Neighbour Nuisance and Antisocial Behaviour Policy Review

Changes to the target times for resolving neighbour nuisance and antisocial behaviour complaints

We are reviewing our Neighbour Nuisance and Antisocial Behaviour Policy to improve the way we deal with complaints. We would like to hear your views about the changes we are proposing.

We want to make sure that:

• the targets that we set for resolving complaints are realistic and achievable; and  
• before we make any changes, we take your views into account.

Your feedback is an important way achieving this and it will help us to provide a continually improving service.

After the consultation we will consider all of the responses and use them to develop a final Neighbour Nuisance and Antisocial Behaviour Policy.  This will be presented to the Communities Committee on 7 March 2017 for agreement.

How to complete the consultation
The easiest way of completing the consultation is by accessing it online.  

If you have any questions, please phone 0300 123 4566.
The consultation will end on 14 February 2017.

Why we want to change the target times for resolving neighbour nuisance and antisocial behaviour complaints
The framework that we use for prioritising and responding to neighbour nuisance and antisocial behaviour complaints is set out in our Policy.  This framework reflects the definitions set by the Scottish Housing Regulator (SHR).    

The policy states that we must resolve any complaint within a locally agreed target timescale of 20 days.  The period for resolving a complaint starts on the date that the complaint is first received.  This was agreed in 2003.  This applies to all categories.  

The initial response times listed in the table below are not changing - only the target period for resolution.

Much of the work to resolve complaints increasingly involves a range of agencies, including police, social work, education, housing and health. This has placed pressure on our ability to achieve our 20 day target.  

We have reviewed how other authorities prioritise complaints and set targets for resolving complaints.  This showed that Moray’s target of resolving all complaints within 20 days is significantly shorter in comparison to the timescales used by other authorities, particularly well performing authorities.

We want to change the current policy to include more realistic targets which would offer adequate time to carry out any necessary multi-agency work needed to investigate and resolve complaints.  We have analysed the impact that different target timescales may have.  We are proposing to change the target timescales for resolving complaints which fall within Category B and C.  The timescales would be as follows:

Category Description

Intial response time

This is not changing

Current target timescales for resolution Proposed target timescales for resolution
A Very serious antisocial behaviour, which normally includes criminal activity such as drug dealing, racial harassment or assault. Visit/interview complainant and contact police within 1 working day. 20 days

20 Days 

no change

B Situations where the behaviour is likely to stop short of criminal activity but could be a deliberate attempt to cause disturbance or annoyance to a neighbour. It is likely to be more than a clash of lifestyles and may involve threats/harassment, which cannot be substantiated by witnesses. It may involve disregard for other with loud music and parties or where the incidents are persistent and attempts to change behaviour has not worked. Carry out initial investigation and assess appropriate action. Contact complainant by phone call/letter/ visit within 2 working days to advise of assessment 20 days 35 Days
C Disputes solely between two neighbours and minor breach of tenancy agreements. This includes that use of common areas, maintenance, the use of boundaries and noise. Assess complaint and contact complainant by phone/letter or visit within 5 working days, 20 days 40 Days

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