Our Service Standards
1. We will contact you within 1 working day of your report on very serious cases involving actual, or threats of, violence.
2. We will contact you within 3 working days on all other anti-social behaviour issues.
3. We will contact you at least every 28 days to keep you updated on your case.
4. We will contact you again within 28 days of your case closing.
5. We will contact you within 1 working day of you reporting your complaint via the 24 hour reporting service.
6. We will contact you within 1 working day of you reporting very serious complaints via our website. For all other website complaints, we will contact you within 3 working days.
7. We will offer mediation services to all our customers where appropriate.
What West North West Homes will do if you report ASB
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Assess each case on its own merits
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Explain what you can expect from us
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Provide an interviewer of the same gender, if possible should you require it
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Agree plans with you about how we handle reported incidents for example, speaking to the people causing the harassment, gathering evidence and monitoring the situation
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Respect your right to confidentiality however, this could limit the options we can take to deal with the matter
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Take all reasonable steps to make you feel safe and secure during our investigations into your report and will ensure you are kept up to date with our actions where possible
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If English is not your first language we will, at your request, arrange for translators to help us to investigate your report and ensure you get all the information you need from us
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Offer support services or mediation services to help resolve disputes where needed
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Take legal action when cases have enought evidence or when we have the power to do so
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Work with the police and other agencies where to prevent and investigate incidents of harassment, nuisance and anti-social behaviour