anti-social behaviour handbook

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Anti-social behaviour:A handbook for customers

Are you affected byanti-social behaviour?

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This information is about how we tackle anti-social behaviour. If you need this in your language or a different language phone 0191 278 8633. This information is also available in large print, easy read format, Braille and audio tape. We can also arrange for you to see a British Sign Language interpreter.

Adaptation Service GB Z_¨ nj BDi †nvgm wbDK¨vmj GWvc‡Ukbm mvwf©m m¤^‡Ü| hviv KvDwÝ‡ji eq¯‹ A_ev wWmG¨veì (kvixiwiK fv‡e A¶g) †Ubv›U‡ì Zv‡ì wbR¯^ N‡i ¯^vaxbfv‡e `xN© w`b _vKvi e¨vcv‡i mvnvh¨ K‡i| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Advice and Support service

GB Z_¨ nj BDi †nvgm wbDK¨vmj GWfvBR Ges mv‡cU© mvwf©m m¤^‡Ü hviv †jvKR‡bi †nvg‡jm (M„nnxb) bv nevi Ges fvov‡U wnmv‡e emev‡mi AwaKvi msi¶‡bi j‡¶¨ KvR K‡i| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Anti-social behaviour GB Z_¨ nj Avgiv wKfv‡e Gw›U †mvmvj wen¨vwfqvi (AmvgvwRK Kvh©Kjvc) `gb Kwi †m m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Asylum seekers unit GB Z_¨ nj BDi †nvgm wbDK¨vmj GmvBjvg wmKvim BDwbU m¤ú‡K© Ges GB BDwbU GmvBjvg wmKvim (ivR‰bwZK AvkªqcÖv_©x) Ges wiwdDwR‡ì (kibv_©x) GLv‡b Ae¯’vbKvjxb mg†q hv‡Z †Kvb eÂbvi wkKvi bv nq wKfv‡e †mUv wbwðZ K‡i †m m¤ú‡K© Z_¨| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Community Care Alarm Service

GB Z_¨ nj BDi †nvgm KwgDwbwU †Kqvi Gjvg© mvwf©m m¤^‡Ü| GB BDwbU wbDK¨vmj GjvKv‡Z emevmiZ †h mg ’̄ †jvKRb kvixiwiKfv‡e A¶g, AaxK eqmx A_ev Aciv‡ai wkKvi Zv‡ì mnvqZvq KvR K‡i| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤v̂‡i †dvb Ki“b- 0191 278 8633

Housing Management GB Z_¨ nj wbDK¨vm‡j KvDwÝ‡ji Ni evoxi eë ’̄vcbvi KvR Avgiv wKfv‡e Kwi †m m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤v̂‡i †dvb Ki“b- 0191 278 8633

Involved GB Z_¨ nj Avgiv wKfv‡e Avgv‡ì mvwf©m (†mev) w`‡q _vwK, Zv‡Z Avcwb wKf‡e AskMÖnY Ki‡Z cv‡ib Ges Avcbvi gZvgZ e¨³ Ki‡Z cv‡ib †m m¤ú‡K©| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Leasehold GB Z_¨ nj wbDK¨vmj wmwU KvDwÝ‡ji jxR †bIqv Ni evoxi eë¯’vcbv wKfv‡e Kiv nq †m m¤̂‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j GB bv¤^v‡i †dvb Ki“b- 0191 278 8633

Modern homes work GB Z_¨ nj wbDK¨vm‡j KvDwÝ‡ji Ni evoxi Dbœqb m¤^‡Ü| GB Z_¨ hw` <evsjvq> A_ev Ab¨ †Kvb fvlvq cÖ‡qvRb nq Zvn‡j Avcbvi GjvKvq ¯’vbxq Awd‡mi wjqvu‡Rv Awdmvi GKRb Abyev`‡Ki eë¯’v Ki‡Z cv‡ib| A_ev GB bv¤^v‡i

