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Hate Incident Policy and Procedure

Author Claire Tyrrell
Scope Service Delivery Policy
Purpose Hate Incident Policy & Process
Approval Claire Tyrrell
Review Every two years

Revision History

Version Date Author Description of change
V4  01.01.2023 Andrea Worrall Change to reflect transfer from Northwards Housing to MCC Housing Services.
V2 12.08.2025 Claire Tyrrel Reviewed and updated

 

1. Introduction

Manchester City Council Housing Services believes that it is the right of every individual to be treated with respect and dignity, and to live in an environment free from harassment, hatred and abuse.

We recognise racist and other hate incidents as serious problems which can threaten the safety, stability and sustainability of communities and which are detrimental to the physical and mental well-being of victims and their families.

As such, Housing Services takes a zero tolerance approach to all forms of hate crime or incident.

This document sets out a policy to ensure that hate incidents are dealt with effectively, efficiently and with due regard to the serious nature of such incidents.

 

2. Purpose of the Policy

The aim of this policy is to reduce harassment, victimisation and crime motivated by a hatred or intolerance in respect to a person’s:

  • Disability
  • Race
  • Religion/Belief
  • Sexual orientation
  • Gender identity
  • Alternative Subculture

(Alternative subculture is a broad term to define a strong sense of collective identity and a set of group-specific values and tastes. This typically centres on distinctive style, clothing, make up, body art and music preference. Groups typically under the „alternative‟ umbrella include Goths, EMOs, Punks and Metallers, however this list is not exhaustive(

Housing Services also endeavours to support all victims of hate incidents with sensitivity and respect, while at the same time showing a firm commitment to taking full and effective action against perpetrators.

In so doing Housing Services wishes to help create neighbourhoods which are safe and where people choose to live.

This policy applies to all residents and employees of Housing Services and should be read in conjunction with the Antisocial Behaviour Policy.


3. Hate Incident / Hate Crime

Hate Crime

“Any criminal offence which is perceived by the victim or any other person to be motivated by hostility or prejudice based on a person’s race, disability religion or belief, sexual orientation, transgender identity or alternative subculture identity”

For an incident to be classified as a hate crime it must be something which could constitute a criminal offence, for example:

  • Assault
  • Criminal Damage
  • Public Order Offence
  • Harassment


Hate Incident

“Any non-crime incident which is perceived by the victim or any other person to be motivated by hostility or prejudice based on a person’s: race, disability religion or belief, sexual orientation, transgender identity or alternative subculture identity”

The term “hate incident‟ includes crimes but it is not confined to criminal offences, for example:

  • Verbal abuse and threats
  • Bullying
  • Threatening or abusive behaviour (including spitting)
  • Offensive jokes or comments
  • Incitement (for example stirring up hatred, for instance by putting up stickers or posting leaflets)
  • Offensive graffiti and fly posting (for example of a racist or homophobic nature)
  • Ridiculing differences (for example language, dress, food, music) Whether a reported incident is treated as a hate incident depends on the perception of the individual. In certain circumstances these actions could constitute criminal offences.

Decisions about whether an incident should be dealt with as a criminal matter will be taken in the light of the specific circumstances of the case, where appropriate in conjunction with the police.

In deciding whether to treat something as a hate incident, it is the behaviour and its impact on the recipient, and not the intention of the perpetrator, that is important.


4. Policy Statement

Housing Services is determined to play a full and effective role in tackling the harmful effects of all forms of hate incident. This will include receiving and responding to reports of incidents from our customers, or in relation to our customers.

Housing Services also responds to claims made by other members of the public as part of its role as a Third Party Reporting Centre. This means that all members of the local community can use our organisation to report hate incidents. We can offer guidance to the victim or person reporting the incident, refer to other agencies and bring incidents to the attention of the Manchester Crime & Community Safety Partnership, as well as Greater Manchester Police.

