Anti-social behaviour and disorder
Anti-social behaviour: Policy and Procedure
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Content of Statement of Procedures
Information to be contained in the Statement of Procedures
The operational procedures introduced by the landlord to implement their policies on anti-social behaviour (ASB).
Address the making of a complaint, the processing of a complaint, the provision of support to complainants, the use of enforcement action, support in respect of the perpetrator and monitoring complaints of ASB.
Make clear to residents the respective responsibilities of the local housing authority and housing management service providers in tackling ASB.
Making a complaint of ASB
Information on how and to whom the initial complaint of ASB should be made, with contact details.
Processing a complaint of ASB
The Statement of Procedures could include the following:
the information and advice that will be provided to the complainant when they make a complaint
how clear lines of communication between the landlord and the complainant will be established
how the complainant will be kept informed of the progress of the case
the role of the complainant in the determination of an action plan
what the complainant can do if they are unhappy with the service they have received. Reference should be made to internal and external complaint procedures
escort to court
support beyond any court proceedings.
Options available to landlords
This should include the types of legal and non-legal actions a landlord could take and explain the circumstances in which each might be appropriate.
Monitoring ASB and the service
Constant monitoring and evaluation of the initiatives and services provided by landlords to tackle anti-social behaviour is necessary to make improvements.
The Statement of Procedures should identify what internal and external monitoring of the service is carried out, if any, and the performance indicators that are used to assess the service.
Data Collection
The Office of the Deputy Prime Minister publication 'Tackling Anti-Social Behaviour in Mixed Tenure Areas' (March 2003) identified a number of areas where effective data collection is used, some of which are of direct relevance to a landlord.
Last update: 26 August 2004