7. Interviewing Complainants (Including Witnesses)

7.1  The investigating officer must carry out an interview with the complainant in order to gather the full facts of the incident(s). This interview can take place either by telephone or face to face, within the appropriate timescale.

7.2  In making arrangement to meet the complainant(s) the officer should give consideration to the most appropriate place to meet. The location for meeting should be mutually agreed between the officer and complainant. The officer should also consider anyone else who should be included, such as an advocate or friend so that the complainant is adequately supported during the interview. Any specific needs, such as requirement for interpreter or sign language, should be accommodated. Family members under the age of 18 should not be used as interpreters for cases of ASB which include any sensitive or inappropriate information.

7.3  The interview should cover the following points:

• What the problem is
• When, where and how frequently it has happened
• Who is affected
• Name and addresses of any witnesses
• Name(s) and details of perpetrator(s)
• Why they believe the ASB is happening
• Establish if any action has been taken already and by whom, such as police or local authority
• What action they want to see taken. The officer conducting the interview should give consideration to managing the complainant’s expectations.
• The impact the behaviour is having
• Any additional support or protection that can be offered

7.4  Any further actions should be agreed with the complainant during the interview. All notes should be dated, timed and recorded on CX as part of the ASB case. Notes should be recorded using plain English and without the use of abbreviations or slang words. Any further actions should be confirmed in writing to the complainant.

7.5  Where there has been no success in contacting the complainant, after 2 attempts, a letter or email via CX should be sent out outlining what action can be taken. Every effort should be made to investigate the complaint and take appropriate action, where possible. Where there is no further contact from the complainant or no further complaints are made the case should be closed, please refer to section 16.1 of this procedure for guidance on closing the case.
Safeguarding and support

7.6  Where any additional support requirements are identified and agreed the
investigating officer should ensure that the relevant referral(s) is made.

7.7  Any concerns relating to the safeguarding of the complainant or their household should be discussed between the officer and their manager and responded to in line with the Connexus Safeguarding Policy and Procedure.