Principles

1. Being impartial and treating people with respect and courtesy.
2. Treating people without discrimination or prejudice, and ensuring any conflicts of interest are dealt with appropriately.
3. Dealing with people and issues objectively and consistently.
4. Ensuring decisions and actions are proportionate, appropriate and fair.

Examples of what good looks like

• Clearly explaining the rationale for decisions and recording them – ensure that any contractors mirror this behaviour.
• Having clear and accessible appeal routes.
• Being alive to the need for reasonable adjustments to ensure no person is placed at a disadvantage in using a service due to a disability.

Crisis working

1. Ensuring a clear framework still exists for fair and consistent decision making and operational delivery.
2. Committing to a timescale to review any new practice introduced to ensure exceptional working doesn’t automatically become the ‘new normal’.