the new anti social behaviour response service one year on event pdfs/anti-social... ·...

The New Anti Social Behaviour

Response Service – One Year On

David Dymock and Nichola Shawcross

How Did We Get Here?

• Recommendations and proposals on how the new service should be designed to tackle

anti social behaviour occurring both within and outwith office hours, derived through

extensive consultation and review of our existing service, were accepted by Council in

Sept 2013.

• The new service was started as a pilot scheme in January 2014 and fully launched in

April 2014

• One central 24 hour ASB telephone number was introduced and extensively promoted

(0300 123 1382)

• The new service also introduced a three-way operational system via daytime and night-time hubs along with the Area Offices in each of NLC’s six localities.

• A categorisation framework for all complaints was developed to allow meaningful advice and assistance to be given to service users

• A dedicated night team was introduced at specific times of the week to tackle ASB head on at the time it was most likely to happen.

How Does the New Service Work

• The new service has 3 parts

Day-time Hub Motherwell

Mon – Fri

8:45 to 16:45 (16:15 Friday)

Administering the ASB Service

Night time Hub Coatbridge

All other times outwith those operated by the

Daytime Hub.

Night Response team on duty Thursday -

Sunday

Area Housing Offices x 6

Monday – Friday

8.45 – 16.45 (16.15 Friday)

Investigating , progressing and concluding

complaints

Categorisation Framework

CATEGORY

TYPE

EXAMPLES OF TYPES PER CATEGORY

Timescales for contact

A

SEVERE –

CRIMINAL

Complaints which concern allegations of drug dealing, criminal behaviour

involving violence, serious harassment, hate crimes (including racial,

sectarian or any discriminatory harassment) Domestic Abuse, serious

damage to property including fire raising

Immediate advice and if

appropriate, response at point

of contact and complaint

progressed within 1 Working

Day

B

SERIOUS

AND/OR

PERSISTENT

Frequent/persistent complaints,

Persistent Disturbance including Noise Nuisance (inc Loud Music,

Banging etc)

Abusive or threatening behaviour

Harassment

Minor damage to property (vandalism)





Days

C

NEIGHBOUR

DISPUTE/BREAC

H OF TENANCY

Minor breaches of tenancy, including untidy gardens, disputes about

communal areas etc

Minor noise nuisance including domestic appliances/pets

Children

Lifestyle clashes

Boundary disputes,

Parking issues




progressed within 10

Working Days

D

LOW LEVEL

NUISANCE

Sometimes we will not be able to take any action, but we will record the

report and let complainer know that no action can be taken. Examples

include:

• ball games

• one-off parties or barbecues

• noise arising from normal daily living in a property

• Conduct which is shown to be reasonable in the circumstances

Immediate advice at point of

contact follow up within 20

Working Days

Y

YOUTHS/ GANGS

Complaints of Youth Disorder not covered by any of the above categories

Immediate advice at point of

contact and complaint


Day

Categorisation Framework

CATEGORY TYPE POSSIBLE OUTCOMES

A

SEVERE –

CRIMINAL

LIAISON WITH POLICE IN ALL INSTANCES

Outcome determined by evidence and case progression but may include Warnings, NOPs ASBOs,

SSST’s and Evictions

B

SERIOUS AND/OR

PERSISTENT

Passed for Investigation – actions dependant on evidence gathered - outcomes include Warnings,

NOPs, ASBOs, SSSTs and Evictions

C

NEIGHBOUR

DISPUTE/BREACH

OF TENANCY

Referred to Locality Management (Estates) for appropriate action, dependant on evidence gathered

may include: Warnings, NOPs, Evictions

Referred to Mediation.

Escalation to Category B

D

LOW LEVEL

Advice

Mediation where appropriate

Escalation to Category B or C if circumstances change and dependant on evidence gathered

Y

YOUTHS/ GANGS

LIAISON WITH POLICE IN ALL INSTANCES

Possible outcomes referral to Youth Offender Group/ Forums, Acceptable Behaviour Agreement (ABA),

Unacceptable Behaviour Notice (UBN)

The Night Response Team

How Does the New Service Work

Demand for Service

We are now in a position to analyse calls to look at:

• The type of complaint being made

• The areas where calls originate from

• The time of the complaints after hours

• The tenure of the complainer

• The tenure of the offender

• The number of call-outs and average time to arrive

• Action taken on complaints

• The number of complaints closed down or resolved within 6 weeks

Police Scotland can also review their own statistics to assess trends since the new service started.

