Anti-Social Behaviour Policy & Procedure

1.1 This policy sets out Wiltshire Council's (the Council's) approach to Anti-Social Behaviour (ASB) and working with residents who experience ASB.

1.2 The key objective of this policy is to ensure the Council deliver an efficient, cost-effective, high-quality service by being resident-focused, dealing with reports of ASB in a timely and effective manner and providing fair, equal and impartial services to all.

1.3 This policy forms part of our wider organisational commitment to ensure that ASB is dealt with consistently and robustly, by taking prompt action which is proportionate to the nature of the behaviour occurring. This policy will be saved on our internal systems, the Council website and distributed to all relevant staff members, employees and contractors.

2.1 This policy sets out how the Council manage ASB through prevention, intervention, and enforcement.

Prevention

2.2 The Council will aim to prevent ASB arising in the first place by using initiatives such as Neighbourhood Reviews and will highlight conditions that relate to ASB within the tenancy agreement to new tenants during the sign-up process, to minimise the occurrence of ASB. If an ASB case should arise the Council will use a variety of tools to escalate and manage the case and minimise impact to residents, tenants and neighbourhoods.

Tools such as starter tenancies, good neighbour agreements and acceptable behaviour contracts will be used where appropriate, ensuring all tenants know and understand what is and what is not acceptable behaviour.

Intervention

2.3 The Council will aim to intervene and offer support and advice if preventative measures have been unsuccessful. This option gives residents another chance, before enforcement measures are considered. This will be achieved through implementation of the following measures:

• Use of informal interventions, such as, where appropriate, encouraging the reporting person to speak directly to the person who is causing ASB, offering mediation and restorative justice, providing advice and issuing verbal or written warnings.
• Providing a range of reporting methods including in person, telephone, email, paper log sheets, through iHousing and by using 'The ASB App.'
• Use of and regular review of the Risk Assessment Matrix (RAM) to identify support requirements for the reporting person, witnesses or others impacted by ASB. This will assist in identifying vulnerabilities, additional support needs or safeguarding concerns in order to make appropriate referrals to specialist agencies.
• Agreement of an action plan including frequency and method of contact where action is required. When a reporting person or witness is in immediate danger the Council will support with offers of temporary accommodation and in permanent moves after consultation with the relevant Managers and appropriate partner agencies.

The Council will work in partnership with a variety of organisations including, but not limited to:

• Fire and Rescue Services
• Police
• NHS Medical and Mental Health Teams
• Probation Services
• Social Services
• Third or Voluntary Sector service providers
• Trading Standards

Enforcement

2.4 Where necessary enforcement will be used when other prevention and intervention methods have been unsuccessful. Staff will be trained to effectively identify and manage ASB appropriately. All available and appropriate legal powers will be used in a reasonable and proportionate manner to effectively deal with ASB and tenancy breach.

2.5 The scope of the policy includes all properties operated within the Housing Revenue Account (HRA), and all non-HRA domestic residential property held by the General Fund, leased or licensed by the Council to a tenant or provider.

3.1  This policy applies to anyone affected by ASB emanating from properties owned and/or managed by the Council i.e. all customers, colleagues, stakeholders and our neighbourhoods affected by ASB which fall within our area of responsibility.

4.1 Full Council sets the budget and therefore the financial parameters in which the HRA operates which includes the costs of tenancy services to ensure regulatory standards are met and residents are safe in their homes.

4.2 Cabinet in consultation with Housing Board will have governance responsibility for ensuring this policy is fully implemented.

4.3 For assurance that this policy is operating effectively in practice, the Housing Board will receive regular updates on its implementation. Implementation of this policy is under continuous review by the Housing Management, Tenancy Services Team.

4.4 The diagram below illustrates the organisational structure of tenancy services and the flow of policy from cabinet through to operational delivery.

