Policy and Procedure No. 49
Parent Behaviour and Code of Conduct
Millfield Pre-School is responsible for protecting the health and safety of all staff and volunteers in its services and has a duty of care in relation to their physical and emotional well-being. We believe that violence, threatening behaviour and abuse against staff are unacceptable and will not be tolerated. Where such behaviour occurs, we will take all reasonable and appropriate action in support of our staff and volunteers.
- Staff and volunteers have a right to expect that their workplace is a safe environment, and that prompt and appropriate action will be taken on their behalf if they are subjected to abuse, threats, violence or harassment by parents, service users and other adults as they carry out their duties.
- The most common example of unreasonable behaviour is abusive or intimidating and aggressive language. If this occurs, the ultimate sanction, where informal action is not considered to be appropriate or has proved to be ineffective, is the withdrawal of permission to be on the premises.
- Where a person recklessly or intentionally applies unlawful force on another or puts another in fear of an immediate attack, it is an offence in law which constitutes an assault. We would normally expect the police to be contacted immediately.
Any staff member or volunteer who feels under threat or has been threatened, assaulted, or intimidated in the course of their work must report this immediately to their manager who will follow the setting manager’s procedures and guidance for responding.
999 should always be used when the immediate attendance of a police officer is required.
If it is not possible to speak when making a 999 call because it alerts an offender, cough quietly or make a noise on the line, then follow the prompts to dial 55 (mobiles only) for a silent call. Police may be able to trace the call and attend the premises.
Staff may find themselves subject to a pattern of persistent unreasonable behaviour from individual parents or service users. This behaviour may not be abusive or overtly aggressive but could be perceived as intimidating and oppressive. In these circumstances staff may face a barrage of constant demands or criticisms on an almost daily basis, in a variety of formats for instance, email, verbal or telephone. They may not be particularly taxing or serious when viewed in isolation but can have a cumulative effect over a period of time, undermining their confidence, well-being, and health. In extreme cases, the behaviour of the parent/carer or other service user may constitute an offence under the Protection from Harassment Act 1997, whereby:
If the actions of a parent/carer are heading in this direction, staff should speak to their manager who will take appropriate action to support. This may include the manager sending a letter to the aggressor, warning them that their behaviour is unacceptable and may result in further action being taken against them. All incidents must be recorded and reported to the committee.
Harassment or intimidation of staff by parents/carers/visitors
- Through open communication between staff and parents/carers a culture of respect and tolerance should always be promoted. Should this communication and relationship break down due to a parent or parents/carers behaviour towards the staff member the setting manager should contact their line manager for advice and support. Where the staff member feels threatened or intimidated, the aggressive and unacceptable behaviour should be addressed.
- Where the parent/carers behaviour merits it, the setting manager, with another member of staff present, should inform the parent/carer clearly but sensitively that staff feel unduly harassed or intimidated.
- A letter should be sent to the parent/carers and must outline the zero-policy approach for any form of harassment, intimidation or abuse directed at staff.
- Staff must keep a record of incidents, including dates, times, locations, and witnesses.
- If the investigation concludes that the parents/carers expectations and demands are unreasonable, and that they are having a detrimental effect on staff, the Manager and Committee may agree that the child and family must leave the setting.
- If the parent/carer feels unhappy with the setting itself or how they have raised this issue, the setting manager and chairperson might wish to consider advising the parent/carer to make a formal complaint.
Conflict between parents
- We expect parents, carers, family members and anyone else on the premises to behave in a respectful, calm and dignified manner. We do not tolerate inappropriate behaviour, including but not limited to shouting, swearing, being physically aggressive or segregating.
- We expect staff and parents/carers to role model positive behaviour to the children within our care.
- If parents/carers are in a conflict or not behaving appropriately we have the right to ask them to leave the setting’s premises. This is to protect and prioritise the children within our care as they have a right to a safe environment.
- In the event of parent altercation, we will ensure two staff members are present. Other staff will stay with the children inside the setting, welcoming them in in a calm and positive manner. If an incident happens at pick up, we will keep the children inside until the issue is resolved to prevent them from witnessing any negative behaviour.
- If the parent/carers involved are being aggressive to staff members, not leaving when asked or not correcting their behaviour, a member of staff will call the police by dialling 999.
- If this behaviour reoccurs or is ongoing, the manager and the chairperson of the committee will hold a meeting with the individuals involved. If no change is seen, we will consider withdrawing the families place at the setting for the wellbeing of the other children within our care.
We expect all parents/carer to behave politely, professionally and treat staff, other parents and visitors with respect. All our actions are in the best interests of the children and we expect parents, carers and other adults to do the same.
Signed: Clara Hall- Chairperson
Signed: Tegan Kidman- Lead Practitioner/Manager.
Reviewed: 25th Wednesday 2026
Review: 25th Wednesday 2027.