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Last updated 13/12/2017

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Anti Social Behaviour and Hate Crime Policy

  • Overview

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    We will not tolerate anti social behaviour or hate crime in the neighbourhoods where we operate, and we will use the various tools and powers available to put a stop to it where it is affecting our residents. We value diversity, and recognise our duty to provide safe homes and sustainable communities, and condemn all forms of discrimination and hate crime.

    We will ensure our staff are provided with guidance and training on how to deal with complaints of anti social behaviour and hate crime and we will ensure robust systems are in place to monitor the progress of complaints.  

    We will treat complaints of anti social behaviour and hate crime seriously and take prompt action to remedy complaints. We will work in partnership with residents, the Police, Local Authorities and other agencies, where necessary, in order to ensure that this is achieved. 

    We recognise that our staff and contractors have a right to undertake their duties without fear of threats or intimidation. We will take appropriate action to address any complaints of threats, abuse or violence towards staff members or contractors. 

    We are committed to delivering services that are fair and transparent to our customers and we have a legal requirement to publish our anti social behaviour policy and procedure statements. We have taken the view that this should be available in its entirety, rather than in summary format and so both documents can be found on our website. For customers who do not have access to the internet, we will provide a paper copy of these documents free of charge upon request. These documents can be translated or requested in other formats such as large print, Braille and audio

  • Aims

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    We recognise the adverse effect of crime and anti social behaviour on residents, our assets and communities. The aim of this policy is to ensure that we meet regulatory and legal requirements and our commitments to our residents to:

    Provide effective services: maintain a positive Net Promoter Score to 31 March 2016; in particular, by achieving satisfaction of >75% of reporters with the handling of their ASB case.

    We also aim to:

    • Prevent anti social behaviour and hate crime.
    • Create safe and welcoming environments for people to report anti social behaviour and hate crime.
    • Ensure incidents of anti social behaviour and hate crime are treated consistently, promptly and effectively.
    • Ensure that we work in partnership with other agencies.
    • Provide support for residents and witnesses.
  • Scope

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    The policy deals specifically with reports of anti social behaviour and hate crime as defined within the policy.

    It applies in all incidents or perceived incidents where the alleged perpetrator and/or the complainant lives /or is visiting a property managed by us or is within a neighbourhood where we manage properties. This also applies to incidents taking place within our offices.

    This policy will also apply where our staff, contractors, partners or agents are subjected to anti social behaviour or hate crime by someone who is living in or visiting a property managed by us, in the neighbourhood where we own properties or within our offices.

    If the alleged perpetrator is our employee the incident will be dealt with in line with the Disciplinary Procedure.

  • What is Anti-Social Behaviour?

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    The ASB, Crime and Policing Act 2014 defines anti-social behaviour as:

    ”Conduct that has caused, or is likely to cause harassment, alarm or distress to any person,

    “Conduct capable of causing nuisance or annoyance to a person in relation to that person’s occupation of residential premises, or

    “Conduct capable of causing housing related nuisance or annoyance to any person”.

    We list examples of behaviour that fall under this definition in our tenancy, occupancy and licence agreements. Examples of anti social behaviour include:  (but are not limited to):

    • Harassment 
    • Loud music 
    • Violence, threats of violence or abusive behaviour
    • Damaging property
    • Criminal activity
    • Abuse of staff
    • Hate behaviour that targets members of identified groups because of their perceived differences (see below)
    • Domestic abuse

     

    Sometimes customers report certain behaviours as “harassment or behaviour capable of causing a nuisance or annoyance” that may not be considered to be a nuisance as far as the law is concerned. We will not generally deal with reports of the following as complaints of anti social behaviour:

    • Children playing
    • Normal household noise, for example vacuuming, children playing in the house, children crying, occasional door slamming
    • A one off party
    • People staring or giving someone a “funny” look
    • People being rude, unreasonable or disagreeable
    • Name calling / disputes via social media such as Facebook, unless it is part of a wider harassment case
    • Children arguing or fighting (unless it is one child who is bullying other children)
    • Parking on the public highway
    • Feeding birds or other wildlife
    • Cats roaming and / or fouling
    • Youths congregating (unless they are behaving in an anti social manner)

     

    The above list is not exhaustive. Officers will need to exercise their professional judgement when assessing whether or not a report is actionable.   We will not generally log reports about tenants / residents smoking cannabis as an ASB case if the complaint is from a single source, such as a neighbour. This is because these reports are difficult to prove without other evidence, for example, corroboration from other neighbours or professionals who have visited the property (such as the police, support worker etc). If the report is not logged as an ASB case the reporter will be given advice on the evidence required for a case to be opened and investigated and details of the report will be logged on our housing management system. 

