Anti-social behaviour policy Appendix 1: Summary of ASB case management process from date of initial report

Steps within process

  1. 1

    A report of ASB is made online, by phone, or by email to the council's Anti-Social Behaviour Unit.

    • Responsible Officer(s)
  2. 2

    Within one working day:
    We will provide an initial response to the person making the report, and arrange an interview.

    • Triage and Performance Coordinator
  3. 3

    Within two working days:
    We will arrange an interview with the person making the report, carry out a full assessment, and refer the case to the relevant service.

    • Anti-social Behaviour Coordinator (priority 1)
    • Housing Officer (priority 2)
  4. 4

    Within two working days of referral (priority one & higher risk priority two), or three working days (lower risk priority two):
    The lead officer will contact the complainant to introduce themselves and agree an action plan.

    • Anti-social Behaviour Coordinator (priority 1)
    • Housing Officer (priority 2)
  5. 5

    We will update the person who made the report every ten working days, as a minimum, until the case is closed.

    • Anti-social Behaviour Coordinator (priority 1)
    • Housing Officer (priority 2)
  6. 6

    We aim to close all cases of ASB with a long-lasting solution. We will contact the complainant summarising the actions taken and the reason why we are closing the case.

    • Anti-social Behaviour Coordinator (priority 1)
    • Housing Officer (priority 2)
  7. 7

    We telephone the complainant to complete a satisfaction survey to get their views on how we have handled the case and their views on the case outcome.

    • Triage and Performance Coordinator

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