Organisational structure for Tenancy Services

Cabinet/Cabinet Member* → Housing Board**
↓
Chief Executive* → Corporate Leadership Team (CLT)*
↓
Director - Assets*
↓
Head of SAM&FM and Housing Management Services*
↓
Tenancy Services Manager* → Senior Neighbourhood Officer* and G&T Neighbourhood Officer*
↓
Senior ASB Officer* ↔ Senior Neighbourhood Officer*↓
↓
ASB Neighbourhood Officer* ↔ Neighbourhood Officer*

Key
* Decision-making & Operational Responsibility
** Consultation and Scrutiny

4.5 The following personnel have core responsibilities in ensuring that the Council manage the risk of Anti-Social Behaviour within its property portfolio.
Nominated Authorities:
Statutory Duty Holder - Chief Executive
Nominated Responsible Person - Director - Assets
Nominated Deputy Responsible Persons - Head of SAM&FM and Housing Management Services, and Tenancy Services Manager
Operational Staff - Senior ASB Officer and ASB Neighbourhood Officer

4.6 The following are the principal duty holders for Housing in the Council.

• Members of the Cabinet and the portfolio holder
  Shall have a clear accountability for oversight and scrutiny of the Council's performance in relation to regulatory requirements
  Shall ensure that suitable resources and strategic direction are available to discharge the Council's ASB responsibilities
  Shall monitor, via reports, the overall performance of the Council's ASB management system
• Chief Executive
  Shall allocate and prioritise resources to be able to apply this policy
• Director - Assets
  Shall be responsible for the discharging of duties on behalf of the Chief Executive
  Shall be accountable for ensuring that their services comply with the regulatory standards
  Shall ensure that all risks within their service are assessed, and control measures are introduced to minimise the risks as far as reasonably practicable
  Shall monitor ASB performance.
• Head of SAM&FM and Housing Management Services/Tenancy Services Manager
  Shall ensure that compliance to the ASB policy is met and oversee day-to-day management of ASB within HRA responsibility.
  Shall provide managers and employees with timely information on changes to legislation, best practice and guidance
  Shall maintain the ASB policy and ensure that the policy, and revisions made to it, are made available to all staff
  Shall ensure that all staff are trained, or otherwise competent, to be able to apply the ASB measures required by regulation
• Senior ASB Officer and ASB Neighbourhood Officer
  Shall support Head of SAM&FM and Housing Management Services/Tenancy Services Manager in their duties to ensure the Council meets its regulatory requirements for ASB

5.1 The Crime and Police Act 2014 defines ASB as conduct that:

• Has caused, or is likely to cause, harassment, alarm or distress to any person
• Is capable of causing nuisance or annoyance to a person in relation to that person's occupation of residential premises
• Or Is capable of causing housing-related nuisance or annoyance to any person

5.2 The Council also define ASB as 'Conduct which is capable of causing nuisance or annoyance to any person and that directly or indirectly relates to or affects our housing management function as a relevant landlord.'

5.3 Those who may be affected by the conduct include, but are not limited to:

• Residents including tenants, leaseholders and licence holders
• Owner/Occupiers of properties in the same area as the Council's rented homes
• Any other person lawfully in the locality for example staff and contractors of the Council

5.4 The Council will categorise the following issues as anti-social behaviour (although this is not an exhaustive list)

• Violence against people and/or property
• Aggressive and/or threatening behaviour or language
• Any type of hate behaviour that targets members of identified groups because of their perceived differences
• Domestic violence or abuse
• Intimidation and/or harassment
• Alcohol and/or drug related ASB
• Using a property for illegal or unlawful purposes e.g. the production, storage and/or selling of illegal substances, the storage of stolen goods, prostitution
• Noise nuisance such as shouting, banging/slamming doors, loud music etc
• Problems caused by pets such as persistent dog barking, fouling etc
• Litter, graffiti or dumping of rubbish i.e. fly tipping
• Misuse of communal areas
• Nuisance from vehicles including abandoned vehicles
• Making false or malicious reports about another person

