tenants handbook

Section Five

YOU AND YOUR NEIGHBOURS

ANTI-SOCIAL BEHAVIOUR

We recognise the serious impact of crime and anti-social behaviour on residents, communities and our properties and we are committed to playing a lead and active role in tackling anti-social behaviour.

We are required by law to prepare and publish our statements of policy and procedure, with a summary, about how we respond to anti-social behaviour. We review these documents each year.

The Summary gives an overview of our approach to anti-social behaviour and how you can make a complaint. The details of the Summary are provided below.

If you want more detailed information about the measures we take to deal with anti-social behaviour i.e. our multi-agency approach, how we support complainants/witnesses, how we tackle anti-social behaviour etc. then you will find this information in our Anti-Social Behaviour Policy and Procedure Statements. If you would like a free copy of these Statements please contact us.

 

 

Dealing with Anti-Social Behaviour - a Summary

The term "anti-social behaviour" can mean different things to different people. We think it is important to define such behaviour, so those suffering from it and those committing it are clear what we mean by the term. The legal definition contained in the 1996 Housing Act is summarised here:-

• any conduct which is capable of causing nuisance or annoyance to any person, and which relates to or affects the housing managements functions of New Charter
• any conduct which consists of or involves using (or threatening to use) New Charter's housing accommodation for an unlawful purpose

We give examples of anti-social behaviour in our tenancy and licence agreements, such as:

• harassment and intimidation
• domestic violence
• damaging or threatening to damage another person's home or possessions
• failing properly to control any pet or allowing it to foul or cause damage to property
• hate behaviour that targets members of identified groups because of their perceived differences
• allowing people who live with you and/or your visitors to be noisy and/or disruptive

 

Our Approach to Anti-Social Behaviour

We expect tenants to be good neighbours. That doesn't mean we expect tenants to be good friends. A good neighbour is someone who acts reasonably and considerately and respects the different values and life styles reflected in the community.

The Tenancy Agreement is a legal contract between New Charter and its tenants. It says tenants are responsible for their own behaviour and the behaviour of people who live with them or visit them. This means that we can take action when tenants are proven to be acting anti-socially and where people living with them, including children and visitors, are causing problems.

We are committed to tackling issues of anti-social behaviour and adopt four key strategies in our approach:-

• Partnership working
• Prevention
• Effective enforcement
• Rehabilitation of perpetrators

These strategies enable us to deliver an appropriate response to anti-social behaviour issues.

If you are affected by anti-social behaviour yourself or you have witnessed someone else being affected by it, you can make an initial complaint to us irrespective of whether you are a New Charter tenant.
As well as contacting New Charter, you should consider contacting other agencies who may be able to help you

• Where crime is involved contact Greater Manchester Police on 0161-872-5050 or 999 in an emergency
• Where vulnerable people are involved - contact Social Services 0161-342-8355
• For issues of anti-social behaviour and youth nuisance in the community – contact the Tameside MBC Community Safety Unit on 0161-342-8355

 

How do I make a complaint?

Before making a complaint, consider whether you can resolve the issue yourself. For example, a neighbour may not be aware that their behaviour is upsetting you. We can give you advice on how to do this.

Whatever the problem, we take all complaints seriously. You can contact New Charter in various ways:

• telephone our switch board
• telephone our free Helpline number 0800-027-0522, where you can give details of your complaint to a member of our staff during normal hours of business. Outside these times you can leave a message on the answer machine service.
• call into any of our shops, where a member of staff will be able to help you.
• write or fax us at our Head Office
• email us with details of your complaint

See Section 2 of this handbook for further details of telephone numbers and addresses.

We will not disclose any information provided by you or about you, without first getting your consent, unless to do so would compromise New Charter or make the Company or its employees open to legal action.

 

What happens when I make an initial complaint?

We are committed to responding early and effectively to complaints. We do this by:

• contacting you within 2 working days of receiving your complaint if the anti-social behaviour is severe, or within 5 working days if it is less severe
  
• assigning your complaint to a named New Charter member of staff, who will deal with the complaint
  
• ensuring this member of staff contacts you within 5 working days to discuss the details of the complaint, agree an action plan with you and confirm this in writing.
  
• discussing any need for witness support.
  
• telling you of any developments or material changes in your case within 5 working days of them occurring.

We do not deal with complaints alone, but work in partnership with you. The initial action plan forms the basis of this partnership. It will include required actions by New Charter and by you, to sustain the action and try to resolve the problems you are experiencing.

 

What if I am unhappy about how New Charter responds?

If you make a complaint about anti-social behaviour and are unhappy with the service you have received, firstly you should contact the Manager of the named member of staff who has been dealing with your case. This is the Neighbourhood Operational Manager, whose details will be in your acknowledgement letter.