    In appropriate cases we will:

    • offer customers mediation;
    • signpost them to other agencies; or
    • liaise with partner agencies, to see if they can assist. 
  • Hate Crime

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    Hate crimes are any crimes that are perceived to be targeted at a person because of hostility or prejudice towards that person’s:

    • disability 
    • race or ethnicity 
    • religion or belief 
    • sexual orientation 
    • transgender identity 
    • alternative subculture (Greater Manchester Police recognises this as a broad term to define a strong sense of collective identity and a set of group-specific values and tastes. This typically centres on distinctive style, clothing, make up, body art and music preference. Those involved usually stand out to both fellow participants and to those outside the group. Groups typically under the ‘alternative’ umbrella include Goths, Emos, Punks and Metallers however this list is not exhaustive).

     

    This can be committed against a person or property, and can be expressed in many forms, and may include:-

    • verbal abuse or ridicule
    • assault
    • vandalism and/or arson
    • graffiti or posting of offensive literature
    • threatening behaviour/ communications.

     

    The person making the report will be contacted within 24 hours of the report and full details of the incident will be taken. A vulnerability risk assessment will be completed and any support requirements discussed. 

    The officer dealing with the complaint must complete the online Hate Incident Reporting Form on the True Vision website at www.report-it.org.uk.   When completed this should be recorded on the ReACT database. 

    We will take a zero tolerance approach to all forms of hate crime or incident and will handle the investigation of incidents fairly and with sensitivity.

    In making judgements about ‘Hate’ Crimes we recognise that it is the behaviour and its impact on the recipient, not the intentions of the perpetrator, that is important.

    Where appropriate, we will work in partnership with other agencies on incidents of Hate Crime.  All staff will receive briefings to help them recognise hate crime and understand how to respond to it.

  • Dealing with a report of Anti Social Behaviour

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    We will investigate your report of anti-social behaviour and help you gather evidence. Evidence examples include:

    • Diary sheets
    • Statements (from you or other witnesses)
    • Photographs and information from the police


    The evidence collected will determine whether the person causing the nuisance has a case to answer; if so we will take action. 

    In very serious cases such as those where you are in danger, we may take legal action straight away. Other situations require a step-by-step approach to try to get the person involved to change their behaviour. We usually need to interview the person carrying out the anti-social behaviour. The action we take will depend upon the type and severity of the anti-social behaviour.

    When determining the appropriate steps to take to address nuisance, the Group’s decision will include consideration of enforcement action being taken by other bodies (e.g. police), which might make action by the Group unnecessary. 

  • Prevention and Early Intervention

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    Design

    Where we develop new housing we will integrate crime and anti social behaviour prevention principles in the design process. 

    Community and Diversionary Activities

    We will engage with local residents in community activities to help create strong communities. Where we have identified a “hotspot” area we will consider diversionary activities in order to prevent the occurrence of nuisance behaviour.

    Mediation 

    We will refer cases to either our in house mediation service or an independent service, where we feel it is appropriate.  Referrals should usually be made in the action planning / early stages of a complaint investigation.

    Restorative Approach

    We may suggest a restorative meeting between parties, where we feel it is appropriate and where both parties agree to the meeting.  This approach brings those harmed by conflict and those responsible for the harm into communication, and enables everyone affected by an incident to play a part in repairing the harm and finding a positive way forward.

    Interview Alleged Perpetrator - Warnings / Acceptable Behaviour Contracts (ABCs)

    In the majority of cases we will speak to the alleged perpetrator about their behaviour. We will use warnings and ABCs to challenge unacceptable behaviour and reinforce the message that anti social behaviour will not be tolerated.  We will usually confirm all warnings in writing to the perpetrator. The letter will describe the unacceptable behaviour and warn the perpetrator of the consequences if the behaviour does not cease.

