Antisocial Behaviour and Hate Policy

Our service standards have been developed and informed by customers, ensuring that these focus on the areas that are important to them. The service standards are referred to throughout this policy.

We believe that everyone has a right to enjoy their home and feel safe where they live. We are committed to working with residents and other agencies to tackle antisocial behaviour and hate incidents.

What you can expect from us

• We will respond to all reports of ASB and hate incidents in the appropriate timescale detailed in the policy and provide you with a named investigating officer
• We will offer you an appointment to discuss your concerns, either in person or by telephone
• We will investigate and take appropriate action to resolve ASB in line with our ASB and Hate incident Policy
• We may work with other agencies to resolve cases, for example with the police, social care, health and community safety partners
• We may offer mediation if this is an appropriate way to resolve the issue
• We will undertake a customer assessment tool with the complainant. This will be used to help identify any risks and to ensure that victims receive appropriate support and intervention tailored to their circumstances. This could be provided directly from us or through referrals to other agencies
• We will agree an action plan with you. This will set out the actions that we will aim to complete and what actions we expect the complainant to complete
• We may ask you to use incident diaries, noise recording systems or other personal observations of incidents. We will explain to you how this is done and for what period of time
• We will keep you updated throughout the case investigation every 10 working days unless agreed otherwise
• We will use the lowest appropriate level of sanction in all cases. Where informal sanctions have failed and there is evidence of further nuisance, we will use appropriate legal sanctions, such as injunctions or possession orders
• When we close a case, we will discuss this with you and send you a letter confirming the outcome and explaining how you can complete a satisfaction survey detailing how you thought the case was dealt with and to provide any feedback that you may wish to make
• We will keep your personal data safe and secure and not share it with other organisations without your consent, unless required to do so by law

What we expect from you

• Your cooperation with our investigation process once you have made a complaint of ASB
• Help us gather evidence, for instance by keeping diary sheets or using a noise app
• Report relevant incidents to appropriate agencies, such as the police
• Tell us if you feel you need additional support
• Provide us with your feedback once your case is resolved through a satisfaction survey