Our Customer Service Centre can be contacted between
8AM – 5PM (Monday to Friday) for both emergency
repairs and housing enquiries.
What is Anti-Social Behaviour?
The UK government definition of Antisocial Behaviour (ASB) is:
- conduct that has caused, or is likely to cause, harassment, alarm or distress to any person.
Here are some examples of ASB: Violence, Verbal Abuse, Harassment, Hate crime, Domestic Abuse, Use and Trade of Illicit Substances such as drugs, Noise Nuisance, Nuisance from Vehicles and Damage to property.
What information do we need?
In order for us to investigate any ASB you report to us it is very important that you provide as much information as possible. Without this information it could delay or affect your complaint. We ask that you provide the following information:
- Your name, address and contact number.
- Name of the person causing nuisance (if known)
- Address of the person you are complaining about
- The type of nuisance (for example, Noise, Harassment, Violence, Drug use etc)
- The dates of the nuisance, how often and for how long has this been happening?
- Have you experienced this before?
- Any other information, have you asked them to stop, have you reported this before, are other agencies aware of this issue (include crime reference number)?
Can I report ASB anonymously?
All reports of ASB are treated anonymously during an investigation. However, for us to fully investigate a report, we ask that you provide your contact details. This will allow us to provide updates on the investigation and ask you for any more information, if we need it.
If your complaint is in relation to noise nuisance you can download ‘The noise app’. This app uses your smartphone to make recordings of noise nuisance which can be sent directly to us. We will be able to investigate these recordings and keep you informed throughout the investigation. The app can be downloaded from the Google Play or Apple Store or by following this link https://www.thenoiseapp.com
How quickly will I receive a response to my complaint?
We aim to respond to complaints as soon as possible. You will receive an acknowledgement message within 10 working days and we will make contact to discuss the issues following this.
Can I report crimes to you?
If a crime has been committed then it should be reported to the police in the first instance on 999 for emergencies or 101 for non-emergencies. We are committed to dealing with crime in our communities and work with the police and other agencies to do this.
I am a private resident, can I still make a complaint?
Anyone is able to submit a complaint to us about ASB. However, we cannot investigate ASB that is not caused by our tenants. If this is the case then you should report to the Police via 101 or Torfaen Council on 01495 762200.
What happens when my complaint is received?
The details of your complaint are passed to an officer to investigate. The officer will acknowledge the complaint within 10 working days and then contact you to discuss the complaint and agree on what we will do.
Who will investigate my complaint?
The complaint will be investigated by your Community Housing Officer. They will introduce themselves to you once you have been in contact with us.
Will I have to do anything during the investigation?
It is important that you keep in contact with us and if further incidents occur you should report these to us. You may be asked to keep a nuisance diary sheet including the information required above. If further information is required the investigating officer will get in contact with you to discuss this.
What outcomes can I expect?
We are committed to dealing with ASB in our communities. We will investigate the complaint as transparently as possible. We will work with you to resolve your complaint and will keep you informed of the actions we may take. These could include noise monitoring equipment, mediation or further action.