Area of YHN work

Adaptations service مستأجران سالخورده يا معلول به اين بخش. است » شما در نیوکاسل هاى خانه« در سازمان انطباقبخش اين اطالعات دربارهطالعات به زبان در صورت نياز به اين ا. كنند درخانه خود به طور مستقل زندگى ترى مدت طوالنىكند تا كمك مى دولتى هاى خانه

فارسى يا زبان هاى ديگر با شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد.Advice and support service

از آن جلوگيرى از است كه هدف» شما در نیوکاسل هاى خانه«در سازمان راهنمایىمشاوره و بخش اين اطالعات در مورد يا در صورت نياز به اين اطالعات به زبان فارسى . حفظ مسكن آنهاست براىنأجرابه مست رسانى كمكخانمان شدن افراد و بى

زبان هاى ديگر با شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد.Anti-social behaviour اين اطالعات در مورد چگونگى برخورد ما با رفتارهاى ضداجتماعى است. در صورت نياز به اين اطالعات به زبان فارسى يا زبان هاى

ديگر با شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد. Asylum seekers unit كند كه اين واحد اطمينان حاصل مى. است» شما در نیوکاسل هاى خانه«در سازمان واحد پناهجویان اين اطالعات در مورد

پناهجويان و پناهندگان در طى مدت اقامتشان در اينجا دچار محروميت نشوند. در صورت نياز به اين اطالعات به زبان فارسى يا زبان هاى ديگر با شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد.


پدير از افراد آسيباين بخش. است» شما در نیوکاسل هاى خانه«در سازمان اهالى سازى آگاهبخش اين اطالعات در مورد همچون سالخوردگان، معلولين و قربانيان بزهكارى حمايت مى كند. در صورت نياز به اين اطالعات به زبان فارسى يا زبان هاى ديگر با

شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد.Housing Management اين اطالعات در مورد شيوه مديريت مساكن دولتى در نيوكاسل است. در صورت نياز به اين اطالعات به زبان فارسى يا زبان هاى ديگر

با شماره تلفن ٠١٩١٢٧٨٨۶٣٣ تماس بگيريد. Involved يا در صورت نياز به اين اطالعات به زبان فارسى. كند تا نظرات خود را دربارة خدمات ما ابراز كنيد مى شما را راهنمايىاين اطالعات

Area of YHN work Strapline to translate

Adaptations service Ces informations concernent le service d’adaptation de Your Homes Newcastle, qui aide les locataires de la municipalité âgés ou handicapés à rester indépendants plus longtemps à leur domicile. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Advice and support service

Ces informations concernent le service de conseil et d’accompagnement de Your Homes Newcastle, dont le but est d’éviter que des personnes se retrouvent sans domicile et de les aider à conserver leur location. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Anti-social behaviour Ces informations concernent la manière de réagir face aux comportements antisociaux. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Asylum seekers unit Ces informations concernent l’unité des demandeurs d’asile de Your Homes Newcastle et la façon dont ils s’assurent que les demandeurs d’asile et les réfugiés ne sont pas désavantagés pendant leur séjour ici. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.


Ces informations concernent le service d’« alarme assistance » de la municipalité de Newcastle, qui apporte un soutien aux habitants qui sont vulnérables de par leur âge ou leur handicap, ou bien à cause de la délinquance. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Housing Management Ces informations concernent la manière dont nous gérons les logements sociaux de Newcastle. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Involved Ces informations concernent la manière dont vous pouvez vous engager et donner votre opinion sur la qualité de nos services. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Leasehold Ces informations concernent la façon dont nous gérons les logements qui ont déjà été loués par la municipalité de Newcastle. Si vous avez besoin de ces informations en français ou dans une autre langue, téléphonez au : 0191 278 8633.

Modern homes work Ces informations concernent les améliorations apportées aux logements sociaux de Newcastle. Si vous avez besoin de ces informations en français ou dans une autre langue, l’« agent de liaison » de votre bureau local peut vous organiser un entretien avec un interprète. Vous pouvez également


Adaptations service Esta informação refere-se ao serviço de Adaptações da Your Homes Newcastle, que ajuda inquilinos sociais idosos ou inválidos a manterem-se independentes em suas casas por mais tempo. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.