    Where an ABC is used the contract will record details of the behaviour that the perpetrator has agreed to stop and will outline any further action that may be taken if the contract is breached. 

    Parenting Contracts

    We recognise that where children are causing anti-social behaviour, it is important that parents or carers are informed at the first opportunity.  Some parents will be unaware of what their child is getting involved in; others may be struggling to know how to manage their child’s behaviour. We will use parenting contracts to record the steps that parents or carers need to take to prevent a child from continuing to engage in anti-social behaviour. Where appropriate these contracts will set out plans to support parents/carers to achieve this, eg, referral to a suitable parenting programme.

    Starter Tenancies

    We operate a starter tenancy policy and new tenants are given an assured shorthold tenancy, usually for a probationary period of up to 12 months. During this period we will monitor the conduct of the tenancy and if it is not conducted satisfactorily due to anti social behaviour then we may seek possession of the property. If we decide to end a starter tenancy the tenant will be given the opportunity to appeal the decision.

  • Support

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    Floating Support / Tenancy Support 

    Where we identify that a perpetrator has support needs that need to be addressed in order to change their behaviour, we will offer to make appropriate referrals for support. Examples where support might be required include people who have a drug or alcohol dependency, people who have mental health problems.

    We will usually try to secure the person’s agreement that the referral can be made, but in cases where this is not possible we may make a referral without their consent. 

    Where perpetrator support action fails then further action will be taken as appropriate. This may take the form of other non legal or legal remedies.

    In some cases (for example where a perpetrator has used or threatened violence towards another person) we may take action before we make a referral for support.  In any action we take we will have regard to the Equality Act 2010.

    Witness Support

    We will offer support to people who report ASB and hate crimes by:

    • Carrying out a vulnerability assessment to assess their support needs; 
    • Where they are identified as needing extra support, agreeing an action plan with them, specifying what support they will receive. We aim to review this regularly with them.  
  • Enforcement

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    We will make use of the full range of non-legal and legal tools available to us where appropriate, as set out in our ASB & Hate Crime Procedure.In deciding what action to take we will take into account remedies taken or being considered by other agencies, such as the police, Local Authority or another  landlord.

    We recognise that some types of activity do cause, or have the potential to cause, serious detriment to others living or working in our communities, and that strong enforcement action is likely to be warranted. 

    • Domestic violence,
    • Hate crimes,
    • The use or threatened use of violence,
    • Conviction for indictable offences committed in the locality of the tenanted property,
    • Conviction for possession with the intent to supply drugs committed in the locality of the tenanted property;
    • Conviction for cultivation or production of drugs committed in the tenanted property, 
    • Possession of offensive weapons.

     

    In cases where there has been a serious breach of tenancy /or where previous action has failed to halt ASB or hate crime perpetrated by a tenant (or a person residing in or visiting their property) we may decide to seek eviction. We may do so with or without prior recourse to other measures.

    However, the type of action we take will be determined on a case-by-case basis, taking all of the relevant circumstances into account, and considering the proportionality of the measure(s) under consideration relative to the conduct complained about. In doing this, we will  have due regard to the Human Rights Act 1998 and Equality Act 2010.

    Following new legislation introduced by the ASB, Crime and Policing Act 2014 we will consider the proportionality of issuing applications for mandatory possession in the following circumstances:

    Where the tenant, a member of their household or a visitor has met one of the following conditions:

    • Convicted of a serious offence, or
    • Found by a court to have breached a civil injunction, or
    • Convicted for breaching a Criminal Behaviour Order, or
    • Convicted of an offence under the Environmental Protection Act (breach of abatement notice or court order to abate statutory noise nuisance), or 

     

    Where the tenant’s property has been subject to a closure order and access has been prohibited for more than 48 hours. 

    If the above test is met the court must grant a possession order (subject to any available human rights defence raised by the tenant) and we will not be required to prove to the court that it is reasonable to grant possession. All applications for mandatory possession will be approved by a Director and the tenant will be given the opportunity to appeal the decision.

