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

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. These cases will be acknowledged within 24 hours (excluding weekends and back holidays) and investigation will begin within 5 working days

Standard (priority 3) – no risk of harm. Not classed as ASB e.g. babies crying, cooking smells, one-off parties but recorded for information. We will respond to these cases within 10 working days

What Happens Next?

  • We will formally record your report and allocate an officer to your case
  • We will agree an action plan with joint responsibilities to progress the case
  • We will consider any specific support needs you may have
  • As part of our investigation, we will communicate with all parties
  • We will keep in regular contact with you, as agreed in the action plan

Progressing the case

  • You are responsible for reporting any new incidents to South Essex Homes and other relevant agencies such as the Police.  We will support you in how to make reports to other agencies
  • There may be occasions when we cannot share sensitive information, however we will maintain contact with you to provide reassurance that case is being progressed
  • We will commit to working closely with partner agencies and to clarify who is the lead agency.  We will share resources and expertise in order to deliver better outcomes for our customers
  • We will hold case review meetings with relevant officers at any point during a case
  • For a case to be considered for legal action, we will need to confirm your commitment to supporting us with witness statements.
  • For neighbourhoods affected by ASB and hate crime/incidents, we will ensure that we notify the community of positive activity

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