When you report anti-social behaviour to Your Homes Newcastle, we will: 

• deal with your complaint as quickly as possible
• interview you in private and take details of your complaint
• give you advice on our policies and procedures
• enter your complaint onto our computer system and give it a reference number which you can quote when you contact us 
• give you a ‘receipt’ letter which confirms your complaint is received
• aim to resolve the situation without moving anyone or taking legal action.

We will also give you an ‘Incident Diary’ to complete.  We will explain how to complete it and what it is for.  Copies of diary sheets, guide notes and an example of a completed form are included in the booklet that we will give to you.

We will contact the person(s) you complained about with your permission.  We will work with them to resolve the problem, issue appropriate warnings and take any necessary action.

HASBET will also provide you with information on other people who may be able to help you.  For example, UNITE, our mediation provider, offer a free and impartial mediation service to help people resolve conflicts. Visit www.unite-mediation.org for more information about UNITE. 

We will work with other agencies (e.g. the Police, Public Health, Victim Support and Social Services) to try and resolve the problem.

In serious cases, where a violent or racially motivated incident has occurred, we will act within one working day and ensure that appropriate action is taken.

We keep any information you give us strictly confidential but if legal action is required we may need to disclose information to the defendant or their solicitor.  We will only do this with your permission

We keep you informed of progress throughout.

In March 2008 we published a customer handbook which explains what anti-social behaviour is and how we tackle it.  Click here to download a copy.

Closing your complaint

If we have resolved your complaint or, after investigation we cannot take the case any further, we will:

• contact you to explain why we are unable to take any further action on this complaint
• confirm in writing fully our reasons for doing this
• give you advice on what to do next.