    In cases where other enforcement actions (and support) have failed to halt the anti-social behaviour, our policy is to pursue eviction of the perpetrator. Further detail about the types of enforcement action available to us is included in the procedure.

  • Young People 10 to 17 years old

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    Where an alleged perpetrator is aged between 10 and 17 years old, parents or guardians of the young person will be encouraged to attend any meetings about the anti-social behaviour with the alleged perpetrator. Where possible, we will facilitate support to address the underlying causes of the behaviour through partnership working

    In cases where a young person a young person is involved in serious or persistent anti social behaviour we may consider legal action against the young person and / or against their parent / guardian (our tenant).  Where we are considering legal action against the young person we will consult with the Youth Offending Team (unless we are making an urgent without notice application) and will obtain approval for any application from a Director.

  • Partnership Working

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    We will work with partners to prevent and tackle anti social behaviour in areas where we own properties.  

    We will support and contribute to partnership initiatives to reduce crime and anti social behaviour in areas where anti social behaviour is having an adverse effect on specific communities where we have stock.  

     

    Where practicable we will attend the multi-agency meetings coordinated by Community Safety Partnerships (CSPs), in areas where we have a significant concentration of stock (such as Chorley, Wigan, Manchester, Sefton, Morecambe, Lancaster) and we will attend meetings in low stock areas, where appropriate.

    We will, where necessary, request, arrange and attend partnership meetings with relevant agencies where a multi agency approach is required to resolve specific issues of anti social behaviour.

  • Working with Managing Agents

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    We may from time to time use a managing agent to manage some of our housing stock. For example, where special services or support is required for residents and these can best be provided by another agency. In such circumstances it is the managing agent who would carry out the bulk of the housing management functions. We will require the managing agent to adopt our policy and procedure when dealing with complaints of anti social behaviour relating to assured or assured shorthold tenancies.

  • Cross Tenure Issues

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    We will seek to sustain the communities that we work within and deal with anti-social behaviour issues irrespective of whether the complainant and/or perpetrator are a tenant of ours if the behaviour complained of affects our housing management function.

    We have the powers to act to protect people in our communities who are owner occupiers or private sector tenants and/or take action against them to protect our tenants, assets and communities.

  • Confidentiality

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    We are conscious that reporters may be concerned about information relating to their complaint being disclosed to third parties.

    We will treat all information we receive from customers in relation to this policy in confidence and will seek customers consent before sharing any information.

    There are some instances where we are obliged to share information with a third party due to legal requirements, such as where there are child protection or vulnerable adult issues.

    We may also share information regarding ASB with other partners as part of our engagement in Community Safety Partnerships under information sharing arrangements. For example, Section 17 of the Crime and Disorder Act requires that we share information for the purpose of preventing anti social behaviour.

    Reporters need to be aware though that perpetrators may draw their own conclusions if approached about a complaint. This aspect will be discussed with reporters in the action planning stages of an investigation.

  • Data Protection and Information Exchange

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    We may enter into formal data sharing protocols with Local Authority Partners or Police Authorities, which are data protection compliant. This will enable us to share / obtain relevant information, such as details of criminal convictions and warnings in connection with the prevention / detection of crime and anti social behaviour.

  • Publicity

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    We recognise that publicity is an essential part of the strategy to tackle anti-social  behaviour in terms of:

    • Reassuring reporters and the wider community that successful action is being taken to tackle anti-social behaviour.
    • Publicising individual cases so that breaches of orders obtained/contracts entered into can be notified to the relevant agency.

     

    In circumstances where a Court has not imposed reporting restrictions we may issue a press release on every occasion that we obtain a legal order in connection with anti social behaviour.   We will raise awareness of anti social behaviour by publicising successful prosecutions of perpetrators to existing tenants via local press, our newsletters, website and other publicity opportunities.

