Immediate Response
If the problem is something that can easily be checked, such as an overgrown rubbish filled garden, we can simply go round and have a look. In cases like this, gathering evidence is easy to achieve and we can deal directly and immediately with the tenant to try to resolve the matter. Often things aren’t quite so simple; if the anti-social behaviour isn’t so obvious to everyone or if it’s aimed only at you, we will need to talk to you before we can investigate further.
Next Step
In most cases we will need to meet you to discuss your problem and we will do this wherever it is convenient for you. This may be at your home, in our offices or elsewhere. In serious cases, we aim to meet with you within 24 hours of you reporting the problem. When we meet to discuss your complaint we will ask a number of questions so that we can gain a complete profile of an individual case. The type of information we will need to know is:
• What is the nature of the behaviour or nuisance?
• Where does it happen?
• When does it happen?
• Who is affected by it and how?
• Why do you think the perpetrator is acting in this way?
• We may need to speak to other people in your household who have been affected too
Action Plan
At the end of the meeting we will agree an action plan of further steps that need to be done by both you and us to resolve the problem. This may involve actions such as:
• The collection of evidence by you, a member of staff or by using alternative methods
• A diary of incidents kept by you
• The NFH member of staff visiting the alleged perpetrator
• Referral to other agencies/authorities, including the Police or Social Services
• Involvement of mediation services
Resort to legal action
It is important that you carry out the actions you agreed to in the plan as well as the Company undertaking ours. Without your help we may not be able to find a solution to your problem.
Talking to the Perpetrator
If the anti-social behaviour or nuisance doesn’t involve threats, violence or harassment, the first action on the plan may be for you to talk over the problem with the other person. There’s always more chance of resolving a problem if the other person sees your point of view. Sometimes a neighbour may be unaware that their behaviour is upsetting you or just needs reminding.
As a good neighbour it’s important to be reasonable in understanding the other person’s point of view and accepting the different lifestyles of others. For example, you don’t have to put up with regular noisy parties, but tolerating a one off event is not an unreasonable expectation.
If you do talk to the perpetrator however and they are unreasonable, just walk away. Don’t get involved in an argument.
Mediation
If you don’t want to approach a neighbour yourself, we can set up a meeting for you, or refer you to a specialist independent mediation service to help you reach a solution you are both happy with.
Gathering Evidence
Obviously we can’t take action against another person without hard evidence.
The most important evidence is an incident diary made up of a record of incidents of anti-social behaviour that you see or hear.
A member of the Operations Team can advise you on the best way to fill in an incident diary form. We may need to collect other evidence such as photographs, video or tape recordings of the incidents happening. We may be able to do this ourselves, but if the incident happens suddenly, it might be best if you do it.
We may also have to speak to other people who have witnessed the problem, such as your other neighbours. It may be difficult to take a case further without other witnesses. Your neighbours might be asked to fill in an incident diary of their own to provide supporting evidence.
Dealing with the Perpetrator
When all of the evidence has been collected, we’ll decide if the perpetrator has a case to answer. If so, we’ll take action. In very serious cases, where there is a real threat to you or another person’s safety, we’ll take immediate legal action. In most situations, we will take a more step by step approach to try to get the person to change their behaviour.
We will need to interview the person causing the problem (you can tell us not to do this, but it could then be difficult to take the case further). We will tell them to change their behaviour and warn them that we will take firm action if they don’t.
Legal Action
As a last resort (or where there is an imminent threat to you or someone else’s safety) we will take legal action. This could involve us seeking one or more of the following against the perpetrator:
• Anti-social behaviour orders (ASBOs)
• Parenting orders
• Injunctions
• Abatement notices
• Acceptable Behaviour Contracts (ABCs)
• Evictions
Copies of New Fylde Housing’s full policy on anti-social behaviour are available on request.
