Frequently Asked Questions

What should I do before making a complaint?

If it is safe, you can try calmly speaking to the person involved to explain the issue.  Do not approach them if you think they may be violent, aggressive or unpredictable.  In those circumstances, contact the police.  

Can I remain anonymous when making a complaint?

No. We do not accept anonymous complaints.  We need to speak to the person making the report to gather essential information and evidence in order to progress a case.  However, your report will be treated as confidential: we do not disclose your identity to the person complained about without your consent.  

How do I report ASB?

• If you or the individual involved are tenants of social housing, you must report the issue to your Housing Association first
• To report ASB to Breckland Council, use our online form (details)
• If a crime is happening or someone is at risk of immediate harm, call 999
• For non emergency crime reports, call 101

What information should I include in my report?

Please provide:

• Your name and contact details
• What happened
• Dates, times and how often it occurs
• Where it happened
• Who was involved (if known)
• How it affects you or your household
• Any evidence (photos, recordings, diary sheets - if safe and lawful to gather)

Will my identity be kept confidential?

Yes.  We will not share your personal details without your consent unless we are legally required to (e.g., for safeguarding purposes).
However, the person complained about may sometimes infer who raised the concern based on circumstances

What will the council do after I report ASB?

An officer will assess your report and may contact you for more information.  We may work with the police, your housing provider or support services to investigate and decide the next steps.

What if the Council decides not to investigate?

Not all concern meet the legal threshold for ASB.  If this happens, we will:

• explain why, and
• offer advice or signposting (e.g., Citizens Advice, your housing provider, police, legal services)

In some circumstance, you may wish to seek independent legal advice about possible civil action. 

What happens if I stop responding to the Council?

If we cannot contact you or you stop engaging, we may have to close the case as we cannot progress it without your involvement.

What support is available for me?

You will be supported by:

• ASB or Environmental Health officers
• Police
• Housing & Suffolk Victim Care
• Adult or Children's Services
• Mental Health Services

We will discuss the most relevant options for your situation. 

My complaint was closed but I don't feel it has been resolved.  What can I do?

If you have three separate report of ASB within six months and feel they have not been addressed effectively, you may request an ASB Case Review (Community Trigger).  This is an independent review of agency responses to your reports.

Why have I been contacted by the Council?

A concern has been raised about behaviour linked to you or your household.  Contacting you helps us understand the situation and resolve issues early.  It doesn't mean  you are guilty of anything 

Who made the complaint?

We cannot disclose the complainants identity without permission.  Our focus is on resolving issues, not identifying individuals.

What should I do if I disagree with the complaint?

Tell us your side of the story.  You will have the opportunity to explain what happened. 
Mediation is often helpful for resolving misunderstandings.

Will I get into trouble?

Not necessarily.  Most cases are resolved through discussion, advice, agreement or mediation.  Formal action is only considered when behaviour is persistent, harmful and supported by evidence.

What if I think the complaint is unfair or malicious?

Tell us.  We assess all reports for fairness and will not take enforcement action based on malicious or prejudiced allegations

Will this affect my tenant?

If you are a social housing tenant, your housing provider may become involved.  Tenancy action is a last resort and is only taken for serious or repeated ASB supported by evidence.

Can I get help if I'm struggling with issues contributing to the behaviour?

Yes.  We can make referrals for:

• Housing support
• Health or wellbeing services
• Mediation
• Community or support organisations

Our role us to help resolve issues, not punish people

What happens during an investigation?

We may:

• Take statements
• Review evidence
• Visit the location
• Speak to involved parties
• Install noise monitoring equipment or mobile CCTV cameras

We will explain expectations, next steps and any actions you may need to take.

What is I want to challenge or appeal a decision?

You can:

• speak to the ASB officer
• Provide further information
• Use the Council's complaints process

We will explain your options

Can I bring someone with me to any meetings?

Yes.  You may bring a support worker, friend or family member if you feel it would help.

How long will an investigation take?

Timeframes vary depending on the complexity of the case and the evidence required.  We will keep you updated.

What is mediation, and do I have to take part?

Mediation is a voluntary service led by an independent mediator.  It often resolves issues quickly.  
Refusing mediation without good reason may limit what further support or action can be taken.  

What evidence does the Council need?

During the duration of an ASB case, we may request:

• ASB incident diaries
• CCTV/Ring doorbell footage (lawful and appropriate use only)
• Photos
• Statements
• Police logs
• Officer observations

We will explain what is appropriate and safe to collect.

Possible Outcomes

Possible outcomes include:

• Advice and informal resolution
• Mediation
• Verbal or written warnings
• Agreements between neighbours
• Partnership work with police and housing providers
• Enforcement action such as Community Protection Notices (only when necessary)
• Case closure, if no ASB is found or evidence is insufficient