatening, racist, or abusive behaviour.

6. How the Office Will Respond

Where behaviour breaches this policy, the office may take one or more of the following actions:

• issue a written warning requesting a change in behaviour

• end telephone calls or meetings immediately

• restrict communication to written correspondence only

• limit contact to a single point of contact

• decline to progress or continue casework pursued unacceptably

• block or refuse further communication

• report threats or serious abuse to the police or relevant authorities

Any formal action taken will be recorded on office systems.

7. Zero Tolerance of Threats and Racism

Threatening behaviour and racist or discriminatory content are taken extremely seriously. The office has a zero-tolerance approach to:

• threats of harm or violence

• hate speech or racially abusive content

Such behaviour may result in immediate restriction of contact and referral to the police, without further warning.

8. Review

This policy is reviewed periodically to ensure it remains appropriate, lawful, and effective in protecting staff and maintaining a safe working environment.