Housing Services will work hard to eliminate hate incidents in our locality. We take all hate incidents seriously and will record and investigate all incidents equally, fairly and sensitively. If the victim wishes to speak to a member of staff with whom they have an existing relationship (for example a Housing Officer) or wants a member of staff of for example the same sex or racial background, this will be accommodated as far as is possible.

If the victim feels an incident is motivated by hate then it will be recorded as such. This does not necessarily mean that it was the perpetrator’s intention, and in some cases after investigation it may be found that it was not a hate incident. However, by applying the definition and carrying out an investigation Housing Services will ensure that any intent is fully considered.

All reports will be recorded and investigated. This allows Housing Services to ensure that all information received no matter how small is acted upon. In cases where no further action is appropriate or possible, Housing Services will still collate data and feed data into the True Vision online hate incident reporting service. This will assist in pro-actively identifying locations where hate incidents are taking place, both locally and nationally.

Housing Services will ensure that the confidentiality of all parties is respected and maintained throughout the investigation. We will consider a range of appropriate actions and solutions; however no action will be taken without the consent of the victim.


How we can help prevent hate incidents

Housing Services recognises that prevention is the best approach to tackling Hate Incidents. As such, we may take the following steps, amongst others, to reduce the possibility of hate incidents occurring.

  • We will work closely with residents and local community groups to promote and encourage diverse communities that are cohesive, safe and desirable places to live
  • We will publish articles through our website, social media and local press, to publicise positive steps that have been taken
  • We will deal with all reported incidents quickly and effectively to help prevent any further or more serious incidents
  • We will arrange for additional security works or measures to be put in place to increase safety and provide further peace of mind


Support & Action

  • We will offer to put victims in touch with voluntary, community or other support groups, such as Victim Support
  • We will discuss the legal and other options available
  • We will provide regular updates to the victim on action being taken
  • We will monitor and review the case
  • We will provide practical support, for example, target hardening of the victim’s home
  • We will provide victims and witnesses with the means to keep an account of events
  • We will interview alleged perpetrators (with parents if they are minors) to discuss the allegations and explain possible consequences
  • We will issue verbal warnings and send warning letters
  • We can pursue legal remedies such as Civil injunctions or possession proceedings
  • We will work with the police, by sharing information with them to help pursue criminal action


Housing Services also recognises the importance of equipping its workforce

to respond appropriately to all hate incidents and to understand its effects on individuals. It is committed to the implementation and maintenance of a comprehensive training programme to ensure victims and witnesses are consistently treated with sensitivity, understanding, dignity and respect.


5. Procedure

The following procedure outlines how Housing Services will respond to incidents reported by our tenants.

Once a report has been received from a Housing Services Tenant:

  • Violence or threat of violence – meeting offered within one working day
  • Others – meeting offered within three working days
  • We will meet the complainant in a mutually convenient place; this could be at one of our offices, in the complainant’s home, or somewhere else
  • We will make any appropriate arrangements before the meeting. This includes use of interpretation facilities, same sex officer, etc
  • Removal of any graffiti within one working day. This is carried out at no cost to the complainant


Working with the complainant we will:

  • Develop an Action Plan that the complainant agrees with
  • Give complainants a named contact with responsibility for their case and provide them with the direct office number
  • Keep the complainant informed of progress in cases of ongoing action (unless it has been clearly recorded and communicated to the complainant as being taken over by another agency)
  • Support the complainant throughout the process, or helping them to access support from another agency
  • Arrange for any repairs necessary to the complainant’s home
  • Complete a True Vision online incident form to ensure incidents can be monitored locally and nationally
  • Managers will review the actions taken in the first week, at week four to six and then at week eight to ten.

Our approach is to take swift and effective action against perpetrators and enable victims to remain in their own home by offering additional help and support. We do not tolerate people being driven out of their homes; and will not as a general rule seek to resolve the problem by rehousing the victim.

