Anti Social Behaviour and Hate Crime/Incident Service Standard

A customer guide of what you can expect when reporting anti-social behaviour or hate crime/incident.

The ASB and Hate Crime Service Standard should be read alongside the Good Neighbourhood Management Service Standard.

Response Times

All cases will be risk assessed which will determine the priority

High (priority 1) - high risk of harm and hate crime/incidents. We aim to respond within 24 hours (excluding weekends and bank holidays)

Medium (priority 2) - medium risk of harm. Reports will be acknowledged within 24 hours (excluding weekends and back holidays) and investigation will begin within 5 working days

Standard (priority 3) - no identified risk of harm. We will respond to these reports within 10 working days

What Happens Next?

Your report will be formally recorded and allocated to an officer. We will agree an action plan with shared responsibilities, consider any support needs, and communicate with all relevant parties as part of the investigation. We will keep in regular contact with you in line with the agreed action plan.

Progressing the case

Please continue to report any new incidents to South Essex Homes and, where appropriate, other agencies such as the Police. All reports will be recorded to build a complete picture of the issues. We can provide guidance on reporting to other organisations 

While some sensitive information may not be shared, we will maintain contact to reassure you that the case is progressing. We will work closely with partner agencies, clarify lead responsibilities and hold internal case reviews where necessary. Legal action may require your commitment to providing witness statements. 

Closing a case

A case will be closed in the following circumstances:

  • The reporter withdraws the complaint
  • The case has been resolved
  • Where the action plan has not been adhered to (e.g. actions not completed by complainant)
  • Where appropriate actions have been exhausted (the reasons for this will be explained to you)
  • Where there have been no new reports for 60 days

We will visit you or contact you by phone to agree this before the case is formally closed

Satisfaction and Monitoring

We are committed to engaging with residents regarding the services we provide, in order to continuously improve.

We will record our performance and will ask residents how satisfied they are with the service. We will share our performance information through our Insight Magazine and on our website here: Our Performance | South Essex Homes

If you are not satisfied with the service or would like to compliment the service you have received, you can do so in a number of ways:

  •   In writing:

South Essex Homes

Civic Centre, Victoria Avenue

Southend on Sea,

Essex SS2 6FY