While incidents of crime and antisocial behaviour (ASB) are not the norm, we’re committed to tackling them when they arise and believe in creating connected communities where everyone can live well.
Our promise to you
We will:
- work with you and other agencies to tackle ASB in your area.
- have a strong local presence in a bid to develop positive community relationships.
- support you to shape your local neighbourhood.
- get to know you and what matters most to you.
- listen and learn from your feedback to improve our services.
- make it easy for you to share your views.
- help you contact us easily, in a way that suits you.
- tailor our services to meet the individual needs of our diverse communities.
As your landlord we’re able to offer you support if you’re dealing with certain aspects of ASB, but in other instances where you may find other people’s behaviour irritating, we may not be able to deal directly with that, such as a one-off party or noise from vehicles on the street. Here is a guide to the kind of situations where you can expect help from us.
What we can help with
We can help with:
- noise nuisance (if you’re experiencing repeated noise from another home, we’ll assess the situation and determine what action, if any, needs to be taken)
- verbal abuse
- intimidation
- harrassment
- hate-related incidents or crimes
- domestic abuse support
- cuckooing
- criminal behaviour from another home affecting the neighbourhood (police evidence supporting the claim is required)
What we cannot help with
We can’t help with:
- one off noise nuisance
- children playing or arguing in the street
- pets straying across gardens
- parking or vehicle obstruction disputes
- staring or looking at someone, giving dirty looks
- personal relationship breakdowns or dislike of neighbours
- nuisance such as cooking smells or someone smoking in their own home
- problems relating to lifestyle conflicts, such as shift work or cultural differences
- some everyday living noise, such as flushing toilets, washing machines, babies or children crying or playing
- anonymous complaints
Report ASB
To report a problem or issue, please contact us.
What happens next
When you contact us to report ASB:
- We log your report – we record the details you’ve provided and create a case.
- We assess the case – a Neighbourhood Manager will review the information to assess how urgent the situation is.
- We contact you – we’ll get in touch to discuss the issue in more detail, agree next steps, and explain how we can support you.
How we prioritise cases
We prioritise cases based on the level of risk and harm.
This helps us to make sure that the most urgent cases are dealt with as quickly as possible.
Urgent cases will include serious incidents such as violence, threats, hate incidents, or immediate safeguarding concerns.
Our response times
We will respond to serious incidents such as violence, threats, hate incidents or immediate safeguarding concerns within 24 hours.
All other cases reported to us will be responded to within 48 hours.
Investigate and take action
Once your case has been assessed, we’ll:
- agree an action plan with you
- explain what we can and cannot do
- gather evidence – this may include asking you to gather evidence too (this may include speaking to neighbours, reviewing reports, or working with partner agencies such as the police or local authority – we will explain everything as part of your action plan.)
Possible actions
Possible actions may include:
- offering advice and support
- arranging mediation between parties
- warning letters or tenancy enforcement
- working with other agencies to resolve the issue
Keeping you updated
We’ll keep you informed throughout your case, by:
- agreeing how you’d like to be contacted (for example, phone, email, or letter)
- providing updates at different stages of the investigation
- letting you know if there are any delays
As a guide, we aim to provide updates as frequently as is agreed on the action plan while your case is open.
Reviewing your case
We will regularly review your case to make sure the right actions are being taken. This helps us to:
- check progress
- update the action plan if needed
- ensure we’re responding appropriately to any changes
You can also contact us at any time if the situation changes or worsens.
Closing your case
We’ll close your case when either:
- the issue has been resolved
- there is no further action we can reasonably take
- the behaviour has stopped, or reduced to an acceptable level
Before closing the case, we’ll:
- let you know in advance
- explain the reasons for closure
- give you the opportunity to ask questions or raise concerns
If the problem continues
If the ASB continues after your case is closed, you can report it again. We’ll review the new information and decide the next steps.
Get in touch
Whether you’re a resident or you want to find out more about Hedyn, our Customer Experience Hub will be happy to help you.
Contact Hedyn hello@hedyn.wales 0300 1212 345 WhatsApp