Office Standards Policy

I am currently supported across both my constituency and Westminster office by five members of staff.

Across both offices I receive a large volume of contacts via e-mail, letter and telephone every day. My team and I work hard to support and respond to constituents in an efficient manner, aiming to reply within 15 working days from the date of contact. Please note that this is a guide, and on occasions responses may take longer for a variety of reasons.

I can assure you that I will represent the case to the best of my ability, I cannot provide assurances that the outcomes constituents seek are achieved.

My team and I will work hard to handle constituent concerns  with empathy and compassion, I can understand that the circumstances leading to constituent contact can be as a result of upsetting or distressing circumstances, however there is a zero tolerance for any behaviour that has a negative impact on my staff or I, and will be managed in accordance to this policy.

1. Aggressive or abusive behaviour

I realise that many constituents can present the concerns they raise with me with frustration and upset. If the upset, or frustration escalates into aggression, hostility, violence or abuse towards my staff or myself it will be considered unacceptable and will not be tolerated. 

This is not limited to physical harm and will include behaviours and language that leads to me or my staff feeling unsafe, offended, afraid, threatened, and or abused, through all means of interaction (face to face, written and verbal).

Whilst I acknowledge that a constituent may be upset, it will never be acceptable to raise your voice or use abusive language (swearing) to me or my staff.

Examples of unacceptable language and is not limited to:

• Swearing
• Rude and offensive language
• Discriminatory language (including racism, sexism, homophobic or transphobic comments)

2. Unreasonable requests

A request will be deemed unreasonable when there is a significant impact on the ability to carry out my roles and responsibilities as an MP, and the supporting activities of my staff.

Examples of unreasonable requests and is not limited to:

• Repeated demands for a response with an unreasonable timeframe
• Setting one-sided deadlines
• Insistent requests to meet with me or my staff when this is not possible or appropriate
• Changing the content or the enquiry, raising matters unrelated to the concern
• Continual requests to pursue a concern where a matter has been fully explored and a comprehensive response provided. This is not limited to cases where new evidence can be provided to support the re-opening of a case.

The effect of the above outlined behaviours means that the request takes an unwarranted amount of time, and doing so results in other constituents and their concerns being actioned efficiently.

3. Extreme levels of contact

I receive a large number of contacts each day from constituents, organisations and various other channels. Extreme levels of contact for the purpose of this policy is an unmanageable volume of contact via all methods over a short period of time.

Examples of extreme contact includes and is not limited to:

• Repeated contacts where acknowledgement and narrative have been shared on the actions being taken forward
• A number of telephones calls over a short period of time (e.g. in one hour, one day or over the duration of a case)
• Persistent e-mails providing information irrelevant or in duplication to the concern in hand.
• Refusal to accept a decision where justification has been provided

It will be considered that the contact has become unreasonable when the amount of time spent talking to a constituent, reviewing contacts and filing writing correspondences impacts the ability to action the enquiry or that of other constituents.

4. Harassment

It is the right of me and my staff to be able to work in a safe environment and to not feel threatened. It is important to me that constituents show respect to my staff who are delivering a service on my behalf, it is not always the case that this will reflect their personal view or preferences.

Examples of harassment include but are not limited to:

• Recording without consent
• Publishing information without consent
• Making contact through non-parliamentary contacts (e.g. personal social media accounts, personal e-mails, or telephone numbers).

Approved means of communication are via the following

• Constituency Office – 01233 515107
• Westminster Office –
• E-mail – [email protected]
• Website – www.sojanjosephmp.com

5. Refusal to co-operate

In order to act upon a constituent concern, it may be that further information is required. This is to ensure that the situation is fully understood and support me to make an appropriate representation of the matter.

When information is withheld or provided inaccurately this can delay the efficiency in dealing with the concern at hand, and in circumstances where this occurs the actions my staff and I are able to pursue will be limited, or in some cases non-existent.

It is not acceptable for constituents to make contact, and then not respond to clear and appropriate requests I make or staff on my behalf. This also includes any advice or recommendations provided to the constituent that will support to resolve the concern and are not actioned. This also includes behaving unacceptably to third party organisations that may be involved in the case whereas a result the organisation is no longer able to engage.

6. Reasonable adjustments

My team and I fully appreciate that constituents may find it difficult to articulate themselves and communicate their concerns clearly at times of distress. My team and I will do our best to support under these circumstances, however, do ask that you are open to ensure that reasonable adjustments are made. This will ensure that the contact and time spent is used effectively.

Examples of adjustments that will be considered, but not limited to is:

• Varied methods of communication to include in person meetings, virtual meetings, written, and telephone correspondence
• Adjusting the format of written communication for example larger fonts, coloured text or translations
• Provide clear notice where behaviour is escalating and the contact is becoming ineffective.

7. Actions I may take

At the time when my staff or I feel that a behaviour has been unacceptable, the following action may be taken:

• Formal reporting to the local police, Operation Bridger and the Parliamentary Liaison and Investigations Teams (PLaiT)
• A written warning, detailing the behaviour of concern and a request for behaviour to be modified for the means of future contact
• Allocating a single point of contact within the team
• Adjusting the means of communication to written only
• Restricting, limiting or terminating contact (in extreme circumstances including blocking a constituent’s e-mail and telephone number)

If any of the above steps are taken a written record will be kept in the office for the purpose of record keeping.

As your local Member of Parliament, I want to take this opportunity to re-assure you that my team and I will work hard to support constituents to the best of our ability. On occasions as previously mentioned this may not always achieve the expected outcome of the constituent, or in a timeframe for which the constituent would prefer.

Please take the time to read “MPs and constituency etiquette” where my role and responsibilities are outlined in detail. As the MP for Ashford, I am here to serve the constituency, which as of June 2024 had a population of 112,690 alongside many Parliamentary duties I will attend to and therefore would also ask that as a constituent you have exhausted all means of resolution in the first instance.