Listed below are some of the measures we will consider to support victims in their home:

a) High priority to repairs and graffiti removal

b) Target hardening of property (eg windows and door locks, door viewer and chain, additional lighting, ring doorbells and a fire proof letter box to prevent arson attack

c) Work with other agencies, such as the police

d) Regular contact from our staff

 

Re-housing

We will only look at rehousing the complainant as a last resort and when other options have been assessed and deemed inappropriate. Our policy is to take appropriate action against the perpetrator and to support the complainant in their own home; rather than moving the complainant.

There will occasionally be situations when, despite these efforts, it is not possible for the complainant to remain in their home due to the seriousness of the threat posed to them. In this situation, we will take on board advice from the police on whether alternative housing should be offered, either temporarily or permanently. This will be done on a discretionary and case-by-case basis.


Legal Action

  • Legal action may be taken by the police, by the complainant under private prosecution with Housing Services’ help or by Housing Services under breach of the tenancy conditions or the Housing Act 1988. Action may also be taken under the Antisocial Behaviour, Crime and Policing Act 2014 or any other relevant statute.
  • Action taken by Housing Services could include a Civil injunction or possession proceedings.

 

Multi-Agency Working

Housing Services adopts a multi-agency approach to maximise the impact of policies to support victims and deal with offenders. We are committed to active participation in developing working relationships with community representatives and other partner agencies, and to continuous improvements in strategies for combating hate incidents.

We are a third party reporting centre for hate crime.


Performance Standards

Housing Services recognises the importance of monitoring and reviewing our approach and therefore make the following commitments:

  • To respond to complaints involving violence or actual violence within one working day
  • To respond to all other complaints within three working days
  • Meet the complainant in a mutually convenient place; this could be at the housing office, in the complainant’s home, or somewhere else
  • To draw up an Action Plan with the complainant
  • To take timely and appropriate action in conjunction with the police and other relevant agencies
  • To provide complainants with timely and appropriate support and information throughout
  • To ensure that interpreting and translation and other forms of assistance are provided as required
  • To enforce the tenancy agreement where the alleged perpetrator is a tenant of Housing Services
  • To work in conjunction with other landlords where the alleged perpetrator is their tenant
  • To ensure that cases are monitored and the effectiveness of actions taken is reviewed regularly
  • To remove offensive graffiti within 1 working day
  • To monitor and review customer satisfaction and report this to the Housing Advisory Board alongside ASB statistics
  • Where appropriate to publicise information where we have taken successful action.

 

6. Responsibility

Housing Services expects every member of staff to accept responsibility for their own part in making this policy work effectively, including the duty to report all racist and/or other hate incidents coming to their notice.

The senior management team are responsible for ensuring that there is proper staff awareness of the policy, and that policy and procedures are followed in full.

The Head of ASB & Safeguarding has strategic responsibility for antisocial behaviour and hate crime issues (including linking into and supporting multi-agency partnership and problem-solving arrangements).

The Community Safety Manager has day-to-day responsibility for overseeing individual cases and making sure that these are regularly reviewed, appropriately progressed and escalated internally or with partner agencies where necessary.

We take regular reports to the Housing Advisory Board on our hate crime and incident response during the year.


7. References

  • Antisocial Behaviour Crime and Policing Act 2014
  • Crime & Disorder Act 1998
  • Criminal Justice Act 2003
  • Equality Act 2010
  • Housing Act 1996
  • Housing Act 2004
  • Protection from Harassment Act 1997
  • Data Protection Act 2018 & General Data Protection Regulations


8. Linked documents

  • Manchester Community Safety Strategy
  • Manchester City Council Allocation Policy
  • Manchester City Council Tenancy Agreement
  • Manchester City Council Antisocial behaviour policy
  • Manchester City Council Equality & Diversity Policy


Further Information

Further information on hate incidents and how to report them can be found on the

True Vision Website


9. Review process

This policy will be reviewed every two years, or in line with any relevant legislative changes, revised guidance or learning from reviews if sooner.