We recognise dealing with hate incidents and hate crimes are part of our commitment to promote equality and diversity. Hate incidents and crimes stem from prejudice against others based on views about people’s differences and we take a robust approach to respond to these hate related reports and promote partnership working.

What we will do for you

  • We are here to help, you can easily report hate related incidents to us by phone, email, online or face to face at a safe location
  • We will aim to respond to you as soon as possible and within one working day by your chosen method of contact
  • We will offer translation services, when English is not the first language
  • We will complete a risk assessment with you to identify the right multi-agency referral pathway to the risk management panel in your local area
  • We will take a target hardening approach as a reassurance measure to enable you to feel safer in your home
  • We will aim to respond within 24 hours to complete emergency repairs and/or remove offensive graffiti
  • Agree an action plan with you and give you a copy, we will let you know who your case officer is, they will support and work with you until your case is closed
  • We will discuss and seek your wishes and consent before referrals to specialist support agencies are completed
  • We will gather all available evidence from you and witnesses as part of the multi-agency investigation
  • We will always keep you informed during the multi-agency investigation. The frequency we will contact you will be agreed and included in your action plan
  • We will liaise with multi-agencies to ensure that information is shared to enable a legal case to progress with your consent
  • We will only close your case after discussing it with you first and confirm actions we have completed in writing to you
  • We will contact you four weeks after case closure to ensure there are no repeated problems
  • We will raise awareness of hate crime, it’s impact and how it is dealt with, to increase confidence in reporting incidents and crimes
  • We will ensure our colleagues complete annual hate crime training
  • Offer ways to involve you in promoting good relations and community cohesion through our priority neighbourhoods’ work and other customer engagement activities.

All we ask of you in return is 

  • Report details of a hate incident/crime at the earliest opportunity
  • Work with us to gather evidence, so we can support the multi-agency investigation
  • Let us know if you need additional support so our staff can respond in the best way for you
  • Complete a customer satisfaction survey one week after your case is closed, we are keen to hear your views so that we can continuously review our service offer and identify areas of 
    improvement.

We will know we are getting this right by

  1. Satisfaction with the landlord’s approach to handling hate crime
  2. Number of hate crime cases relative to the size of the landlord
  • Our performance measure: number of initial reports of hate crime being responded to within 1 working days.