April 2014 – March 2015 Type of Complaint and Breakdown of Time of Call - Out of Hours

Times of Calls Domestic Noise

Criminal Activity

Alcohol Related Issues

Estate Issues

Gangs/ Youths Harassment

Non Domestic Noise Grand Total

16:45 to 20:00 629 96 5 62 43 125 7 967

20:00 to 22:00 615 62 3 19 29 42 8 778

22:00 to 24:00 930 52 5 19 15 31 9 1061

24:00 to 2:00 748 40 3 5 12 13 13 834

2:00 to 4:00 397 26 1 4 4 9 3 444

4:00 to 8:45 402 26 1 13 2 24 5 473

8:45 to 16:45 413 78 9 61 13 65 10 649

Grand Total 4134 380 27 183 118 309 55 5206

All Complaints Offender Tenure 2014/15

Tenure of Offender Domestic

Noise Criminal Activity Harassment

Estate Issues

Gangs/ Youths


Non Domestic

Noise Grand Total

NLC Residential 3743 667 540 230 41 48 50 5319

Homeless Temp Accommodation 193 56 13 8 2 8 7 287

Owner Occupier 439 44 133 48 4 3 11 682

Housing Association 105 15 13 3 2 0 138

Private Sector Landlord 533 52 46 23 4 1 6 665

Other/Unknown 773 153 129 108 171 1 25 1360

Grand Total 5786 987 874 420 224 61 99 8451

All Complaints by Complainer Tenure 2014/15

Tenure of Complainer Domestic

Noise Criminal Activity Harassment

Estate Issues

Gangs/ Youths


Non Domestic

Noise Grand Total

NLC Residential 3124 478 523 220 124 30 27 4526

Homeless Temp Accommodation 60 7 14 2 1 84

Owner Occupier 1083 143 180 125 36 5 23 1595

Housing Association 139 8 14 1 3 165

Private Sector Landlord 400 39 52 20 6 1 518

Other/Unknown 980 312 91 52 55 24 49 1563

Grand Total 5786 987 874 420 224 61 99 8451

The number of complaints closed down/resolved

within 6 weeks

Indicator Questions AIRDRIE BELLSHILL COATBRIDGE NORTH MOTHERWELL WISHAW GRAND TOTAL

1. Complaints Received 1314 1130 1446 1390 1895 1276 8451

2. Complaints Concluded 1292 1121 1410 1367 1799 1233 8222

3. Concluded in timescale (6 weeks) 1285 1106 1382 1348 1775 1222 8118

4. Complaints concluded outwith 6 week timescale 7 15 28 19 24 11 104

Of all complaints received, percentage concluded within 6 weeks 97.79% 97.88% 95.57% 96.98% 93.67% 95.77% 96.06%

Of all complaints concluded, percentage concluded within 6 weeks. 99.46% 98.66% 98.01% 98.61% 98.67% 99.11% 98.74%

Comparative information 2013/14 and 2014/15

Outcome of Complaint Apr - Oct 2013 Apr - Oct 2014

Verbal Warning 0 185

First Warning 644 683

Final Warning 196 199

Warning after NOP 90 89

Total 930 1158

Comparative Statistics Apr – Mar 2014 Apr – Mar 2015 No. Of Complaints Received in period 5879 8451 Site Visits (for witnessing) 457 1225 Average time to call 36 mins 34 mins % complaints concluded < 6 weeks n/a 96.89%

Development of the New Service

• The IT system which supports the new service and provides essential performance information has been modernised and will continue to be improved to complement what we are setting out to achieve.

• The performance information is being used to target resources and allowing future planning of the service.

• Information is also used to inform our Annual Return on the Charter (ARC)

• Continual review of performance timescales to escalate, conclude or close down complaints.


• Administration of Fixed Penalty Notices. We are working with Environmental

Services to implement.

• Message on the Impact of ASB in communities being delivered to S1 And S2

pupils through Kickstart Theatre Group.

• Presentations explaining the new service given to Private landlords

• A review of the Service Level Agreement with Registered Social Landlords is

being finalised.

• TCA now manage a public Wi-Fi service in 6 town centres. The landing page

on the network can be used to promote the ASB service.

• Regular audit and review of the new service

• Looking Local App being assessed to promote the service.

• Further work required to break the cycle of ASB by offenders.


An important part of the new service is working in partnership with Police

Scotland.

• From August 2014 a joint initiative was introduced whereby officers from

the Night Team and Police Scotland carry out pro-active visits to known

trouble spots on Friday and Saturday evenings

• Inspector Alistair Anderson of Motherwell & Wishaw Community Policing

Team has said:

• 'We have long since recognised the importance of strong partnership working and this initiative is a

great example of how working together has had a positive impact on the local community. Tackling

Anti Social Behaviour is a force priority and this framework affords us a great opportunity to work

with our partners and get to the root of the problem. By identifying repeat locations and offenders we

are able to take the appropriate action ranging from advice and guidance, through to formal

warnings, the issuing of Fixed Penalty Notices or in reporting offenders to the Procurator

Fiscal. Although this initiative has only been running for a 6 month period we have already

witnessed a 69 % drop in calls to the problematic addresses that we have identified across

Motherwell, Wishaw and Bellshill and it is testament to the success of the project that it is now being

rolled out in other locality areas across North Lanarkshire'.


Further joint work with the police has also included:

• Joint vertical patrols in tower blocks

• Joint training for Police and Night Team

• Contact forms introduced for intelligence reports analysed and processed

by Police liaison officers.

Questions?

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