5. Receiving and Recording a Report of Anti-Social Behaviour

Anti-Social Behaviour Procedure
Closed7 Jun, 2024, 09:00 - 5 Jul, 2024, 17:00
5.1 Reports of ASB can be made by anyone either directly or via a third party, such as the Police, MP or Local Authority. Reports can be made via the telephone, in writing, in person or via the Connexus website.
5.2

The initial log of the complaint should contain the following information:

  • Name(s), address(s) and contact details
  • Date and time of the most recent incident/complaint; Recording the date and time of the incident is crucial to both provide factually correct information and for the ability to corroborate accounts where other witnesses exist.
  • Description of incident/complaint; Take as much information as the complainant is willing to provide. It is important not to rush and to allow the individual time to recount their version of events to you. Always remember to record how the incident(s) made the complainant feel at the time, how it has affected them since and any measures they have had to take in order to avoid such an incident reoccurring.
  • Frequency; Take details of all incidents and how often they have occurred. This will include details of any historical issues.
  • Who was/is involved? Ascertain who is involved, their names and addresses, if known.
  • Is the complainant being targeted? Investigate if the complainant or their household feels they are being targeted. If so, why does the complainant think they are being targeted.
  • Were there any witnesses? Record all details of any witnesses. They may be required to provide further information at a later date.
5.3 Once the above information is collated it should be logged on CX as an ASB case and assigned to the relevant officer. If the case is serious then it should be responded to within 1 working day. General cases will be responded to within 3 working days.
 
Supported Housing Schemes
5.4 Where the complainant and/or perpetrator is a resident within a supported housing scheme any reports of ASB will initially be sent directly to the officer responsible for managing the scheme (Independent Living Co-ordinator/Housing Co-ordinator etc). Such reports should still be logged as an ASB case on CX as indicated at 5.3.
5.5 Where there are persistent ASB issues or individuals do not moderate their behaviour then guidance should be sought from a Housing Officer or Enforcement Officer. A case should only be referred to a Housing Officer or Enforcement Officer when the officer responsible for managing the scheme has tried to resolve the issue(s) without success. It will be necessary to share relevant information relating to the ASB complaint with the Housing or Enforcement Officer.
Reports Received From a Third Party
5.6 Where a report is made via a third party, no information on the individual’s circumstances will be shared with the third party without confirmation of consent gained from the individual or in line with the information sharing protocol
Anonymous Report
5.7 Where a person reporting ASB wishes to remain anonymous the officer dealing with the report should:
  • Reassure them that if they do give their identity Connexus will not inform the alleged perpetrator without their prior consent
  • Gain as much information as possible about the ASB incident(s)
  • Discuss the action we can take in tackling ASB, including the support and protection that can be provided
  • Not place undue pressure on the individual to provide their name and/or address
5.8 If the person reporting ASB still wishes to remain anonymous the officer should explain the limitations it imposes to investigating the complaint and that we will be unable to provide any feedback on our investigation and action taken. The details of the ASB report should still be logged on CX as per 5.3 of this procedure with the complainant recorded as anonymous.
Reports Involving Employees Of Connexus
5.9 Any report involving an employee of Connexus (whether as a complainant or perpetrator of ASB) should automatically be assigned to a Team Leader (as a minimum) for investigation and further action. If you are unsure who the ASB report should be assigned to you should seek guidance from your manager.
5.9.1 In the event of a colleague being subjected to harassment or hate crime from a customer, a risk assessment should be carried out to specifically consider the health, safety and wellbeing of the colleague. This assessment and review should be conducted, within 48 hours of the incident being reported, by the colleagues line manager in conjunction with the Health and Safety Business Adviser, Human Resources and Organisational Development Manager and Housing Manager. This group will review the incident and potential risks to make a decision on the best course of action to take. Should the group not be able to agree on the most suitable course of action, the Director of Operations should be contacted who will have the final say.





 

 

 

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