Esta informação refere-se ao serviço de Aconselhamento e Assistência da Your Homes Newcastle, que ajuda a evitar situações de sem-abrigo e ajuda as pessoas a manterem os seus arrendamentos. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Anti-social behaviour Esta informação refere-se à forma como lidamos com comportamentos anti-sociais. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Asylum seekers unit Esta informação refere-se à unidade de Requerentes de Asilo da Your Homes Newcastle e à forma como garantem que os requerentes de asilo e os refugiados não estão em desvantagem durante a sua estadia cá. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.


Esta informação refere-se ao Serviço TeleAlarme da Your Homes Newcastle, que presta assistência a indivíduos em Newcastle que sejam vulneráveis devido à idade, invalidez ou crime. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Housing Management Esta informação refere-se à forma como gerimos a habitação social de Newcastle. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Involved Esta informação refere-se à forma como pode participar e dar a sua opinião sobre a maneira como fornecemos os nossos serviços. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Leasehold Esta informação refere-se à forma como gerimos as casas que foram arrendadas pelo Município de Newcastle. Se precisar desta informação em <português> ou noutra língua, queira ligar para o 0191 278 8633.

Modern homes work Esta informação refere-se a melhorias feitas às habitações sociais de Newcastle. Se precisar desta informação em <português> ou noutra língua, o seu Agente de Ligação (Liaison Officer) do departamento local pode organizar para que fale com um intérprete. Ou pode ligar para o 0191 278 8633 e pedir uma tradução por escrito.

Newcastle Furniture service

Esta informação refere-se ao serviço de Mobiliário da Your Homes Newcastle, que fornece mobiliário aos inquilinos para os ajudar a estabelecer as suas casas. Se precisar desta informação em


Adaptations service Информация о службе по адаптации Your Homes Newcastle, которая предоставляет помощь людям пожилого возраста или с ограниченными физическими возможностями в сохранении независимости в их собственных домах на протяжении длительного периода. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.


Информация о службе предоставления консультаций и поддержки Your Homes Newcastle, цьлью которой является предупреждение безприютности и предоставление помощи с арендованным жильем. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Anti-social behaviour Информация о том, как мы справляемся с антиобщественным поведением. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Asylum seekers unit Информация об отделе по вопросам беженцев и их благоприятного пребывания сдесь. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.


Информация о службе по установлению прибора для подачи сигнала для помощи Your Homes Newcastle, которая предоставляет поддержку людям проживающим в г. Ньюкасле, которые считаются беззащитными по отношению к их возрасту, ограниченным физическим возможностям или противоправного поведения. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Housing Management Информация о нашем управлении муниципальными жилыми домами в г. Ньюкасле. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Involved Информация о том, как Вы можете быть задействованы и высказать свое мнение по поводу предоставляемых нами услуг. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Leasehold Информация о том, как мы распоряжаемся жьльем, предоставляемым в аренду Муниципалитетом г. Ньюкасла. Если Вы нуждаетесь в этой информации <на русском> или другом языке звоните по тел. 0191 278 8633.

Modern homes work Информация об усовершенствованиях муниципальных жилых домов в г. Ньюкасле. Если Вы нуждаетесь в этой информации <на русском> или другом языке Ваш работник по связям с общественностью в Вашем местном офисе сможет предоставить помощь с нахождением


Adaptations service Ésta es información sobre el Servicio de Adaptación Your Homes de Newcastle, que ayuda a los inquilinos municipales ancianos o incapacitados a permanecer independientes en su casa durante más tiempo. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.


Ésta es información sobre el Servicio de Adaptación Your Homes de Newcastle y el servicio de apoyo que tiene como objetivo evitar que haya personas sin hogar y ayudar a los inquilinos a mantener su arrendamiento. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Anti-social behaviour Ésta es información sobre cómo combatimos comportamientos antisociales. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Asylum seekers unit Ésta es información sobre la Unidad de Demandantes de Asilo Político Your Homes de Newcastle y de cómo se aseguran de que dichos demandantes y refugiados no vivan en condición de desventaja durante su estancia aquí. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.


