Antisocial Behaviour and Hate Policy

Throughout our investigation we will keep in regular contact with you as the customer, providing updates and managing expectations from the outset. We will ensure that you understand the process and potential outcomes as well as offering the relevant support throughout our investigations. We will provide a named investigating officer and contact details.

There may be occasions where we cannot share information with you if this relates to another person's tenancy or personal circumstances. However, we will always explain the reason why.

There may be occasions where we feel that the situation would benefit from a multi-agency approach to dealing with the incident(s) reported. We will keep all data safe and secure. Information will only be shared with other agencies with the customer's consent, unless there is a risk to the person. 

All information that we do receive and discuss with you will be treated with a sensitive approach.

Support for the customer

When you report an ASB or hate related incident we will listen to you and take you seriously. We will also ask you some questions as part of our Customer Assessment Tool (CAT), to help us understand what has happened and what impact the situation may be having on you, to ensure we offer you advice and support that meets your needs and keeps you safe.

If you ask us to, we will talk and listen to any friends or family members who are supporting you, who might be able to help us gather evidence.

In addition, we will consider any information you share with us from any medical professionals or other professional agencies you are working with as well as any information you share with us about your physical or mental health, which may make you more vulnerable or more affected by the issues you are experiencing. We will also provide information to medical professionals in relation to what you're experiencing if you wish us to do so.

We will regularly review and update your CAT with you to ensure the support we provide meets your needs. We will treat any information you share with us sensitively.

If you feel you are unsafe in your home, we may be able offer security measures to you. We will look at the type of property you live in and what appropriate measures we have available to us.

We will refer you to support agencies and share information with them if you wish us to do so. An example of the support services we refer to are as follows.

• Northumbria Victim and Witness Service
• health-related services
• advocacy services
• peer support
• Oasis
• MIND
• Age UK

More information on available support organisations

Case action plan

As part of the initial investigation, we will create a shared action plan for both the investigating officer and the customer on the case.

We will agree the actions that we will take to investigate and resolve your complaint with you. We will keep you updated on the investigation and contact you every 10 working days, unless agreed otherwise with you.

We will tell you if there are any actions that we need you to take and for how long, explaining the reason behind this.

We will also agree with you which other agencies or services we will work with to help us investigate the issues and support you. We will not share any of your personal information without your consent, unless we have a legal duty to do so.

We will regularly review the case with you, to ensure you are kept up to date with progress, changes and actions, amending action plans throughout the process if needed.