We are here to provide a service and aim to:

• Be polite and courteous, open and honest and give realistic advice of what can and cannot be done
• Acknowledge your complaint in writing within 3 working days and at that time, provide contact details of a named officer and our reference number
• Try and see you in person, or at least make contact by other means, within 24 hours if you are at risk of physical harm or your property is at real risk
• In all cases speak with you and where necessary take a statement
• Keep your personal details in the strictest confidence and not disclose them to an alleged perpetrator during the course of our investigation (if we need to disclose your details we will ask you first).

  It should be noted that if court action is required, that we cannot guarantee that the perpetrator will not learn your identity (however we will always talk to you about such action before starting it)

• Keep in regular touch with you and update you on progress
• Agree with you appropriate support packages and make an automatic referral made to Victim Support
• If a Hate Crime is suspected, we will refer you to the Essex Police Hate Crime Unit within 5 working days (or sooner if urgent)