It may not be convenient for you to call us during office
hours when we are open. If that is so and you have to wait a
few days before you report an incident to us, you may not be able
to remember the detail of what happened, especially if you weren't
able record it at the time.
You can call the message line at any time during the night and
all weekend. Your message will be recorded and a Housing Officer
will get back to you within the appropriate timescales. We
distinguish between categorisation of types of anti-social
behaviour and the priority given to complainants according to the
seriousness of the behaviour complained of and its effect on the
complainant.
Priority Level One
This is likely to be assigned to action to deal with serious
criminal activity which is creating fear, alarm and anxiety in the
community to one or more people (those affected may be residents or
visitors or people providing services to the area). Such activity
will include assaults, dealing in or reckless and dangerous public
use of Class A drugs and drugs paraphernalia, sexual offences,
racist and other hate crime (including graffiti), violence to
person or property (including domestic violence).
Action will include an attempt to speak to complainants on the
day of the complaint to establish facts. If this is not possible an
appointment will be offered to enable an interview to be completed
within 24 hours of the complaint being received.
Priority Level Two
This is likely to be assigned to action to stop frequent or
persistent anti-social behaviour which is causing nuisance,
annoyance or distress to one or more people in the area (to
residents, visitors or service providers). Such activity will
include bullying, aggressive, rude and offensive behaviour and
language, non-dangerous damage to property, obstructive and
threatening gatherings, noise-nuisance affecting immediate
neighbours, inappropriate use of public spaces including
stairwells, gardens, parking areas and forecourts, fly-tipping, the
abandonment or constant repairing of vehicles, graffiti which is
not hate-based.
Action will include the offer of an appointment to enable an
interview with the complainant to be completed within 3 working
days of the complaint being received.
Priority Level 3.
South Lakes Housing will operate a ‘proactive’ estate management
service to all its properties. Housing Officers will maintain a
high profile on the areas that they manage by carrying out routine
tenancy visits, estate inspections, accompanied viewings, settling
in visits, 9 month introductory tenancy visits and biennial visits
to all tenants. Each Officer will play an active role in monitoring
the overall appearance of their estates. Any complaints reported to
the Housing Officer should be investigated within 10 working days
of the report being received.
Racial Harassment
We treat all incidents as a racist incident if it is perceived
in this way by the victim or the person reporting it.
We will work with the victim(s) to offer support, produce an
action plan and take action against the person carrying out the
harassment, if that is what the victim wants.
Domestic Violence
This can happen in any kind of relationship. It is normally
carried out by men on women but this is not always the case. It can
involve threatening behaviour, violence, physical, emotional or
psychological abuse.
It can be difficult to ask for help as victims may feel it is
their fault, however this kind of abuse is always a crime. We will
treat any report you make in strictest confidence.
Hate Crimes
These are crimes which target a victim for any reason. This
could be because of their age, gender, sexual orientation or
religion for example.
What we will do.
SLH will work with complainants, witnesses, community groups
and other agencies, in particular the Police, to ensure that its
response remains relevant and effective in these important areas of
its work on anti-social behaviour.