  • Service Standards

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    • We will respond to reports of anti social behaviour and hate crime within 24 hours (1 working day) of receipt of report. 
    • We will agree an action plan with the person making the report once we have spoken to the other party. This will usually be within two weeks of our first meeting with the reporter. 
    • In cases where there has been a use or threat of violence, a report about hate crime or domestic violence we contact and agree an action plan within 1 working day.
    • We will remove racist or other offensive graffiti within 1 working day of receipt of the report.
    • We will keep in touch with the person who is making the reports regularly, as agreed in the action plan. 
  • Monitoring and Evaluation

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    The effectiveness of this policy will be monitored by the Tenancy Enforcement and Support Managers and the Director of Corporate Services.  Individual performance will be monitored by local managers. This will be done through a variety of means:

    • Complaints of anti social behaviour and hate crime will be recorded on the ReACT ASB Case Management system as soon as they are received
    • Cases will be regularly reviewed by managers.
    • We will contact customers upon closure of cases to complete service satisfaction questionnaires. 
    • We will use the various reporting tools available to monitor and track cases.
    • The number of reports of hate crime and details of any action taken will be reported to the board quarterly. 
  • Complaints and Appeals

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    Any complaints about failure to follow this policy and/or associated procedure or about the way a customer has been treated in relation to this policy or procedure will be dealt with through our Compliments, Comments and Complaints Policy. The policy can be used by anyone who receives a service from us, is affected by a decision or action taken by us, or anyone who represents such a person. 

    The ASB, Crime and Policing Act 2014 introduced the “Community Trigger”. This gives reporters and communities the right to ask for a review of their ASB case, where the locally defined threshold is met.  As the threshold for review is defined locally it will vary from area to area; details of the Community Trigger and how to enact this for each area should be available via the Local Authority and police websites.

  • Responsible Persons

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    • Directors: Overall responsibility for ensuring compliance with this policy; performance monitoring; reporting to Board.

    • Managers: Implementation of policy and procedure at local level; overall compliance with Service Standards at local level; individual officers’ performance; direction and guidance on appropriate course of action.

    Tenancy enforcement and support officers / Tenant Liaison and Support Officers: day-to-day management and implementation of policy and procedure.

    • Customer service and other staff: early identification of potential problems, and updating ReACT case management system.

  • Equality & Diversity

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    An Equality Impact Assessment was completed via www.equip.org.uk.

  • Monitoring and Evaluation

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    The effectiveness of this policy will be monitored by the Tenancy Enforcement and Support Managers and the Director of Corporate Services. Individual performance will be monitored by local managers.

    This will be done through a variety of means:

    Complaints of ASB and hate crime will be recorded on the ReACT ASB Case Management system as soon as they are received.

    • Cases will be regularly reviewed by managers.

    • Upon closure of a case we will ask contact customers to complete service satisfaction questionnaires.ask if they are satisfied with the way their case was handled.

    • We will use the various reporting tools available to monitor and track cases.

    • The number of reports of hate crime, and details of any enforcement action taken, will be reported to the Board quarterly.

  • Emergency Situations

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    If the anti-social behaviour is serious, for example if you are assaulted or threatened, you should contact the police on 999 (112 from a mobile). You can also contact us during our office hours.

  • ASB Procedure

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    You can download our ASB procedure from our website.

  • Note

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    This is an abridged version of the Group Anti Social Behaviour and Hate Crime Policy. The full policy can be requested by clicking on the contribute tab and completing the feedback form.

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  • 13/12/2017

    Updated by Elesh Makwana on 13/12/2017 16:26:12

    Comment: Updated Policy following changes approved at Board 27/11/2017.

    Details: (show)

    Chapter titled "Overview" content changed.
    Chapter titled "What is Anti-Social Behaviour?" content changed.
    Chapter titled "Support" content changed.
    Chapter titled "Enforcement" content changed.
    Chapter titled "Partnership Working" content changed.
    Chapter titled "Emergency Situations" order changed from "19" to "22".
    Chapter titled "ASB Procedure" order changed from "20" to "23".
    Chapter titled "Note" order changed from "21" to "24".
    New Chapter added; title:"Responsible Persons" image:"" order:"19".
    New Chapter added; title:"Equality & Diversity" image:"" order:"20".
    New Chapter added; title:"Monitoring and Evaluation" image:"" order:"21".

