How to report ASB and how we will respond
We aim to create sustainable neighbourhoods where people feel safe, confident and empowered to come forward and report ASB. We will encourage the reporting of ASB in a number of different ways, including:
- Contacting Warwickshire Police via telephone by calling 999 in an emergency or 101 in a non-emergency. Alternatively, you can also report an incident on their website.
- In person at our Town Hall, Coton Road, Nuneaton, CV11 5AA (between 10am and 2pm, Monday to Friday)
- Telephone: 024 7637 6406 (between 9am and 5pm, Monday to Friday)
- E-mail: asb.team@nuneatonandbedworth.gov.uk (24 hours a day, 7 days a week – responses provided during Monday to Friday, 9am to 5pm)
- On-line: www.nuneatonandbedworth.gov.uk/asb (24 hours a day, 7 days a week)
- A third party, such as a local Councillor.
When our residents report incidents to us, we encourage them to do so as they occur. Any delay in reporting may limit any action we can take if the report relates to historic events. This will be discussed with the resident as part of the reporting process.
How do we categorise ASB?
We group ASB into 3 categories of severity and respond accordingly as follows:
- High Risk - This includes, but is not limited to, hate related incidents, domestic abuse, physical violence, threatening behaviour with an immediate risk to life, drug production or supply.
We will make first contact within one working day and agree an action plan, taking agreed actions within
- Medium Risk - This includes, but is not limited to, verbal abuse, harassment, alcohol or illegal drug related ASB, noise (depending on type/impact) and criminal behaviour.
We will make contact within and agree an action plan.
- Low Risk - this includes, but is not limited to, vandalism, animal related ASB and fly tipping.
We will make contact within and agree an action plan.
How do we respond to ASB?
- We will ensure that complainants are kept up to date with the progress of their case, and any ongoing action or investigations. Officers will agree a specific action plan with each complainant, including timescales for how often they would like to be contacted.
- We can only investigate incidents recently, and/or that have taken place within the last 6 months. We urge residents to make reports to us as soon as incidents occur to prevent delay.
- We will also carry out a risk assessment of each complainant, to assess whether there is any additional support they need.
- Reasonable adjustments will be made as reasonably practicable.
- We aim to work with customers and to close cases when the complaint has been resolved to the customer’s satisfaction. However, where we are satisfied that we have carried out all actions reasonably and appropriately, we may close cases even though the complainant may not agree. If no reports have been received within the last 28 days, depending upon the severity and nature of the case, we reserve the right to close cases. We will re-open them if residents make contact and report new incidents, but this will be based on our judgement. We will not leave cases open indefinitely.
- We will advise complainants of when we close a case; either verbally or in writing and we will advise them of the reason for closing the case and what action they can take themselves. Complainants always have the option to take their own personal action against an alleged perpetrator.
- If any party to a complaint of ASB is dissatisfied with our handling of an investigation, they can make a complaint through the Council’s Complaint procedure, and they also have right to take their complaint about our service to the Housing Ombudsman.
- We will deal with all reports of ASB in a sensitive manner. We appreciate that some residents will be concerned about revealing their details when reporting ASB issues; however, in most cases, we will need this to take effective action. We will treat all reports as confidential, unless we have permission to share information, if there is an immediate risk to the complainant and/or other residents, or if there are safeguarding concerns.
- In some cases, where legal action is required, it may be necessary to reveal the identities of complainants (with prior agreement) as, without firsthand evidence, it may not be possible to put forward a strong legal case. We do receive anonymous complaints and will, where we can, investigate these complaints; however, we may be limited in the action that we can take without having a named complainant.
Should we commence legal proceedings in any ASB case which requires full disclosure, we will comply with the Civil Procedural Rules.