5.5 Not every allegation reported to the Council will be accepted as being ASB. Some types of allegations will be classified as differences in lifestyle. Whilst the Council will try to engage with all parties in such situations, formal action will not be instigated against any person whose behaviour is considered everyday living activity or a minor difference in lifestyles.  Examples of such behaviour include:

• Mowing of lawns or other garden maintenance at reasonable times, e.g. between 09.00 and 21:00hrs
• Carrying out DIY repairs and car repairs at reasonable times, e.g. between 09.00 and 21:00hrs daily
• Noise generated by everyday living, for example walking across laminate flooring wearing shoes
• Noise from domestic appliances during reasonable times, e.g. between 07:00 and 3:00hrs daily
• Cooking smells
• People staring at or looking at someone in a way that make them feel uncomfortable
• Name calling and social media disputes unless deemed to be harassment or hate crime
• Children playing in the locality of their home or a designated playing area, as long as the 'playing' does not include behaviour which could be considered nuisance behaviour. Children playing ball games is not normally considered to be ASB
• Neighbour disputes relating to non-allocated parking spaces and shared drives
• Residents being unable to park outside their home
• Issues related to private sector housing (owner-occupied or privately rented) or private business will be referred to colleagues in Public Protection
• Young people gathering socially, unless they are intimidating individuals or communities
• Noise and generally acceptable behaviour arising from one-off social gatherings and parties in and around the home

5.6 This glossary defines key terms used throughout this policy:

• The ASB App : a mobile app which is activated for tenants reporting ASB to assist with engagement and ease of reporting
• iHousing: The Council online portal used by tenants of the Council to report, interact and engage with Housing Neighbourhood Services Staff and seek information
• RAM: Risk Assessment Matrix, a measurement tool for the grading of seriousness and risk of ASB to assist in robust management
• S.A.R.A Model: The S.A.R.A (Scan/Analyse/Respond/Assess) model is a widely used and effective method to help understand the underlying causes of problems, to identify solutions and to assess the effectiveness of response

6.1 The fundamental principle of data quality and recording is that data should be right first time which means that the responsibility is held at the point at which it is collected and recorded, whether the person recording the information is clinical, technical or clerical.

6.2 The Tenancy Services Manager and the Senior ASB Officer will be the nominated points of contact within the Council for exchange of information. They will ensure the smooth dissemination of all relevant information to staff as appropriate and maintain a record of all information which is exchanged with our partners, including:

• Full name of subject
• Address of Subject
• Date of birth of subject
• Information requested and provided

6.3 Under the terms of any Information Sharing Agreement which is in place, the Council will exchange information with agencies it works in partnership with. These agencies will include, but not be limited to those listed at 2.3 of this policy. Such sharing of information will usually be done with the consent of reporting person and witnesses, but where necessary can be done without such consent as laid out in Sections 17 and 115 of the Crime and Disorder Act (1998), which provides a power for public bodies to exchange information when they would not normally be permitted to do so, for the purposes of public safety, prevention and detection of crime and disorder. The Council recognise that Section 115 of the Act gives "power", but not an automatic right, to disclose information.

6.4 The Council are committed to complying with GDPR and Data Protection legislation when handling data.

6.5 Surveillance - As part of our response to dealing with ASB, the Council reserves the right to carry out both covert and overt surveillance in any area owned or managed by us. Any surveillance will be proportionate and justified in relation to the type of ASB being investigated. Surveillance may be carried out using any one of the methods detailed in 8.3 of this policy.  Whilst the Council are not bound by the Regulation of Investigatory Powers Act (2000), the Council recognise the safeguards provided by the Act and will implement similar proceedings for authorisation, implementation, and review of surveillance.

7.1 Regulatory standards - The Council must comply with the Regulator of Social Housing's regulatory framework and consumer standards for social housing in England; the Neighbourhood and Community Standard is the primary one applicable to this policy.

7.2 Legislation - The principal legislation applicable to this policy is: ASB Crime and Policing Act 2014.

7.3 Guidance - The principal guidance applicable to this policy is: Anti-social behaviour powers: statutory guidance for frontline professionals.