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  • 01/11/2016

    Updated by Athanasios Protopapas on 01/11/2016 16:49:38

    Comment: Added clarification on the circumstances under which a complaint of marijuana smoking will be investigated. This comes as a result of the winter 2016 cycle of policy reviews.

    Details: (show)

    Chapter titled "What is Anti-Social Behaviour?" content changed.

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  • 18/03/2016

    Updated by Elesh Makwana on 18/03/2016 09:52:16

    Comment: Added 'Staff' tag.

    Details: (show)

    New Tag assigned "Staff".

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  • 26/01/2016

    Updated by Elesh Makwana on 26/01/2016 14:07:36

    Comment: Added the ASB procedure as requested.

    Details: (show)

    Chapter titled "Note" order changed from "20" to "21".
    New Chapter added; title:"ASB Procedure" image:"" order:"20".

    Look back >
  • 20/11/2014

    Updated by Athanasios Protopapas on 20/11/2014 09:49:57

    Comment: Updated the document following changes made to the policy to reflect the Anti-Social Behaviour, Crime and Policing Act 2014 which were approved at the November 2014 Board Meeting.

    Details: (show)

    Document title changed from "Tackling Anti Social Behaviour" to "Anti Social Behaviour and Hate Crime Policy".
    Chapter titled "Overview" content changed.
    Chapter titled "What is Anti-Social Behaviour?" order changed from "1" to "3".
    Chapter titled "What is Anti-Social Behaviour?" content changed.
    Chapter title changed from "Hate Incidents" to "Hate Crime".
    Chapter titled "Hate Crime" order changed from "2" to "4".
    Chapter titled "Hate Crime" content changed.
    Chapter titled "Dealing with a report of Anti Social Behaviour" order changed from "3" to "5".
    Chapter titled "Prevention and Early Intervention" order changed from "4" to "6".
    Chapter titled "Prevention and Early Intervention" content changed.
    Chapter titled "Support" order changed from "5" to "7".
    Chapter titled "Support" content changed.
    Chapter titled "Enforcement" order changed from "6" to "8".
    Chapter titled "Enforcement" content changed.
    Chapter title changed from "Legal Action" to "Young People 10 to 17 years old".
    Chapter titled "Young People 10 to 17 years old" order changed from "7" to "9".
    Chapter titled "Young People 10 to 17 years old" content changed.
    Chapter titled "Partnership Working" order changed from "8" to "10".
    Chapter titled "Partnership Working" content changed.
    Chapter titled "Working with Managing Agents" order changed from "9" to "11".
    Chapter titled "Working with Managing Agents" content changed.
    Chapter titled "Confidentiality" order changed from "10" to "13".
    Chapter titled "Confidentiality" content changed.
    Chapter titled "Data Protection and Information Exchange" order changed from "11" to "14".
    Chapter titled "Data Protection and Information Exchange" content changed.
    Chapter titled "Publicity" order changed from "12" to "15".
    Chapter titled "Publicity" content changed.
    Chapter titled "Service Standards" order changed from "13" to "16".
    Chapter titled "Service Standards" content changed.
    Chapter titled "Monitoring and Evaluation" order changed from "14" to "17".
    Chapter titled "Monitoring and Evaluation" content changed.
    Chapter titled "Emergency Situations" order changed from "15" to "19".
    Chapter titled "Complaints and Appeals" order changed from "16" to "18".
    Chapter titled "Complaints and Appeals" content changed.
    New Chapter added; title:"Aims" image:"" order:"1".
    New Chapter added; title:"Scope" image:"" order:"2".
    New Chapter added; title:"Cross Tenure Issues" image:"" order:"12".
    New Chapter added; title:"Note" image:"" order:"20".
    New Tag assigned "hate crime".
    New Tag assigned "Hate Crime".

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  • 16/01/2014

    Updated by Sam Ryan on 16/01/2014 13:51:15

    Comment: added Miles Platting

    Details: (show)

    Chapter titled "Support" content changed.
    New Group assigned "Miles Platting".

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  • 24/09/2013

    Updated by Athanasios Protopapas on 24/09/2013 17:17:47

    Comment: Amended text to make a distinction between reports of anti social behaviour and complaints.