Ésta es información del Servicio de Alarmas de Ayuda Comunitaria Your Homes de Newcastle, que ayuda a los habitantes de Newcastle que son vulnerables por su edad, discapacidad o por ser víctimas de un delito .Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Housing Management Ésta es información sobre cómo gestionamos las viviendas municipales de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Involved Ésta es información sobre cómo puede participar y dar su opinión de cómo proporcionamos nuestros servicios. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Leasehold Ésta es información sobre cómo gestionamos las viviendas que ha arrendado el Ayuntamiento de Newcastle. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Modern homes work Ésta es información sobre mejoras en las viviendas municipales de Newcastle. Si necesita esta información en español o en otro idioma, su "Agente de Contacto" de la oficina local puede proporcionarle un intérprete. O puede llamar al 0191 278 8633 para pedir una traducción escrita.

Newcastle Furniture service

Ésta es información sobre el Servicio de Muebles Your Homes de Newcastle, que proporciona muebles a los inquilinos para ayudarles a montar su casa. Si necesita esta información en español o en otro idioma, llame al 0191 278 8633.

Rent Ésta es información sobre la cuenta de su renta. Si necesita esta información en español o en otro


Adaptations service

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Anti-social behaviour

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Asylum seekers unit

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Adaptations service

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Anti-social behaviour

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Asylum seekers unit

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3

What is anti-social behaviour? 4

Anti-social behaviour myth buster 6

Who can I talk to about anti-social behaviour? 8

What is HASBET? 9

Tools and powers 10

What can you do to tackle anti-social behaviour 12in your area?

What can I expect from HASBET? 14

Response times 16

Victim Support Service 18

Your responsibilities as a tenant 20

Putting things right 22

Contact page 24

Contents

4

Your Homes Newcastle believes that residents are entitled to live in safe, well managed homes where they feel good about themselves and their communities.

Anti-social behaviour can take many different forms, ranging from threatening behaviour and hate crime to loud music to untidy gardens.

We want to reduce cases of anti-social behaviour. This helps us to provide homes that people want to live in.

We are committed to tackling anti-social behaviour by:

• working with other agencies to reduce levels of crime and anti-social behaviour in Newcastle;

• having procedures to support people affected by anti-social behaviour;

• having procedures to take action against people who cause problems for others.

The way people behave is regulated not just by the law, but also by the generally accepted belief that everyone has a right to enjoy life in their own way, as long as this doesn’t harm the people who live near them.

What is anti-social behaviour?

5

Anti-social behaviour includes things like:

• Domestic violence and abuse

• Physical violence

• Hate crime, for example targeting someone because of their sex, race, sexual orientation, disability, religion or belief

• Harassment, verbal abuse or other threatening behaviour. This includes threats to YHN staff

• Drug and alcohol abuse causing anti-social behaviour

• Using illegal drugs

• Playing music loudly or making too much noise

• Not keeping pets under control. This includes dog fouling

• Fly tipping, dumping rubbish or setting fi res

• Damaging or vandalising property

• Untidy gardens

• Illegal or immoral use of a property

• Graffi ti

• Neighbour nuisance

What sort of behaviour is anti-social?

6

Fact: It is important to remember that behaviour which causes a nuisance or annoyance to one person, may not do so to another.

For example, on occasions household noise can be heard from an adjoining property, perhaps the sound of children playing or a baby crying. This is usual on a family estate and would not be considered anti-social behaviour.

On the other hand, excessively loud music being played would be considered unreasonable and anti-social.

Fact: Anti-social behaviour is not always a criminal act but it is considered morally wrong in the society we live in.

People are allowed to live in the peaceful enjoyment of their homes without being caused nuisance, alarm, distress or harassment by others.

On the other hand, criminal activity is controlled by the laws of the land but can also be seen as anti-social behaviour in many cases.

Anti-social behaviour: myth buster

Myth: “Anything that annoys

me is anti-social behaviour”

Myth: “Anti-social behaviour

is always illegal”

7

Fact: If you and/or people you know are experiencing anti-social behaviour it is important to remember that enforcement action (such as evicting a noisy or anti-social tenant) cannot be taken without any evidence.