7.4 Additional Legislation - this policy also operates within the context of the following legislation:

• Anti-social Behaviour Act 2003
• Housing Act 1985, 1988, 1996 & 2004
• The Crime and Disorder Act 1998
• Anti-terrorism Crime and Security Act 2001
• Racial and Religious Hatred Act 2006
• Childrens Act 2004
• Equality Act 2010
• Homes (Fitness for Human Habitation) Act 2018
• Human Rights Act 1998
• Data Protection Act 2018
• Regulation of Investigatory Powers Act 2000

7.5 Associated policies - Wiltshire Council Housing Allocations policy.

This policy complies with section 218A of the Housing Act 1996 which places a duty on social landlords to publish their anti-social behaviour policy.

8.1 The Council will ensure the ASB service will be easily accessible to everybody. The usual way in which people can make ASB reports include:

• Online at: Anti-social behaviour (ASB) - Wiltshire Council
• By email to HSGMail@wiltshire.gov.uk (opens new window)
• iHousing under the Community tab
• Using 'The ASB App' (after an invitation to the App has been issued)
• By telephone to 0300 456 0117 Option 4
• In person to a member of staff
• In writing: Housing Management Team, Wiltshire Council, Bourne Hill, The Council House, Salisbury SP1 3UZ

In an emergency situation, where there is immediate risk to life or property, reporting persons and witnesses should always dial 999 and ask for the Police. In non-emergency situations call the Police on 101.

8.2 The Council will provide alternative methods of reporting on request for reporting persons and witnesses who have a disability which prevents them using the methods above. This will be treated on a case-by-case basis.

8.3 On receiving of a report of ASB the Council will:

• Take the report seriously
• Respect confidentiality
• Arrange to contact the reporting person in line with the timescales set out in the table below, at a mutually convenient time and place
• Once completed logs are received, undertake a risk assessment (RAM) and provide a written action plan/acknowledgement letter
• Review the risk assessment (RAM) every three months
• Provide a named point of contact, along with details of how to maintain contact with us
• Regularly update the reporting person about our progress in dealing with the report. As a minimum contact will be made to the reporting person at least every 14 days to provide an update
• Where possible, provide necessary support to the reporting person and witnesses
• Where necessary carry out an ASB survey of the area to ensure as much information as possible is gathered and identify any further potential victims of ASB
• Where necessary take prompt, proportionate and effective action
• Where necessary installation of noise monitoring equipment and/or CCTV to gather impartial evidence
• Use legal remedies under the Housing Acts or Anti-social Behaviour Crime and Policing Act 2014. These will be considered as a last resort after all other appropriate options have been exhausted
• Review and close cases in line with guidelines contained in this policy

8.4 The Council will respond to all reports of ASB within the timescales set out below. The timescales do not include Saturdays, Sundays or other non-working days, such as Bank Holidays. They will form Key Performance Indicators for case management purposes.

8.5 Types and categorisation of ASB
For monitoring purposes, reports of ASB will be logged under one of the following categories:

8.6 The Council will be responsible for:

• Deciding if reports fall within our definition of ASB
• How reports should be categorised
• The most appropriate course of action to deal with the reported incidents utilising the S.A.R.A. model. S.A.R.A. looks to identify and overcome the underlying causes of crime and disorder versus just treating the symptoms. It is applied to any report by implementing each of four steps in the model: Scanning, Analysis, Response, and Assessment
• Where possible, the Council will consider the wishes of the reporting person or witness although such wishes and expectations will be realistically managed

8.7 If a decision is made that there is no reasonable action that can be taken to deal with the issue reported, the Council will inform the reporting person or witness of this decision and provide an explanation as to why this is the case.

8.8 If there is lack of clarity or dispute about the classification of ASB or the proposed action to be taken, the matter will be referred to the Tenancy Services Manager and their decision will be final.

