If you have reported ASB to us, we will aim to:
ASB is behaviour that affects another person’s quality of life in their community and/or their property in a negative way. This can include a wide range of behaviours from physical violence or threats to noise or bulk rubbish dumping.
It is important that we are realistic when advising our customers of what we can and cannot do to assist them. There are day to day household activities that we will not consider ordinarily as ASB. These include:
In line with our victim centred approach we will always consider the impact of any activity on the victim on a case by case basis and will always offer advice to assist you in speaking reasonably to your neighbours about issues you may be concerned about.
In many cases, your neighbour may not be aware they are causing an issue and may be eager to work with you or change their behaviour. Our first course of action is to recommend you approach your neighbour to discuss the matter, if you feel safe and comfortable to do so. It is often the most effective and immediate way of resolving the problem and stops the matter escalating.
We are happy to advise you on how you could approach your neighbour or offer you a neighbourhood contact card if you would prefer not to speak face to face. These are small postcards which you can use to write a polite message to your neighbour about your concerns and post through their letterbox.
If the activity is of a criminal nature you should contact the police and obtain a crime reference number. In an emergency always contact the police by dialling 999 or, for non emergency situations, dial 101.
For noise related issues we recommend that you contact your Local Authority’s environmental health team.
If you do not feel comfortable contacting your neighbour or feel the issue is too severe to safely raise yourself, you can report ASB to us in a variety of ways:
Telephone us: 0300 500 6262
Email us: firstname.lastname@example.org
Write to us:
Catalyst Housing Ltd
6 Houghton Hall Business Park
Bedfordshire LU5 5UZ
Fax us: 01582 869 200
Use our text relay service: We operate a text relay service for our hard of hearing customers. For more information visit www.textrelay.org. To use the text relay service please dial Customer Services on 0300 500 6262.
When you contact us, we will undertake an initial assessment with you. This is a set of simple questions that will give us information about how the issue is affecting you and your family. We will also ask you to give us information about what you have experienced including:
We will use this information to decide the severity of the incident. If it is assessed as high or medium risk, the Housing Services Officer will contact you within 24 working hours to discuss what happened. They will undertake a further assessment to decide what action will best support you with the situation. After this assessment we will ask you to agree an action plan. This will include details of actions you can take to resolve the problems and what we can do to support you.
For issues that fall into the standard risk category the Housing Services Officer will contact you within four working days to review the incident and offer you appropriate advice and support.
Once your Housing Services Officer has reviewed the initial assessment they may decide the issue reported is not considered to be ASB as it may be classed as nuisance or day to day household noise. They will contact you and offer you appropriate advice on how to deal with this matter and what to do if it gets worse.
In almost every case of ASB reported to us it is important that we speak to the person who is causing it. This is
to establish if they are responsible and offer them an opportunity to explain their actions. It is helpful if we are able to tell them the details of the incident but we can treat your report as anonymous when reasonable to do so.
If you do not wish us to discuss this matter with them, it will limit the action we can take. In extreme cases where there is a risk to life we may need to take action regardless of the wishes of the person reporting the issue.
We will contact any agency, such as the police, social services and the local authority, who may be able to assist us in managing an ASB issue. We will also contact any witnesses to find out what information they have and if they are prepared to make statements.
If you are finding the situation difficult to cope with or would just like someone independent to discuss the matter with, we will offer you referrals to services or information about how to access services that can give you advice, assistance or support.
This can range from debt advice to domestic violence and where possible we will look to find support tailored to your needs.
There is no one size fits all way of managing ASB and each case will be treated individually. We have a range of tools that we use to assist victims in managing ASB issues. Some examples of the type of action we will consider include:
In cases where we have enough evidence to do so, or there is a risk to life, we may consider legal action. This may include:
This list is not exhaustive. It is important to be aware that ASB is often difficult to prove and in some cases it is not always possible to resolve the matter to the satisfaction of the individuals involved. For this reason it is extremely
important that all incidents and issues relating to a case of ASB are reported to us promptly and in detail.
Your Housing Services Officer will ask you how you would like to be contacted and how often you would like to be updated on the case and will accommodate this where possible. We will aim to keep you regularly updated on what is happening with your case.
We will always contact you to advise you of the reason the case is being closed.