Residents may be asked to provide details of any anti-social behaviour they witness by filling in diary booklets.

It is very difficult to take enforcement action if no witnesses wish to come forward.

Fact: You can cause nuisance and annoyance any time of the day.

Regardless of what time you play loud music, if it is excessive and causing a nuisance and annoyance to neighbours then you are in breach of your tenancy agreement and could lose your home.

Myth: “I only need to report

anti-social behaviour once for the police/YHN to deal

with it”

Myth: “You are allowed to play your music as loud as you

want until 11pm”

8

It is important to remember that sometimes a problem can be solved by talking to your neighbour about behaviour which bothers you. See YHN’s booklet ‘Neighbour Complaints – a guide to approaching your neighbour’ for advice about this.

However, sometimes it is more serious than this. If this is the case, we can help you.

Please remember that anything you tell us will be kept confidential.

• YHN’s housing staff act on all reports of anti-social behaviour that they receive acting as a first point of contact with residents.

• When you report anti-social behaviour at one of our housing offices you will be given the name of the person who is dealing with your complaint.

• Most cases are dealt with successfully by the Community Housing Office.

• The most serious anti-social behaviour cases will be referred to YHN’s Housing Anti-Social Behaviour and Enforcement Team (HASBET).

Who can I talk to about anti-social behaviour?

YHN’s Community Housing Office and Sheltered Housing Service

9

HASBET is a specialist team that deals with the more serious cases of anti-social behaviour.

A Victim Support Officer works with HASBET to give extra support to witnesses and victims.

HASBET uses tools like the ones listed below to tackle anti-social behaviour:

• early intervention warning letters and visits

• acceptable behaviour agreements (ABAs)

• injunctions

• extending introductory tenancies

• tenancy demotion orders

• confiscating noisy equipment with the Council’s Environmental Health Team

• possession proceedings and evictions

HASBET works with partners such as:

• Family Intervention Project (FIP)

• Police and Social Services to share information which helps us to deal with problems quickly

• local tenants and residents groups to give them the opportunity to tell us what they think

HASBET aims to make it easy to report anti-social behaviour. We use publicity to boost public confidence and show that we take strong action against anti-social behaviour.

What is HASBET?(Housing, Anti-Social Behaviour and Enforcement Team)

10

• Mediation: we can refer people who are involved in a complaint to an independent mediator. This happens in cases of low level anti-social behaviour for a quick resolution. Both parties would need to agree to the mediation.

• Graded response warning letters: the HASBET team can send a series of warning letters to people who commit acts of anti-social behaviour. These letters support the actions of social landlords, the police and council staff, and help to identify people who cause a lot of problems.

• Acceptable behaviour agreements (ABAs): these are written contracts between local agencies and someone who has behaved anti-socially. The contracts agree what the person should and should not do. These are often used with children and young people but are also used for adults who need an extra warning.

• Noise nuisance enforcement: in cases of noise nuisance, Public Health and Environmental Protection (PHEP) can serve an Abatement Notice which makes it a crime if a person continues to be noisy. This breaks the terms of Your Homes Newcastle’s tenancy agreement. Equipment which causes the nuisance can be confi scated.

Tools and powers

11

• Injunctions: an injunction is an order from the county court to stop doing something.

Social landlords can apply for this type of injunction against tenants, owner-occupiers and non-tenants.

• Extending introductory tenancies: all new tenants have an introductory tenancy for the fi rst 12 months. This means that new tenants have less rights than a secure council tenant. If parts of the tenancy agreement are broken (by anti-social behaviour for example) the introductory period can be extended for an extra six months.

• Demotion orders: demotion orders allow landlords to ask the court to take away some of a tenant’s rights, such as the right to buy and right to exchange. If the tenant continues to cause nuisance, the landlord can ask the court for possession of the tenant’s home.

• Possession proceedings and evictions: if a council tenant, or any of their visitors, behaves anti-socially, we can ask the courts for possession of the home and apply for an eviction. Anyone who is evicted because of anti-social behaviour will not usually be allowed another council home.