8.9 The Council will work in partnership with the local Multi Agency Risk Assessment Committee (MARAC), the Multi Agency Public Protection Arrangements (MAPPA), the Wiltshire Adult Sexual Exploitation Panel (WASEP), ASB Risk Assessment Conference (ASBRAC) meetings, Homes4Wiltshire, Safeguarding Vulnerable People Partnership (SVPP), Early Intervention and Violence Reduction subgroup of SVPP (EI&VR) and attend police tasking meetings.

8.10 The Council recognise that being a witness in proceedings for ASB can be a stressful and worrying experience.

8.11 The Council will provide appropriate support to all witnesses. The Senior ASB Officer and the ASB Neighbourhood Officer are responsible for providing support to the reporting person and witnesses of ASB.

8.12 Where a witness is expected to attend court and give evidence, the Senior ASB Officer or the ASB Neighbourhood Officer will ensure that a full explanation of what to expect is provided to the witness. This will include the offer of a pre-court visit if the witness desires it. Whilst attending Court witnesses can expect:

• transport to be provided to and from the Court
• to be accompanied by a member of Wiltshire Council staff at all times whilst at Court

After being involved in a case that is resolved using Court proceedings the reporting person and witnesses can expect to continue to receive support from the Senior ASB Officer or the ASB Neighbourhood Officer for a period of time after the proceedings. This will vary in length, depending on the individual circumstances of the case.

8.13 Where a member of staff or a contractor is the reporting person or a witness, they are required to attend court if necessary and act as a representative of the Council or the company. The Council will provide all necessary support to staff members and contractors who are required to attend Court.

8.14 Hate crime and hate incidents

Hate crime is defined as 'any criminal offence which is perceived, by the victim or any other person, to be motivated by hostility or prejudice towards someone based on a personal characteristic.' This common definition was agreed in 2007 by the Police, Crown Prosecution Service, HM Prison and Probation Services (HMPPS) and other agencies that make up the criminal justice system. There are five centrally monitored strands of hate crime:

• Race or Ethnicity
• Religion or Beliefs
• Sexual Orientation
• Disability, and
• Transgender Identity

8.16 Some people may experience hate crime and incidents because of more than one identifying factor, for example a combination of more than one identifying factor.

8.17 The Council will treat all hate related incidents as very serious in nature and will ensure that all appropriate staff receive specialist training in how to deal sensitively with such issues.

8.18 Where a reporting person or witnesses of hate crime is not comfortable reporting to the Police our front-line staff will report the matter on their behalf and as part of the management of the ASB case.

8.19 Supporting vulnerability

8.20 The Council recognise the importance of supporting vulnerable members of our society and also recognises that, by definition, those more vulnerable members of our society may be more susceptible to becoming a victim of ASB. A person may be considered vulnerable for reasons such as:

• Age
• Alcohol or drug dependencies
• Disability as defined by The Equalities Act (2010)
• Mental Health

8.21 The above list is not exhaustive, and the Council recognise that a person may be classed as vulnerable for many reasons. Officers are expected to make an assessment of vulnerability on every case of ASB. This will be included as part of the Risk Assessment Matrix (RAM).

When a reporting person, witness or perpetrator of ASB is identified as being vulnerable, a referral will be made to the relevant support service.

When an alleged perpetrator of ASB is identified as being vulnerable the Council will make every effort to assist them in engaging with support services and will make it clear to them that failure to engage with such services along with continued ASB will result in formal action being taken against them.

The Council will not accept vulnerability as a reason for a perpetrator being allowed to continue to behave in an unacceptable manner that affects others.

8.22 Safeguarding

8.23 All employees and contractors of the Council have a duty to act in relation to safeguarding concerns.

8.24 The Council will actively participate in local multi agency arrangements for safeguarding children, young people and adults.

8.25 The Council recognise that employees dealing with ASB are likely to come in to contact with children and adults for whom there are concerns about safeguarding issues. Where any vulnerability issues are known or identified, the Council's safeguarding procedures will apply.

