Procedural guidance varies from non prescriptive to highly prescriptive. The following are good examples of all types.
Good Practice Model | Authority | Key Player |
Clear and succint procedures which offer good basic guidance on following through different categories of complaint | Aberdeenshire | Alastair Mutch
Housing Services Manager
01569 768 540
alastair.mutch@aberdeenshire.gov.uk |
Clear and succint procedures which offer good basic guidance on following through different categories of complaint. | South Ayrshire | Rob Jones
Housing Operations Manager
01292 612 038
rob.jones@south-ayrshire.gov.uk |
Comprehensive procedures for both the specialistanti-social behaviour investigation team and for generic housing officers with guidance on legislation that impacts on their work. Good sections in procedures on considering the victims' feelings and service standards. | Fife | Fiona Alder
Housing Investigations Officer
01592 414 233
fiona.alder@fife.gov.uk
Gerry McGloin
Team Leader
(Housing Management)
01592 414 255
gerry.mcgloin@fife.gov.uk |
Comprehensive procedure, strong on referring cases to other agencies where appropriate. | Dundee | David Simpson
City Housing Manager
01382 434 342
david.simpson@dundeecity.gov.uk |
Procedure which adopts broad definitions of anti-social behaviour and reiterates the need to involve other agencies. | North Ayrshire | Jane Houston
Divisional Manager
01294 324 873
janehouston@north-ayrshire.gov.uk |
Comprehensive procedural manual. Strong investigatory and questioning techniques. | Edinburgh | Julia Kennedy
Anti-Social Behaviour Strategy Manager
0131 529 7212
julia.kennedy@edinburgh.gov.uk |
Concise, fairly recently produced procedures. Emphasis on ASBOs. | Angus | Beverly Fullerton
Assistant Principal
Officer, Community Safety
01307 473 380
FullertonBJ@angus.gov.uk |
Comprehensive procedures with accent on prevention and early intervention and emphasis on involving complainants and perpetrators in resolving before problems escalate. | Clackmannanshire | Lawrence Hunter
Service Manager
Housing Management
01259 452 681
Lhunter@clacks.gov.uk |
Comprehensive procedure with strong emphasis on evidence gathering, corroboration, working with police and victim support. | East Ayrshire | John Pilkington
Best Value Officer
01563 576 616
John.Pilkington@east-ayrshire.gov.uk |
Comprehensive procedures, strong on prevention, accurate recording, inter-agency responses. | East Dunbartonshire | Grant Mackintosh
Housing Policy Manager
0141 578 8000
Grant.Mackintosh@eastdunbarton.gov.uk |
Comprehensive procedure emphasising inter-agency involvement. Supported by concise checklists. | Inverclyde | Lesley Kerr
Housing Policy Officer
01475 712 540
Lesley.Kerr@inverclyde.gov.uk |
Concise and practical manual buttressed with clear flowcharts and emphasising witness support. Emphasis is on avoiding legal action if at all possible. | Midlothian | Anita Anderson
Principal Housing Officer
0131 271 3611
Anita.Anderson@midlothian.gov.uk |
Comprehensive procedure. Strong on legal and enforcement procedures and dealing with complaints from outwith the council sector. | North Lanarkshire | Matt Costello
Principal Investigator
01236 622 500
CostelloM@northlan.gov.uk |
Comprehensive procedures. Inbuilt timescales for response at each stage. | Renfrewshire | Bryan Healy
ASI'ST and Mediation Manager
01505 325 030
bryan.healy@renfrewshire.gov.uk |
Comprehensive estates management procedures. Strong on relating anti-social behaviour to other aspects of housing service procedures. Clearly written protocols govern relationships with other agencies and departments. | South Lanarkshire | Cameron Mitchell
Tenant Participation Officer (Strategy)
01698 454 739
cameron.mitchell@southlanarkshire.gov.uk |
Guidance manual uses flow charts effectively to clarify procedures and emphasises importance of careful interviewing to build cases and support witnesses. | West Dunbartonshire | Martin Mckendrick
Assistant Team Leader
01389 608 999
martin.mckendrick@west-dunbarton.gov.uk |
Separate but interlinked procedures for generic workers and specialist team. Strong on evidence gathering and feedback/support for witnesses. Contains section on risk assessment and a case location report. | Falkirk | Natalie Moore-Young
Conflict Resolution Manager
01324 503 698
natalie.mooreyoung@falkirk.gov.uk |