If you remain dissatisfied then you can make a formal complaint about the service you have received (see Section 2 of this Handbook "How to contact us to make a complaint")

Monitoring the service we provide

One way we do this is by undertaking surveys as cases are settled with the person who complained. By seeking your views we are able to check our effectiveness and continually improve the service we provide for customers.

 

MEDIATION

Talking with your neighbour and discussing the problems is often the most successful way of resolving disputes and misunderstandings. However, this can be difficult. You may feel uneasy about speaking to your neighbour or you may feel that your neighbour wouldn't listen to you because communication has broken down.

This is where mediation can help. New Charter offers a free independent mediation service to its tenants or those affected by anti-social behaviour caused by its tenants

The mediators we use are trained to work with neighbours in dispute and help things get better. They don't take sides, their role is to help find a solution that everyone can live with. If you want to know more or are interested in using the service please contact us

 

DOMESTIC VIOLENCE

One woman in four reports experiencing domestic violence at some time in her life. The Home Office have concluded that approximately every three days one woman dies as a result of domestic violence.

Domestic violence includes all kinds of physical, sexual, emotional and financial abuse between people who are or have been partners, whether or not married and whether or not living together. This includes same sex relationships.

People experience domestic violence regardless of their social group, class, age, race, disability, sexuality and lifestyle. It can happen in the home, or in a public setting.

 

What can I do in an emergency and how can I get help?

In an Emergency:

• Phone 999 or get someone else to phone immediately


• Move out to a safe place, or near a door to escape if possible

Useful Contacts:
Women's Aid National Domestic Violence Helpline Telephone: 0808 200 0247
Men's Aid National Domestic Violence Helpline Telephone: 0871 223 9986
Tameside's Women's Project Telephone: 0800 200 0247

If you need to get out immediately contact the Housing Advice Centre on telephone number 0808 202 0900, who will be able to assist with temporary accommodation and help assess your choices. Their address is 119/125 Old Street, Ashton-under-Lyne.

If you are not in immediate need of rehousing, but may be in the future, keep these things in a safe easily accessible place:

• Useful contact phone numbers and addresses
  
• Cash for taxi, bus or train
  
• Spare keys (car, house)
  
• Passport, driving licence, benefit books, or some other form of ID
  
• Change of clothes for you (and children)
  
• Plan of where you can go.
  

If you are living in New Charter property and require help with:

• remaining in the home without the violent partner
  
• leaving the family home on a temporary basis
  
• leaving the home permanently with a view to being rehoused by New Charter
  

then please contact us for assistance

Sanctuary Scheme

The Sanctuary Scheme is a project being operated in Tameside for people who are experiencing or have experienced domestic violence, and as a result have been or are likely to become homeless.

The Sanctuary Scheme helps people to remain living in their home and feel safer by adding security measures to their property to meet their individual needs. If you would like to know more about this scheme then please contact us for a copy of our leaflet "Tameside Sanctuary Scheme".

 

 

HATE INCIDENTS/CRIMES

Hate incidents can cause real misery for people who simply want to get on with their lives.

What Is It?

A hate incident is unacceptable behaviour that is abusive, threatening or violent causing harassment or interference with the victim's peace, comfort and / or safety in their home or neighbourhood.

This behaviour is usually motivated by hatred, bias or prejudice because the victim is different or seen to be different because of their:

• Race or Colour
  
• Nationality or Ethnic Origins
  
• Religion - belief or lack of belief
  
• Gender or Gender Reassignment
  
• Sexuality
  
• Disability - physical, mental
  
• Age - old or young

There are many different types of hate behaviour which indicate an incident has occurred and / or that a crime has been committed, examples are:

• Graffiti and Damage to property or belongings
  
• Bullying and Physical Assault
  
• Threatening words and behaviour
  
• Nuisance and Disturbances
  
• Offensive mail, literature and/or phone calls

How do I get help?

We operate a policy of zero tolerance towards hate behaviour and will always fully investigate any hate incidents that are reported to us. We will treat every incident as serious, act quickly and support you fully to make sure everyone feels safe in their home or neighbourhood.

If you, or anyone you know, is a victim of hate behaviour then do not suffer in silence, report every incident to us.

If you or your family are in immediate danger then phone 999.

Other Useful Contacts:

• Tameside Victim Support, 62 Turner Lane, Ashton-under-Lyne. Telephone: 0161 339 1190


• Lesbian & Gay Foundation, Princess House, 105 -107 Princess St, Manchester. Telephone: 0845 330 3030

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Further information, and/or help and advice in case of difficulty in using the
system, including problems, can be obtained by sending an email to the following
address. Please give as much information as possible.


Email: contact@newcharter.co.uk