8.26 Awareness of, and sensitivity to information sharing protocols and data protection is crucial, however safeguarding concerns override the need for confidentiality in respect of relevant statutory authorities as long as all activity is properly recorded.

8.27 Protection of staff and contractors

8.28 The Council will not, under any circumstance, tolerate abusive, threatening or violent behaviour towards our staff or contractors.

8.29 The Council will always take swift and robust action to protect our staff.

8.30 All acts of aggression towards staff members will be reported to a line manager, who will then decide if it is appropriate to involve the Police. The Council will assist staff and contractors to report matters to the Police where this is felt necessary.

8.31 Case closure

8.32 The Council will normally only close a case once the ASB has been resolved. A resident satisfaction survey will be sent when every case is closed. Where there is negative feedback, this will be reviewed and where practical acted upon by the Senior ASB officer and Tenancy Services Manager.

8.33 In certain circumstances it may be necessary to close an ASB case without the consent of the reporting person. This may happen in the following circumstances:

• The Council is satisfied that everything possible has been done to resolve the case and that it is reasonable to do so;
• the reporting person has failed to respond to requests for contact;
• the reporting person refuses to cooperate with our efforts to resolve the behaviour;
• it becomes apparent that the report(s) are false or malicious.

8.34 In all cases the reporting person will be notified of a case closure by email or letter. This will detail the reasons for closure.

8.35 This policy commits the Council to deal with ASB in Wiltshire in a way that will always be fair and, in all important respects, consistent across cases of a similar kind. However, services are constantly evolving, and each ASB case dealt with is likely to be unique in some or other aspect. This means that occasionally the Council will use discretion to vary the approach from that described in this document. The Council may do this in any individual case, following appropriate consultation with relevant parties, or may make any change of approach apply in all subsequent cases, in which case the policy will be formally amended.

9.1 Tenants, Licence holders and Leaseholders must allow access for the Council or appointed contractor to deal with ASB matters as and when required, as stated in the Tenancy Agreement.

9.2 Tenants, Licence holders and Leaseholders are made aware of their rights and responsibilities to enable them to maintain their tenancy during the tenancy sign up, this is clearly outlined in their tenancy agreement.

9.3 There are a number of types of agreements in use by us in relation to the management of rental, licence and leasehold properties and these include:

• Secure Tenancy
• Introductory Tenancy
• Demoted Tenancy
• Leaseholder Agreement
• Licence and Pitch Agreement

9.4 This policy should be read in conjunction with the Council's current Tenancy Agreement, Licence Agreement, Pitch Agreement or Terms of Lease. Irrespective of the type of agreement, there are a number of standard requirements relating to ASB placed upon tenants, leaseholders and licence holders who:

• are responsible for the behaviour of every person (including children and lodgers) and any animal, living in or visiting the property. This includes in the property, on surrounding land, in communal areas (such as stairs, lifts, landings, entrance halls, communal gardens, parking areas) and in the locality
• are expected, where possible, to solve their own problems with their neighbours
• must not use or threaten to use menacing, abusive or violent behaviour nor cause a nuisance, annoyance or disturbance towards anyone living in, visiting or engaging in a lawful activity in the locality of the property
• must not commit or threaten any form of harassment which may, or is likely to, interfere with the peace and comfort, or cause offence to anyone living in, visiting or engaging in a lawful activity in the locality of the property
• must not use the premises or allow them to be used for immoral or illegal purposes
• must not use the property to make, use, supply or store any drug (unless there is a lawfully prescribed medical use for the drug by the relevant person) or to cultivate, manufacture, supply or sell any drug
• must not engage in any form of criminal activity
• must not make malicious reports

Reporting person and witnesses must consider providing statements to support legal action.

10.1 The Council consider good communication essential in the effective delivery of effective ASB management therefore a resident engagement strategy and communication programme will be established to support residents in their understanding of ASB.

10.2 It is important that the tenant, reporting person and any witnesses are aware of the importance of working with our staff to resolve issues of ASB. They are expected to cooperate with us in our investigation.

