this group they went nuclear straight away. There was no compromise, no finding common ground. They were bombarded with emails, meetings were very aggressive, & left endless voice mails. In the end it just became easier to say yes than to fight
There were some detailed discussions on the relationship boards a few years ago about how certain personality disorders were leading to LAs and agencies being massively and disproportionately tied up by a few service users.
Typical behaviour (and I witnessed this in a previous job) was to send long, endless emails, often multiple per day. Multiple phone calls, often the same issue taken to several people one after the other with no mention they'd already had the conversation, so multiple hares started in different directions. Involved and initiated multiple complaints, often having several running at the same time, to insist on top manager level dealing with them and not speaking to anyone lower, or fixing on one particular member of staff and bombarding them with engagement, multiple bullet pointed issues they wanted replies to, chasing and demanding responses immediately. Endless threats of legal involvement or punishment, lots of meetings where largely the point was to shout at and lecture everyone at length without allowing anyone to speak (often on issues that weren't issues at all or had been solved).
It frequently results in members of staff going off ill with stress, and huge amounts of time, money and resources being poured onto trying to deal with these people as if they were reasonable people . It didn't work. Because for those few service users, the satisfaction and reward was in the behaviour and the reaction/engagement of others. It was often framed as a crusade, as brave people fighting the system, but was actually often no substance and a lot of enjoyment of drama, fights and attention of people trying to soothe, placate, listen and help.
There was one agency who had drawn up processes to identify a vexatious complainant (basically the signs of this client type) and after exhausting two rounds of normal process to prove clearly it was vexatious, then adopt a different system of handling person and complaint which shut down the complaint and refused further engagement.
LAs and all systems need training and systems in this. The behaviour needs to be recognised and separated out from genuine issues and process: as the relationships board often says, you cannot solve a problem by being reasonable with someone incapable of being reasonable. Agencies need boundaries. And to learn how to say no, and stand up to people being sad, angry, critical, without becoming panicked.
Anyone interested in this: take a look at the Issendai blog, she often deconstructs this dynamic and points out why engagement turns out to be pointless.