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This is a summary of Hexagon’s Anti-Social Behaviour Statement of Procedure. A full version of the Statement of Policy and Procedure is available to view at our Head Office. A copy can be supplied for a fee (currently £25). To arrange to see the full version, or to obtain a copy, please contact our Customer Services Centre on 020 8778 6699.

This summary can be produced in another language or format on request.

• Complaints of anti-social behaviour can be made to Hexagon by telephone, in writing, by email, or in person at our offices.
• All complainants will be sent an Information Pack, which contains useful information about Hexagon’s services, what complainants may be able to do for themselves, and details of other relevant organisations.
• The main point of contact for the complainant will be the Housing Officer for the tenant being complained about, or, of the perpetrator is not a Hexagon
  tenant, the Housing Officer for the person making the complaint.
• All complaints of anti-social behaviour will be recorded, and a letter of acknowledgement will be sent.
• Where advice only is given, and no other action is taken, a letter of confirmation will be sent.
• Housing staff will normally offer to visit the complainant at home to take further details. We aim to carry out home visits within five days of receiving the complaint, sooner if the complaint is of a serious nature. Details of visits/interviews will be recorded in writing.
• Housing staff will ensure complainants are kept informed of progress or any action relating to their complaint. We will contact complainants at least once
  a month whilst a case is still open.
• In most cases an Action Plan will be drawn up, and agreed with the complainant. We aim to do this within ten days of receiving the initial complaint.
• Action Plans will be updated regularly, depending on any changes to the situation.
• Wherever possible, Housing staff will contact the alleged perpetrator of anti-social behaviour.
• Housing staff will work with other agencies where appropriate. This will form part of the Action Plan.
• Any requests for rehousing will be dealt with in line with Hexagon’s Allocations Policy.
• All active cases will be reviewed by senior housing staff regularly.
• Where there have been no further reported incidents for three months, the case will normally be closed. This will be following discussion with the complainant, and any decision to close a case will be confirmed to the complainant in writing.
• Hexagon’s Complaints Procedure will be available to any complainant who is dissatisfied with the service they have received.
• When a case is closed, or six months from the date an ongoing complaint was first received, a Service User Satisfaction Survey will be carried out.

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