10.3 The tenant, reporting person and witnesses must respond to communication.

10.4 The Council will share information clearly and transparently and will ensure that information is available to residents via regular publications, communications and use of social media about the importance of ASB management.

10.5 The tenant, reporting person and witnesses must engage with suggested methods of resolution such as mediation and restorative justice.

10.6 For those whose first language is not English the Council will, where necessary, provide the services of an interpreter.

11.1 The Council will assist residents and local communities who are suffering from ASB by responding quickly and effectively. It is recognised that a swift response to reports can prevent a situation from escalating.

11.2 The Council will, at all times, effectively manage resident reports, ensuring that the Council does not make promises that cannot be kept. All reports will be considered genuine until there is evidence to the contrary

11.3 The Council do not normally move the reporting person, witnesses or perpetrators as a means of dealing with the issues. The only exception to this is when a reporting person or witness is in immediate danger. The decision to move a reporting person, witness or perpetrator will only be made after consultation with the relevant Managers and appropriate partner agencies.

11.4 Any action taken will be reasonable and proportionate to the behaviour which is taking place.

11.5 The Council will deal robustly with false and malicious reports and consider such action as a form of harassment and therefore ASB. They will be dealt with in accordance with the terms of this policy.

11.6 The Council aim to minimise the burden on the reporting person and witnesses to collect evidence. For example, requesting use of tools such as Diary Sheets for the minimum time necessary.

11.7 The Council will create a climate where residents feel comfortable in reporting ASB and are confident that appropriate action will be taken to deal with their concerns.

11.8 Any feedback which is considered to be a complaint will be dealt with in accordance with our Council Complaints Procedure.

12.1 The Council will deliver training on this policy and the procedures that support it. Dealing effectively with ASB requires knowledgeable and well-trained staff. The Council are committed to providing staff with the necessary briefing or training to be able to effectively deal with ASB related issues. This training will be regularly refreshed and updated to ensure that our staff are kept up to date with best practice and changes in policy and legislation.

12.2 All training undertaken across tenancy services will be formally recorded.

12.3 The Council will ensure that all staff engaged in the management of tenant and property are familiar with this policy and aware of its key regulations and procedures.

13.1 The Council will closely monitor the quality of service provided in relation to ASB by use of the following measures:

• Setting robust KPI's for monitoring performance
• Completing a resident satisfaction survey on all closed cases
• Following up contact with all dissatisfied residents to try and establish why there is dissatisfaction with the ASB service as part of our lessons learned
• Reacting to responses within the published Tenant Satisfaction Measures timescales

13.2 The Council will work within 'The Anti-social Behaviour Crime and Policing Act 2014' to support residents who are dissatisfied with how we have managed their case and have met the criteria to activate an ASB Case Review. The ASB Case Review is a tenant's right to request a multi-agency case review.

13.3 The Council will, as required, supply statistical information about the management of ASB Cases to Regulator of Social Housing. The Tenancy Services Manager will ensure that all such statistical information is supplied to the regulator.

13.4 Every 12 months staff will review and update this policy to reflect any changes in legislation, best practice or improvements identified by service inspections, scrutiny or feedback from customers.

13.5 The Council will benchmark against comparable local and national organisations to ensure best practice. 

13.6 Performance is captured in the ASB Dashboard. The Tenancy Services Manager will be responsible for overseeing the casework carried out by the Senior ASB Officer and the ASB Neighbourhood Officer. This will include performance monitoring and levels of resident satisfaction.

GOV.UK: Research and analysis - Anti-social behaviour: impacts on individuals and local communities (opens new window)
College of Policing: Anti-social behaviour (opens new window)
GOV.UK: Research and analysis - Impacts of anti-social behaviour on individuals and communities (opens new window)
Victim Support: Antisocial behaviour (opens new window)
Local Government Association: Tackling anti-social behaviour: case studies (opens new window)
GOV.UK: Guidance - Antisocial behaviour: how to get help (opens new window)
ASB Help (opens new window)
Making a complaint