    Details: (show)

    Document title changed from "Tackling Anti-Social Behaviour" to "Tackling Anti Social Behaviour".
    Chapter titled "Overview" content changed.
    Chapter titled "What is Anti-Social Behaviour?" content changed.
    Chapter titled "Prevention and Early Intervention" content changed.
    Chapter titled "Support" content changed.
    Chapter titled "Legal Action" content changed.
    Chapter titled "Working with Managing Agents" content changed.
    Chapter titled "Confidentiality" content changed.
    Chapter titled "Publicity" content changed.
    Chapter titled "Service Standards" content changed.
    Chapter titled "Monitoring and Evaluation" content changed.
    New Tag assigned "Anti Social Behaviour".
    New Tag assigned "anti social behaviour".

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  • 24/09/2013

    Updated by Athanasios Protopapas on 24/09/2013 16:47:31

    Comment: Updated policy following August 2013 Board Meeting approval.

    Details: (show)

    Chapter titled "What is Anti-Social Behaviour?" content changed.
    Chapter title changed from "Confidentiality" to "Prevention and Early Intervention".
    Chapter titled "Prevention and Early Intervention" order changed from "2" to "4".
    Chapter titled "Prevention and Early Intervention" content changed.
    Chapter title changed from "Action Plans" to "Support".
    Chapter titled "Support" order changed from "3" to "5".
    Chapter titled "Support" content changed.
    Chapter title changed from "Dealing with a Complaint" to "Enforcement".
    Chapter titled "Enforcement" order changed from "4" to "6".
    Chapter titled "Enforcement" content changed.
    Chapter title changed from "Mediation" to "Legal Action".
    Chapter titled "Legal Action" order changed from "5" to "7".
    Chapter titled "Legal Action" content changed.
    Chapter title changed from "Legal Action" to "Partnership Working".
    Chapter titled "Partnership Working" order changed from "6" to "8".
    Chapter titled "Partnership Working" content changed.
    Chapter title changed from "Emergency Situations" to "Working with Managing Agents".
    Chapter titled "Working with Managing Agents" order changed from "7" to "9".
    Chapter titled "Working with Managing Agents" content changed.
    Chapter titled "Hate Incidents" order changed from "8" to "2".
    Chapter title changed from "Monitoring the Service" to "Confidentiality".
    Chapter titled "Confidentiality" order changed from "9" to "10".
    Chapter titled "Confidentiality" content changed.
    Chapter title changed from "Working with Partners" to "Emergency Situations".
    Chapter titled "Emergency Situations" order changed from "10" to "15".
    Chapter titled "Emergency Situations" content changed.
    New Chapter added; title:"Overview" image:"" order:"0".
    New Chapter added; title:"Data Protection and Information Exchange" image:"" order:"11".
    New Chapter added; title:"Service Standards" image:"" order:"13".
    New Chapter added; title:"Publicity" image:"" order:"12".
    New Chapter added; title:"" image:"" order:"0".
    New Chapter added; title:"" image:"" order:"0".
    New Chapter added; title:"Monitoring and Evaluation" image:"" order:"14".
    New Chapter added; title:"Complaints and Appeals" image:"" order:"16".
    New Chapter added; title:"Dealing with a report of Anti Social Behaviour" image:"" order:"3".

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  • 05/03/2013

    Updated by Elesh Makwana on 05/03/2013 15:14:07

    Comment: Added new chapter 'Legal Action'

    Details: (show)

    Chapter titled "Emergency Situations" order changed from "6" to "7".
    Chapter titled "Hate Incidents" order changed from "7" to "8".
    Chapter titled "Monitoring the Service" order changed from "8" to "9".
    Chapter titled "Working with Partners" order changed from "9" to "10".
    New Chapter added; title:"Legal Action" image:"" order:"6".

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  • 21/03/2012

    Updated by Athanasios Protopapas on 21/03/2012 08:31:52

    Comment: Changed the reference from 'Complaint' to 'Report of anti-social behaviour' to distinguish the two different information articles.

    Details: (show)

    Chapter titled "Confidentiality" content changed.
    Chapter titled "Action Plans" content changed.
    Chapter titled "Dealing with a Complaint" content changed.

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