Antisocial Behaviour and Harassment Service Standard

These are the standards you can expect from Ascham Homes when you are disturbed by nuisance, harassment or antisocial behaviour. More detailed advice is available in the ‘Using and Looking After Your Home’ section of the ‘Residents Information Pack’ and the ‘Antisocial Behaviour Strategy’. 

 

 

We will:

 

For more information on the range of potential action to be taken in connection with nuisance, please see the Ascham Homes ‘Antisocial Behaviour Strategy’.

 

 

We will write to you within 15 working days of your first complaint about nuisance or antisocial behaviour to let you know what we plan to do.

 

If you have been physically attacked or threatened:

If there was no violence or threat of violence:

 

When we are taking action against an individual following a complaint we will:

 

 

If you are being harassed, tell us about it, we will help you.

 

Ascham Homes has a 24-hour hotline for reporting antisocial behaviour, domestic violence and harassment. Call 020 8496 4011. This hotline is staffed during office opening hours (9am to 5pm, Monday to Friday) and is switched to an answer-phone outside these hours.

You and we cannot always resolve problems in isolation, particularly if the person causing nuisance is not a tenant. We will work with you and other stakeholders and agencies to sort out nuisance problems.

 

Whatever the cause of your problem, anti social behaviour, nuisance, or domestic violence, we will do our best to help you or give you contact details for organisations that can offer advice and support.

 

 

Our aims include:

 

We will provide good customer care to all our customers, our staff will be friendly, polite and keen to help you, dealing with your enquiry with sensitivity and discretion.

We will:

 

 

 

We will use customer feedback to improve our service. Please tell us if you feel that we have not met any of the service standards. If you are not satisfied with our response, you can make a formal complaint. The leaflet ‘Ascham Homes Complaints Procedure’ gives you information about making a complaint and is available through all of our outlets. Our staff will help you make a complaint if you are not able to do so.

 

 

We have a 24-hour hotline for reporting antisocial behaviour, domestic violence and harassment on 020 8496 4011. 

 

This hotline is staffed during office opening hours (9am to 5pm, Monday to Friday) and is switched to an answer-phone outside of these hours.

If you have been assaulted or believe you are at risk of physical harm, you can ask us to find you emergency accommodation.

The council has a 24-hour emergency hotline number on 020 8496 3000 where you’ll receive advice if you cannot stay in your home.

 

Also, the Homeless Persons’ Unit at Willow House, 869 Forest Road, Walthamstow, London  E17 4BR can offer advice.

 

 

Telephone Ascham Direct on 020 8496 4197
The lines are open 8am to 8pm, Monday to Friday for a full service.

 

If you live in Billericay or Wickford, you can phone Ascham Direct on 0845 3000 363 (charged at the local rate).

 

You can write to us at:
Ascham Homes
1 Wood Street
Walthamstow
London  E17 3JU.

 

Please note that although we check this site regularly during the day, you should not use it to report urgent repairs.

 

Ascham Homes
1 Wood Street
Walthamstow
London  E17 3JU.
Open 9am to 5pm, Monday to Friday

 

Ascham Homes (Billericay office)
16 Morris Avenue
Billericay
Essex  CM11 2LB.
Open 9am to 11am, Tuesdays and Thursdays

 

In an emergency outside the normal hours, as mentioned above, contact the joint Ascham Homes and London Borough of Waltham Forest emergency service on:

020 8496 3000

 

Waltham Forest Direct, 772-776 High Road, Leyton, London  E10 6AE

Waltham Forest Direct is the London Borough of Waltham Forest Council’s contact centre.

For all council services, call them on:  020 8496 3000

 

Alert, The Council’s Project Against Attacks and Harassment
806 High Road, Leyton, London E10 6AE
Daytime phone: 020 8539 3007
24-hour hotline: 020 8539 3433 (incorporating Minicom)

Alert has two domestic violence workers who provide support in complete confidence. They offer sensitive and sympathetic advice, work with other agencies and provide a referral service.  The unit also has a wide range of information about many support agencies.  The offices are suitable for people in wheelchairs.

 

London Borough of Waltham Forest Domestic Violence Hotline Phone: 020 8496 3000
(You can phone at any time at weekends and after 5pm on Monday to Friday)

Victim Support Waltham Forest
Alpha Business Centre, South Grove, Walthamstow, London E17 7NX. Phone: 020 8502 6226

The police have specially trained male and female officers who will listen to you individually.

 

Your local units are:

Chingford and Walthamstow Community Safety Unit
Chingford Police Station, 1 King’s Head Hill, Chingford,
London E4 7EA
Phone: 020 8345 3170

 

Leyton and Leytonstone Domestic Violence Unit
Leyton Police Station, 215 Francis Road, Leyton,
London  E10 6NJ
Phone: 020 8345 3170

 

The council has a hate-crime scheme. If you are aware of an incident, or are a victim of racist or homophobic crime, you can report it in confidence to:

The Metropolitan Police: 020 8556 8855;
Textphone: 020 8345 2340

The Alert 24-hour hotline: 020 8539 3433

Victim Support: 020 8502 6226

Ascham Direct: 020 8496 4197

The Corner Stone: 020 8558 2121

East London Out Project (ELOP): 020 8558 0551

If you are gay, lesbian, bisexual or transgender and are experiencing any kind of abuse or violence, please contact us. 

 

As well as our antisocial behaviour hotline, you may want to phone:

LAGA (Lesbian and Gay Action) on 020 8556 8563, or

London Lesbian and Gay Switchboard on 020 7837 7324

 

 

You can get copies of our service standards, information leaflets, Decent Homes programme, Tenants Compact and Residents Information Pack from:

 

If you would like us to post a publication to you, please call Ascham Direct on 020 8496 4197.