12

It is important that you gather as much evidence as possible. It is very diffi cult for us to take action without evidence.

We can give you incident diaries to help you keep a record of the anti-social behaviour. These diaries provide vital information should a case of anti-social behaviour go to court.

You should describe what happened, when it happened and how it made you feel. Think about questions such as:

• who is causing the nuisance?

• what is actually happening?

• where is it happening?

• when is it happening?

• how does it affect you?

• are there any other witnesses?

What can you do to tackle anti-social behaviour in your area?

• are there any other

13

Sometimes we can give you a tape recorder to help you collect evidence of anti-social behaviour. HASBET can give you more advice about this.

You should report all incidents of anti-social behaviour to us, and to the police.

You should never retaliate or fi ght back. We do not take sides when a complaint is made. If a person complains about another person but responds with anti-social behaviour, we will investigate both cases of anti-social behaviour.

14

When you contact the Housing, Anti-Social Behaviour and Enforcement Team to report anti-social behaviour, we start an investigation within a set time.

We will write to you and tell you the name of the housing enforcement officer who will deal with your case.

We will visit you at your home to agree a Case Action Plan outlining the case and what steps we intend to take to resolve your complaint.

The Case Action Plan sets out the action both you and YHN will take to try and resolve the complaint. Your basic details will be taken and you will talk about recent incidents that have occurred. You may need to agree to YHN sharing information as part of the multi-agency work to help resolve your complaint.

After we have investigated your complaint, we will:

• tell you about any action we have taken to deal with the problem; or

• tell you why we are not able to take action.

If we need you to fill in diary sheets to record incidents, we will explain how you must do this. At first we will ask you to keep the diary sheets for no more than ten working days.

After this time we will review them with you and may ask you to continue.

We will not reveal your identity unless you agree that we can.

We will contact you regularly to keep you up to date with the steps we are taking to deal with your complaint. We will do this by letter, e-mail or phone, or by visiting you. We will agree with you how regular the contact will be.

What can I expect from HASBET?

15

We will take the lead, and work with other agencies, to deal with problems. Examples of other agencies are social services, public health, neighbourhood wardens and the police.

We will tell you what support we and other agencies, such as Victim Support and Mediation, can give you.

We understand that you may not feel able to give evidence in court. If this happens, we will try to use the evidence that other people, such

as housing officers and neighbourhood wardens, have gathered. We will discuss what this means with you.

If you are willing to be a witness and give evidence at court, we will give you support before, during, and after any legal proceedings.

We may ask you to fill in a satisfaction feedback form after your complaint has been investigated. This will help us to continue to improve and develop our service.

16

We put all incidents of anti-social behaviour reported to us in categories according to how serious they are, and investigate the most serious as a priority.

If an incident is made up of several different types of anti-social behaviour, our staff will treat the most serious part of the complaint first.

Response times

17

Category 1(Personal Harm) – response the next working day

• Verbal abuse, harassment, intimidation, threatening behaviour (including towards YHN staff)

• Hate-related incidents (based on a person’s sex, race, sexual orientation, disability, religion or belief)

• Domestic violence and abuse

• Other physical violence

Category 2(Community Harm) – response within three working days

• Noise

• Vandalism and damage to property

• Alcohol-related incidents

• Prostitution, sexual acts, kerb-crawling

• Other criminal behaviour

• Drug related incidents

Category 3(Environmental Harm) – response within fi ve working days

• Pets and animal nuisance

• Nuisance from vehicles

• Litter, rubbish, fl y-tipping

• Garden nuisance

• Misuse of shared areas and public space

18

Impact of anti-social behaviour

A single incident of anti-social behaviour may seem quite trivial to some people, but for others it can have a destructive impact on quality of life, especially if it happens frequently or is over a period of time. Some people suffer in silence if they are too afraid to report incidents. You don’t have to suffer in silence, help is available.

What is Victim Support?

Victim Support is an independent national charity

that helps people find their strength again after crime and anti-social behaviour. Trained volunteers give free, confidential support and information to victims and witnesses.

