Anti Social Behaviour service standards
What is the Housing, Anti-social Behaviour and
We believe that residents are entitled to live in well-managed
homes where they feel good about themselves and their
communities. We are committed to taking clear steps to deal
effectively with anti-social behaviour, nuisance and harassment so
that residents can live in a comfortable and safe environment.
Our dedicated Housing, Anti-social Behaviour and Enforcement
Team (HASBET) aims to tackle and reduce anti-social behaviour by
supporting victims and taking action against those who cause
problems for their neighbours.
Click here to find out more about
anti-social behaviour and HASBET
What can I expect from the service?
- When you contact the Housing, Anti-social Behaviour and
Enforcement Team to report anti-social behaviour, we start an
investigation within a set time (see ‘Response times’ below). We
have a service standard for achieving these response times.
- After we have investigated your complaint, we will:
- tell you about any action we have taken to deal with the problem;
- tell you why we are not able to take action.
- If we need you to fill in diary sheets to record incidents, we
will explain how you must do this. At first we will ask you to keep
the diary sheets for no more than five working days. After this
time we will review them with you. If they are useful, we may ask
you to continue.
- We will not reveal your identity unless you agree that we
- We will contact you regularly to keep you up to date with the
steps we are taking to deal with your complaint. We will do this by
letter, e-mail or phone, or by visiting you. We will agree with you
how regular the contact will be.
- We will write to you and tell you the name of the housing
enforcement officer who will deal with your case.
- We will take the lead, and work with other agencies, to deal
with problems. Examples of other agencies are the Social Services,
public health, street wardens and the police.
- We will tell you what support we and other agencies can give
you. Examples of other agencies are Victim Support and
- We understand that you may not feel able to give evidence in
court. If this happens, we will try to use the evidence that other
people, such as housing officers and street wardens, have gathered.
We will discuss what this means with you.
- If you are willing to be a witness and give evidence at court,
we will give you support before, during and after any legal
- We will ask you to fill in a satisfaction feedback form after
your complaint has been investigated. This will help us to continue
to improve and develop our procedures.
We put all incidents of anti-social behaviour reported to us in
categories according to their seriousness, and investigate the most
serious as a priority. If an incident is made up of several
different types of anti-social behaviour, our staff will treat the
most serious part of the complaint first.
Category 1– response the next working day
This is for the most serious types of anti-social behaviour.
- Verbal abuse, harassment, intimidation, threatening
- Hate-related incidents (based on a person’s sex, race,
sexuality, disability, religion or age)
- Drugs, substance misuse, drug dealing
- Domestic violence, abuse
- Other physical violence
- Abuse and threats to staff
Category 2 – response within three working
- Vandalism and damage to property
- Alcohol-related incidents
- Prostitution, sexual acts, kerb-crawling
- Other criminal behaviour
Category 3 – response within five working
- Pets and animal nuisance
- Nuisance from vehicles
- Litter, rubbish, fly-tipping
- Garden nuisance
- Misuse of shared areas and public space, loitering
Our service standards
- We will always send you details of our Victim Support Officer.
We aim to do this within five working days for 99% of our
- We will contact you within the following times to offer a
face-to-face interview, or an interview by phone or by e-mail if
you would prefer. The timescales are based on how serious the
anti-social behaviour is.
- The next working day if the anti-social behaviour is very
- Within three working days if the anti-social behaviour is
serious but does not need an immediate response.
- Within five working days for less serious types of anti-social
- We will always contact the person you say has carried out the
anti-social behaviour. We aim to do this within five working days
of the timescales above for 97% of our customers. We will only do
this with your permission. In certain circumstances, it may not be
appropriate to contact them and we will explain the reasons for
this to you.
- We will always send you a customer satisfaction form. We aim to
do this within five working days of closing a complaint for 99% of
Click here to download a full
copy of the Housing Anti-social Behaviour and
Enforcement Team Service Standards
Local offers are commitments that have been designed by tenants
to improve housing services. We talked to lots of
tenants to find out what is most important to them to help us
improve. Two of our local offers for 2012-2013 will be
delivered by HASBET: