What you can expect from us
To deliver an anti-social behaviour service where we:
- enable you to report anti-social behaviour (ASB) in person, online, in writing and by telephone
- offer a direct duty service Monday to Friday 9am to 5pm, responding to all initial telephone and email contact within one working day and, where investigations are opened, risk assessing and categorising each case by priority:
- category A (emergency and high risk - includes cases relating to hate crime or domestic abuse): 1 working day
- category B (moderate risk cases): 3 working days
- category C (lower risk cases): 5 working days
- assess severity, likelihood of escalation and potential risk of harm or impact by completing an assessment during initial ASB reports
- check if you have any particular needs or vulnerabilities that we need to consider during our assessment of your initial ASB report, so we can make appropriate adjustments
- offer home visits to you whenever necessary or requested - we will undertake interviews or visits out of hours where appropriate
- attend appointments when we say we will, always communicating clearly and in a timely manner
- arrange for you to be interviewed by a female officer whenever this is requested and appropriate
- investigate all ASB reports fully, and promote and ensure compliance with Ealing’s tenancy agreement
- agree an action plan with you
- take a multi-agency problem-solving approach where appropriate, ensuring that each service and agency with a role to play addresses their element of your ASB case appropriately
- regularly update you on how your ASB case is progressing, review the situation with you if we are the lead agency and provide you with a named contact should you wish to raise further concerns
- offer you referrals to relevant support services (including Victim Support) should this be identified or raised as a need
- direct you to other organisations in cases where they may be effective in responding to your ASB report
- deal with identified individuals and hotspots appropriately and proportionately, using powers such as formal warnings, Acceptable Behaviour Contracts, Injunctions, Possession and Closure Orders
- publicise with our partners how we are tackling ASB in Housing News, social media, at public meetings, using local press and on our website
- communicate clearly what the service is responsible for and direct you to appropriate alternatives services where required
- offer responsive and out of hours visits to assess and enforce noise and environmental nuisance concerns, and use evidence gathered as part of these to support further action
We will know when we are getting it right by:
- improving the proportion of tenants who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
- publishing information and statistics on enforcement and intervention actions
- learning from what you tell us about our ASB service by using your survey feedback and incorporating this into our improvement plans
- regularly reviewing feedback from you, resident groups, elected members and professional partners and using this to improve services
- learning from complaints or Ombudsman investigations and incorporating improvements as part of our monthly service meetings
- working with you to help us design improvements to our ASB services you have told us you want to see