Customer Services
Handling your complaint
- provide an interpreter if you need one
- investigate incidents and agree with you what we will do
- repair damage to your home and remove offensive graffiti
- offer you extra security, if appropriate, to make you safer in your home
- help you to make contact with other agencies who can provide support and assistance
- keep in close contact with you and discuss at every stage what will happen
- advise you of the options for moving if you are not able to remain in your home.
We will consider taking action against the person or people harassing you, but only if you agree. We need strong evidence to take legal action and you may need to help us provide this.
In cases involving harassment of any kind, violence or threat of violence (including domestic violence) we will make initial contact with the complainant within 24 hours, and agree an Action Plan with the complainant within two weeks of receiving the complaint. Discretion is given to other types of complaints where contact will take place within 48 hours or up to 5 working days for non urgent complaints.
In cases that warrant contact within 24 hours, Circle 33 would strongly advise that you contact the police as well as they will be able to offer immediate assistance such as arresting and dealing with the perpetrator.
If the complaint can be dealt with and resolved without the need for further investigation (i.e. through warning letter or telephone call to the alleged perpetrator), the Customer Service Manager will write to you to let you know what action has been taken. In most cases, we will aim to resolve the anti social behaviour at an early stage using a variety of tools ranging from warnings to mediation. It is in the interests of everyone concerned to prevent the situation from escalating into something more serious. If the complaint requires further investigation, the CSM will contact you to discuss the complaint or arrange an appointment to meet with you to discuss the complaint. Whilst discussing the complaint, an Action Plan will be agreed around how the complaint will be progressed.
During the period of the Action Plan until the case is closed we will contact the complainant regularly to keep them informed about progress, and review the Action Plan every month. Please note that Circle 33 must remain impartial in any complaint. The CSM will discuss with you the process of investigating the complaint as well as realistic options and actions available for the type of complaint. At this stage both the CSM and the complainant will outline what each needs to do to assist the process for example the CSM may need to contact the alleged perpetrator (only with the permission of the complainant) and the complainant may be required to keep regular and up to date diary notes of incidents as and when they occur. Your CSM is here to offer you advice and support. Your CSM will work with relevant agencies to collect necessary evidence and to try and resolve your complaint at an early stage and in the quickest time possible.
If you would like to report an incident or incidents of harassment, you can do so on this website, using our harassment initial report form. Your personal details will be secure.
If you wish to seek advice on the matter, you can call our Neighbourhood Customer Service Managers on 0800 073 0417 or
020 7447 3100. Minicom: 0207 288 4007. (Please also use this number to report anti-social behaviour or domestic violence.)
You'll also find useful advice and contact numbers for dealing with anti-social behaviour on our Respect website.
