We will prioritise reports of ASB based on risk and urgency, ensuring cases are quickly allocated to the relevant team to investigate and resolve.
Cases may be re-categorised following initial investigation of the case, or if the risk escalates during the case.
Priority one cases
Priority one cases will typically include those behaviours which consist of the use or threatened use of violence, abuse (whether physical or not), or any behaviour which poses a serious or imminent risk of harm to an individual or community.
Upon receipt of report, we will (subject to complainant's availability):
- Within One Working Day: Provide an initial response to the person making the report to confirm we have received the report, and arrange the interview.
- Within Two Working Days: conduct an interview with the person making the report, complete an assessment, including any support needs they may have, and refer the case to the relevant service for investigation.
Upon referral of the case to the relevant service:
- Within Two Working Days: The lead officer will contact the complainant to introduce themselves and agree an action plan. We will refer to any prior information we have on the needs of the complainant so that they do not need to repeat information they may have told us previously. We will record our assessment and the action we agree to take. For council tenants, this will be in line with the Council Housing Supporting residents policy.
- Update the person who made the report every ten working days as a minimum, until the case is closed.
Priority two cases (higher risk)
Higher risk priority two cases are defined as those where there is a high risk to the health, safety and wellbeing of residents, but it is not caused by a third party. This could be for example, because of a resident's vulnerabilities. Such cases will adhere to the above priority one timescales.
Priority two cases (lower risk)
Lower risk priority two cases are those where there is no immediate risk to the health, safety and wellbeing of residents.
Upon receipt of report, we will (subject to complainant's availability):
- Within One Working Day: Provide an initial response to the person making the report to confirm we have received the report and arrange the interview.
- Within Two Working Days: conduct an interview with the person making the report, complete an assessment, including any support needs they may have, and refer the case to the appropriate service for investigation.
Upon referral of the case to relevant service:
- Within Three Working Days: The lead officer will contact the complainant to introduce themselves and agree an action plan. We will refer to any prior information we have on the needs of the complainant so that they do not need to repeat information they may have told us previously. We will record our assessment and the action we agree to take. For council tenants, this will be in line with the Council Housing Supporting Residents policy.
- Update the person who made the report every ten working days as a minimum, until the case is closed.