What you can expect from us – our service standards
- We will respond to all reports of serious anti-social behaviour (hate crime or domestic abuse) within 24 hours.
- All other reports of ASB will be responded to within three working days of the incident being reported.
- We will take positive action to resolve complaints by using a variety of methods including injunctions or mediation.
- We will agree a plan of action with you, including how and when we keep you informed of the action we are taking.
- Offensive graffiti on our property will be removed within 24 hours and other graffiti within seven working days.
- We will monitor the quality of our service by asking for feedback when the case is closed.
- We will provide a written explanation of any action we have taken, if requested
- Customer Service standards – when you contact us
- Feedback – for comments, compliments and complaints
Sometimes anti-social behaviour such as noise can happen because the person responsible is not aware that their behaviour is causing a problem.
We also understand that the noise of everyday living can be annoying but, unless it is excessive or unreasonable, we would not consider it to be anti-social. Some examples of this would be:
- lawn mowing during reasonable hours
- noise from domestic appliances during reasonable hours
- children playing during reasonable hours
Examples of anti-social behaviour include:
- excessive noise nuisance
- verbal abuse
- damage to property, including graffiti and vandalism
- nuisance from vehicles
- nuisance from animals
- littering and fly tipping
- misuse of communal areas
- drug dealing and use
- violence, threats of violence, intimidation and harassment
- domestic abuse.
We always recommend that you try to resolve any issues with your neighbours by talking to them first of all, to see if the matter can be solved quickly and easily.
However, you have the right to peaceful enjoyment of your home and we will not tolerate incidents of serious disturbances, intimidation or abuse of any kind by anyone in our homes or neighbourhoods.
If you are experiencing ASB, you do not have to suffer in silence. You can report incidents of ASB directly to The Community Housing Group by using the online form in MYaccount. If you are not already registered for this service, it will only take a few moments to sign up or you can contact us on 0800 169 5454 or speak to your Housing Officer or Warden, who will be able to give you advice about what action can be taken.
When you have made your report a Housing Officer, Warden or an ASB Enforcement Officer will contact you within three working days, or one working day if the allegation is serious, such as domestic abuse or a hate crime.
You can help us prevent and tackle anti-social behaviour by:
- Being aware of, and keeping to the conditions of your Tenancy Agreement.
- Not causing, or letting your family or visitors cause anti-social behaviour.
- Reporting any anti-social behaviour to us.
- Reporting crimes to the police or allowing us to report them on your behalf.
- Taking responsibility for minor disagreements with your neighbours by trying to sort out problems in a reasonable way.
- Respecting other people’s right to their chosen lifestyle as long as this does not spoil the quality of life of others.
- Helping us gather evidence if we need to take formal action and, if necessary, acting as a witness in court.
If you face acts of harassment, violence or intimidation, you should report them directly to the police as soon as possible. If the people causing the ASB are tenants of The Community Housing Group, or their visitors, you must also report it to us.
Dealing with anti-social behaviour
We work closely with the police to reduce incidents of nuisance and anti-social behaviour in our neighbourhoods. We encourage residents to report all criminal activity to The Community Housing Group and the police so that we can work together to deal effectively with problems.
Safeguarding means reducing the risk and preventing harm occurring to children and adults in vulnerable situations. If you have concerns about a child or vulnerable adult or you have witnessed an incident which has concerned you, please report it. It is better to be wrong than to leave them in a dangerous situation. You can use the confidential Person or Property at Risk reporting line (answerphone message) on 01562 732383 or speak to your Neighbourhood Officer on 0800 169 5454.
This is where tenants keep debris, rubbish, empty boxes, cans, stacks of newspapers and other items in bulk in their home. This not only can endanger themselves but also other tenants as it can be a health and safety hazard, particularly if flammable materials are kept in large quantities. The danger of hoarding could also severely restrict access for the emergency services in the event of an incident and encourage the spread of fires.
We work closely with the Fire Service in cases where we believe that the conduct constitutes hoarding. We will take whatever steps necessary to help overcome this behaviour and ensure the safety and wellbeing of all residents. If you are struggling with the build up of items within your property, please speak to your Housing Officer about how we can help you manage this issue.
Domestic abuse can affect you, your partner your children, your partner’s children or any other person living in your home.
The UK government’s definition of domestic abuse is 'any incident or pattern of incidents of controlling, coercive, threatening behaviour, violence or abuse between those aged 16 or over who are, or have been, intimate partners or family members regardless of gender or sexuality. The abuse can encompass, but is not limited to psychological, physical, sexual, financial and emotional'
If you have been bullied, assaulted, harassed or verbally abused because you are different, then you may have been a victim of hate crime.
We know that hate crimes and incidents can have a serious impact on victims and their quality of life. It has a negative impact on the communities in which we live. We are committed to stamping out all incidents and crimes motivated by prejudice and hate. Victims will always be treated professionally and sympathetically by our staff.
What is hate crime?
For information about what a hate crime is, click here to be redirected to Gov.UK website
If you are a tenant of The Community Housing Group and are suffering from domestic abuse or a hate crime please call us on 0800 169 5454 and we will sign post you to agencies who can help.