Anti-social behaviourThis leaflet explains what we define as anti-social behaviour, how you can report it and what we do to tackle and prevent anti-social behaviour.

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We believe that preventing a problem is better than dealing with it after it arises. Therefore, during home visits and at tenancy sign-up, we will explain to all household members the terms of the tenancy. We will discuss the importance of getting on with your neighbours and to reduce instances of anti-social behaviour.

Preventing anti-social behaviour

What is anti-social behaviour?Anti-social behaviour can be anything that causes harassment, alarm or distress. We will always investigate serious instances of anti-social behaviour and / or on-going anti-social behaviour complaints.

Any action that we face will be in accordance with supporing evidence of that case.

Some noise issues may not be deemed by Accord as anti-social behaviour. We understand that families have moments when noice occurs.

If you hear your neighbours infrequently, their behaviour is unlikely to be deemed anti-social behaviour. One off events or certain low level instances may not instigate an anti-social behavioural action from Accord.

Anonymous complaints will be dealt on an individual basis, considering the full fact(s) of evidence in that case. This could result in no action being taken in some insances When we investigate noise nuisance reports, we always consider the location, time and frequency of the noise being reported.

Getting on with your neighbours is a great way to make your community a happy place to live, but sometimes it’s difficult if others are inconsiderate, or their behaviour is deemed inappropriate.

Before you report a neighbour’s behaviour, there are things you can do to help.

Most people don’t realise how their actions can affect others. If you feel you can, by discussing things in a claim and reasonable way, you may be able to resolve your issues.

If your neighbours are noisy, you can politely and calmly ask them to keep the noise down, explaining how their behaviour is impacting on you.

If noise nuisance persists, you can contact the Environmental Health Officer at your local council, as well as letting us know.

Do not retaliate. This could result in complaints being made against you, and the matter escalating to further issues.

Gather evidence. Keep a record of all incidents of anti-social behaviour, including dates, times, names of those involved and what happened.

Report criminal activity to the local Police.

If you feel a neighbour is acting unreasonably and you cannot talk to them, please let us know by contacting your community Housing Officer and calling the Customer First centre on 0300 111 7000.

How do I report anti-social behaviour?

You can also report anti-social behaviour at your local office and via the website.Email can be an effective way of keeping Accord ‘Up to date with an on-going case. This can be done by using the relevant email address of your Community Housing Officer.

We will:Work together with partner agencies to contribute to resolving anti-social behaviour cases.

Treat information with discretion and respect confidentiality.

Explain the process and ensure you know what is happening.

Always listen to you and check we have understood.

Write in plain English and avoid jargon.

Provide translations, large print, speech or Braille formats on request.

Acknowledge in writing any documentation that you send to us within two working days.

Take relative action, in accordance with our anti-social behaviour policy and/ or the law, against those responsible for anti-social behavior (where supported by sufficint admissible evidence).

Issue complaints of a case an effective means of reporting / documenting evidence.

Our commitmentWe will:

Take early action to tackle anti-social behaviour and pro-activley close cases in a timely fashion.

Keep you up-to-date with details of your case, as appropriate fro that case.

Review our anti-social behaviour policy with our customers, every three years

Provide a copy of our anti-social behaviour policy on request

Measure our performance and publish the results.

Dealing with your case

What if you are not happy?

We welcome feedback, good and not so good, on the services that we deliver. It helps us put right any problems or improve the way we do things. It also helps us compliment our people if they have delivered a good service. If you are happy, or unhappy, with the service you have received please tell us. We will give you details of our Compliments and Complaints Policy and we will look into your comments and respond to you.

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Accord Group, 178 Birmingham Road, West Bromwich, B70 6QG Telephone: 0300 111 7000 Email: customerfirst@accordgroup.org.uk

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Complaints and compliments

Accord Group / Complaints and compliments

This leaflet explains how to make a complaint or compliment

Do you need this document in another language or format?

Tick the box next to the language or format you need and send it to the address below. This leaflet is also available in large print, Braille, audio and EasyRead formats.

Arabic

Bengali

Gujarati

Hindi

Polish

Punjabi

Slovak

Somali

Urdu

Large print Braille Audio EasyRead

Accord Group, 178 Birmingham Road, West Bromwich, B70 6QG Telephone: 0300 111 7000 Email: customerfirst@accordgroup.org.uk

Printed on part-recycled paper using environmentally-friendly inks

Do you need this document in another language or format?

Tick the box next to the language or format you need and send it to the address below. This leaflet is also available in large print, Braille, audio and EasyRead formats.