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Answer:

Data Controller and purpose

The information you provide will be used by the London Borough of Tower Hamlets’ contact centre service, to process your telephone interactions. London Borough of Tower Hamlets is the data controller and Wavenet is the data processor for telephone calls.

We process your data in accordance with the General Data Protection Regulation (GDPR) and if you have any concerns the council’s Data Protection Officer can be contacted on DPO@towerhamlets.gov.uk.

Condition for processing personal data

It is necessary for us to process your personal data under the GDPR article 6(1)(a) consent.

A delay in you providing the information requested may result in a delay in providing appropriate services.

How long do we keep your information?

We will only hold your information for as long as is required by law and to provide you with the necessary services. Telephone call recordings are retained for 12 months and then the recording is automatically deleted. In order to maintain privacy and confidentiality, the Corporate Contact Centre does not hold conference calls (e.g. talk to a customer and a 3rd party at the same time).

We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this for statistical analysis of data to allow the council to effectively target and plan the provision of services. 

Information sharing

Your personal information may be shared with internal departments or with external partners and agencies involved in delivering services on our behalf. This may include Council tax, Benefits, Parking and other Council departments.

The council has a duty to protect public funds and may use personal information and data-matching techniques to detect and prevent fraud, and ensure public money is targeted and spent in the most appropriate and cost-effective way. Information may be shared with internal services and external bodies like the Audit Commission, Department for Work and Pensions, other local authorities, HM Revenue and Customs, and the Police.

This activity is carried out under social protection law.

We have a duty to improve the health of the population we serve. To help with this, we use data and information from a range of sources including hospitals to understand more about the nature and causes of disease and ill-health in the area. This data would normally be anonymised and never used to make decisions on a specific individual or family.

The service will process some of the data by computer and may therefore make automated decisions on your case. You can ask for this to be explained to you, please see the ‘your rights’.

Your Rights

You can find out more about your rights on our data protection page and this includes details of your rights about automated decisions, such as the ranking of Housing Applications, and how to complain to the Information Commissioner.

Answer:

Anti-social behaviour (ASB) covers a broad range of issues. It's behaviour that causes nuisance, harassment, alarm and distress to individuals and the community. 

Together with our partners we can support you with ASB from:

Drug and alcohol abuse 

This includes irresponsible drinking and drug-related litter such as needles and alcohol cans.

Threatening or abusive behaviour

This is verbal abuse or threatening behaviour that causes nuisance, harassment, alarm or distress.
The behaviour can be deliberate or not.

Vandalism

 This is when someone has damaged or destroyed public or private property on purpose.

Aggressive and persistent begging

This is begging that makes people feel intimidated or hassled to give money.

Encampments

These are tents or temporary shelters put up by individuals and/or groups. If this causes nuisance, alarm and/or distress to other people it can be anti-social behaviour.

Please note that rough sleeping alone is not considered ASB. Visit the helping the homeless page to get more information on how to support a person who is homeless.

Related to the sex industry

This includes soliciting, brothels, kerb crawling, and those involved in selling sex that causes ASB (e.g. condom littering, screaming or fighting)

Public urination or defecation

This is someone going to the toilet in a public or communal place.

Vehicle related ASB 

This can be nuisance behaviour inside or around a vehicle(s).

Noise nuisance (non-statutory)

This is unreasonable noise that causes nuisance, alarm and distress. 

It can be from:

  • unreasonable/avoidable domestic noise
  • intentional noise like shouting, arguing, swearing or playing music

What non-statutory noise nuisance can the council deal with?

We can only deal with complaints within:

  • privately rented properties
  • privately owned properties
  • parks and open spaces

What about in social housing or housing association properties?

Please send complaints directly to the organisations in charge.

Answer:

It is important that you report anti-social behaviour as it happens to the police. You can do so in three ways:

  1. Call 101: for ASB, including drug dealing (if drug dealing is happening outside of a school or playground, call 999)
  2. Call 999: only in an emergency, if there is a crime occurring, someone is injured, being threatened or threat to life 
  3. Report online via the Metropolitan Police Report ASB page.
Answer:

Council tenants can call to report live incidents on 020 7364 2332, and our teams will work to dispatch Tower Hamlets Enforcement Officers when appropriate.

For incidents that have already occurred, please complete the antisocial behaviour report form.

If you would like to report a crime, then please call 101 or 999 if it is an emergency. 

Answer:

The dealing of drugs is a serious criminal offence and needs to be reported to the police in the first instance. You can report this to the police by:

  1. calling 101 (unless it is taking place outside a school, in which case call 999)
  2. contacting your local police team 
  3. reporting anonymously to Crimestoppers online or call 0800  555 111

Where appropriate, the council works with police and other partners to deal with the range of ASB issues related to the misuse of drugs. However, the police are the main partner for drug-related issues.

If you report is a drugs-related issue to the council, we will refer it directly to Tower Hamlets Police who are responsible for responding to you.

Answer:

We can take action on excessive levels of noise considered to be a statutory noise nuisance, but you must be aware that we need to monitor the noise complained of from within your premises (if such action is to be considered). You can report incidents of noise via the noise pollution page.

Answer:

Dumping of rubbish can be classed as anti-social behaviour and we have a dedicated team who deals with these matters:

  1. for dumped rubbish on estates or by neighbours, contact your housing provider
  2. for dumped rubbish in the street, complete our online form for report waste and street cleaning.
Answer:

We have a team that deals with this sort of vandalism and reports can be made via our graffiti page.

Answer:

We work closely with the police and other partners to prevent all forms of hate crime. We encourage victims or witnesses of hate crime to report it immediately to the police. Hate Crime is any criminal offence or incidents where the victim has been targeted because of their:

  1. disability
  2. race or ethnic identity
  3. religion or belief
  4. gender or gender identity
  5. sexual orientation
  6. age
  7. immigration status or nationality
  8. or any other perceived aspect of their identity.

To report a hate crime:

  1. Call 999: in an emergency, if there is a crime occurring, someone is injured, being threatened or threat to life 
  2. Call 101: if it is a non-emergency and the crime has occurred
  3. Visit our hate crime page for more information and how to get support.
Answer:
Antisocial use of a vehicle, such as street racing, street cruising or off-road use is more than a matter of noise pollution – though this can be the most noticeable problem. Find out more about the different kinds of vehicle nuisance, their long-term effect on a neighbourhood and how you can report it by visiting the Metropolitan Police's website.
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