We always strive to provide a high level of service. Although, we know that there may be times when we do not get it quite right. This is where the Community Trigger comes in.
What it is
This is also known as an ASB Case Review.
Within a six-month period, a person has logged three or more ASB complaints or one hate crime complaint to:
- the Local Authority;
- Police;
- or registered social landlord.
If they are not satisfied with the outcome/response received, they can ask for a Community Trigger/ASB Case Review.
This will look at:
- How the reports/complaints have been responded to;
- and considers what further actions may be taken where the behaviours are persistent.
This is a multi-agency review of their case where the above threshold has been met. The review encourages a problem-solving approach.
- The Community Trigger/ASB Case Review is not a complaints process.
- If you are not happy with the service you get or with a case handler, contact the agency. Then follow their in-house complaints procedure.
When to use it
For the Case Review or Community Trigger, a complaint that qualifies is:
- Where the ASB was reported within one month of the alleged behaviour taking place.
- The application to use the Case Review/Community Trigger is made within six months of the reported anti-social behaviour.
When not to use it
In some instances, your complaint may not be appropriate for a Community Trigger/ASB Case review. Instead, it may be better to use an organisation's complaints procedure.
Examples are:
- Handler being rude.
- Complaints which do not relate to ASB/Hate.
- Handlers not having delivered on promises, such as phone calls or meetings.
- Dissatisfaction with the service received.
- You feel the organisation/handler has done something wrong while handling your file.
- You feel let down by the organisation.
- There is currently an active/open case relating to yourself or the same issue.
If you have followed an organisation's complaint procedure, but you are still not satisfied, you will be given information about:
- The Local Government and Social Care Ombudsman;
- Housing Ombudsman;
- or the Independent Office for Police Conduct.
How to activate the trigger
To active the trigger, complete our online form:
Activate the community trigger
Process
When a trigger/review has been asked for, we must find out if the threshold has been met. We will contact the relevant agencies to confirm the number of complaints they received and the content of them.
- Three ASB complaints logged within a 6-month period.
- One hate crime complaint logged within a 6-month period.
We allow 15 working days to establish whether the Threshold has been met. This allows time for all relevant agencies/bodies to respond. Once confirmed, the resident that requested the Trigger/Review will be contacted and informed of the decision. If the threshold has not been met, the formal review procedures will not be invoked. However, this does give the relevant agencies/bodies chance to discuss whether there is more that can be done now. If the threshold has been met, then a full case review will be arranged and undertaken by the relevant bodies.
The review will be held within 15 working days of confirming the Threshold has been met.
- This will involves
- Sharing information between agencies;
- reviewing what action has been taken before;
- and looking for any more actions that can be taken.
- The Resident or an advocate will be invited to join the beginning section of the review meeting. This is to help all agencies understand what impact the ASB has had.
- After this, the resident will be contacted and informed of the outcome of the review meeting. This may include an action plan if further actions have been identified and timescales of the same where relevant.
Your case will be added to our monthly ASB and Vulnerability panel until the further actions have been completed.
Appeal
If the resident is not happy with the decision made, they will have 28 days to make an appeal.
To make an appeal, please email: ASB.Unit@calderdale.gov.uk. Include these details:
- Name.
- Address.
- Explain why you disagree with the outcome, in detail.
This will then be passed to the Head of the Community Safety Partnership to review and respond.