Our Approach to Community Safety
Freebridge Community Housing is dedicated to fostering safe and supportive communities throughout West and North Norfolk. Our policy outlines our approach to managing anti-social behaviour (ASB), ensuring fairness, effectiveness, and a focus on the wellbeing of those affected.
We use a victim‑centred approach to address community safety issues.
We’ll help set realistic expectations about behaviour and what is not considered ASB.
We’ll give advice and guidance so residents can manage or resolve issues where possible.
We will work in partnership with Police, Local Authorities, Fire & Rescue, Health & Social Care agencies, and other organisations.
Confidentiality
We aim to keep complainants’ identities confidential where possible.
Anonymous complaints may be logged but only as “log only” if no investigation is possible.
Customer Responsibilities
Customers are expected to respect their neighbours and community.
We encourage you to:
Resolve issues directly when safe to do so
Be realistic about our role as landlord
Take responsibility for minor disputes
Maintain regular contact with us
Respect others’ lifestyles and reasonable disturbances
Cooperate in investigations (e.g. witness statements, court attendance)
Be considerate to neighbours
Not commit or allow ASB by visitors
Report crimes, harassment, domestic abuse, or ASB
Use evidence tools (like the Noise App)
Reporting ASB or community safety concerns should be accessible to all.
Reports can be made via phone, email, website, portal, or in person.
Reports from third-party representatives are accepted for vulnerable individuals, with the residents’ consent.
We may investigate reports made to external agencies such as the police or local authority.
Criminal matters should also be reported to the police.
Interpreter services are available when needed.
In emergencies, contact the police on 999 (urgent) or 101 (non-urgent).
If you are vulnerable, a third party can report on your behalf (with your permission).
If the issue is a crime or threat to life, contact Police on 999 (emergency) or 101 (non‑emergency).
We’ll aim to respond and explain if we can’t take action.
We often encourage residents to talk to the other party first (if safe).
To investigate, we may ask you to keep incident diaries or use approved noise apps.
We promote mediation and suggest also reporting persistent noise to your local authority under the Environmental Protection Act 1990.
Use of cannabis in homes, gardens, or communal areas is illegal and breaches tenancy.
Action is taken only if there’s proof of use (not incense or vaping) and a clear nuisance/health impact.
We prefer to resolve these through non‑legal support first.
You should also report suspected illegal drug use to Police (101 or via their website).
A hate crime is any criminal behaviour that is motivated by hostility or prejudice towards someone because of who they are. This includes a person’s:
Disability
Race or ethnicity
Religion or belief
Sexual orientation
Gender identity (including transgender identity)
Age
Lifestyle or subculture (for example, how someone dresses, looks, or expresses themselves)
Hate incidents can be directed at a person, their home, or their belongings.
They can take many forms, including:
Verbal abuse or harassment
Physical assault
Damage to property (vandalism)
Offensive graffiti or written material
Threatening or intimidating behaviour
Abuse or harassment online or through social media
Our approach
At Freebridge, we take a zero-tolerance approach to hate crime and hate incidents. Everyone deserves to feel safe and respected in their home and community.
We work closely with partner agencies, including the Police, to take action where needed. This may include reporting incidents, supporting investigations, and taking tenancy enforcement action.
Getting help
If you are experiencing anti-social behaviour or hate-related incidents, please tell us. We are here to support you and will take your concerns seriously.
We can:
Listen and take your report in confidence
Help you access support services
Work with partners to take action
Keep you updated on what is happening
You are not alone – we will work with you to keep you safe.
In all cases we will: Treat complainants fairly and with empathy, Triage reports and advise if they’re out of scope, Assign a lead officer, Contact you within 5 working days (or 1 day for serious cases), Carry out a risk assessment if needed, Agree next steps with you, Keep you updated (usually every 2 weeks) and Review actions at least every month
We may close cases when:
ASB did not happen or has stopped
All appropriate actions are completed
A more suitable agency is handling it
The complainant or witnesses don’t engage
Also if
You don’t provide needed information
There’s insufficient evidence
No further action is possible
The complaint is deemed maliciousWe will always try to contact you before closing a case. If we can’t reach you, you’ll receive a written explanation.
Freebridge Community Housing
Juniper House
Austin Street
King’s Lynn, Norfolk
PE30 1DZ
Telephone (Main): 03332 404 444
Email for ASB reports: [email protected]
Emergency (out of hours): call 03332 404 444 (this will divert to on call service)