How Victim Support can help you

We have a dedicated Victim Support Officer at HASBET who can give you support and reassurance and help you deal with problems. Victim Support is independent and services are confidential so you can talk in confidence, even if you don’t want to speak to the police.

Victim Support Service

• help you to deal with other agencies such as the police

• help you to cope with emotional effects of experiencinganti-social behaviour

• support you and other members of your family if necessary

• help you get in touch with other organisations that can assist you if there are problems we can’t deal with

• help you throughout the court process. If your case goes to court, you could be asked to appear as a witness. If you do, our Victim Support Offi cer will be there to help you throughout. They will give you emotional support and information to help you prepare for being a witness.

Contact Victim Support

• Telephone: 0191 281 3791

• Email: [email protected]

• Website: www.victimsupport.org.uk

• Address: Victim Support, 3rd Floor, Block A, Scottish Life House, Archbold Terrace, Jesmond, Newcastle upon Tyne,NE2 1DB.

Our Victim Support Offi cer can:

19

Every tenant of Newcastle City Council has signed a tenancy agreement which describes your rights and responsibilities as a tenant.

Here are some of the things tenants agree to when they sign the tenancy agreement:

Nuisance and annoyance

You must make sure that you, and people living in or visiting your home, do not harass, annoy or cause a nuisance, or do anything likely to annoy or cause a nuisance, to:

• any person living or working in the local area;

• any person who lives in a council house; or

• any of our employees or any person acting for us.

You must make sure that you and any people living in or visiting your home keep any pets or other animals under control so that they do not annoy your neighbours or cause a nuisance.

Criminal behaviour

You must make sure that you and the people living in or visiting your home are not convicted of:

• using the premises, or allowing them to be used, for illegal purposes; or

• an arrestable offence (serious offence) committed in the local area around the property.

Domestic abuse

You must make sure that you do not make your partner leave the property because you are violent or threaten violence to her or him, or to members of her or his family who live in the property.

Damage to property

You must make sure that you and any person living in or visiting your home do not damage or remove any property we own, or try to do so.

Your responsibilities as a tenant

20

21

Hate crime and hate incidents

A hate crime or hate incident is motivated by hostility or prejudice based on a personal characteristic such as the colour of your skin or your religion. Therefore, you must make sure that you, or people living in or visiting your home, do not harass, annoy, threaten or cause a nuisance to anybody because of their race, faith/religion, gender, sexual preference, disability, age or any other personal characteristic.

Encouraging others

You must make sure that you and people living in or visiting your home do not encourage any other person to do anything mentioned in the paragraphs on pages 20-21.

Behaviour towards YHN staff

You must behave in a reasonable way towards YHN staff. If you use abusive or threatening behaviour towards YHN staff, you will breach your tenancy agreement.

If you do not keep to the terms of your tenancy agreement you could be evicted and lose your home.

22

We will always try to provide the best service that we can. If, however, you are not satisfi ed with our service, please let us know and we will try to sort out your complaint immediately.

If you are still not satisfi ed, please ask for our Complaints and Compliments leafl et

which gives you details about how to complain.

A senior manager will investigate your complaint and write to you within 10 working days.

Notes

Putting things right

24

Your Homes Newcastle Limited. Registered in England and Wales. Registration number 5076256. Registered offi ce: Newcastle Civic Centre, Barras Bridge, Newcastle upon Tyne, NE1 8PR.

A company controlled by Newcastle City Council.

In person

Call into your nearest Community Housing Offi ce or YHN House at the address below.

In writing

Housing, Anti-Social Behaviour and Enforcement TeamYHN House, Benton Park Road, Newcastle upon Tyne, NE7 7LX.

Telephone: 0191 278 8740 Fax: 0191 278 8758

Email: [email protected]

Website: www.yhn.org.uk

Other useful numbersEmergencies (Police, Ambulance, Fire) 999

Newcastle City Council’s Night Watch Team 0191 274 4000 or 0191 278 7878

Neighbourhood Policing Team –non emergencies 101

ARCH hate crime reporting 0800 032 3288

How to contact us

anti-social behaviour handbook

Documents

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