If you have reported ASB to us, we will aim to:
- Treat your case individually and tailor our approach to your needs
- Ensure that all residents are aware of their obligations, rights and responsibilities as set out in their tenancy or lease agreement
- Work in partnership with other organisations, such as the Police and Local Authorities to manage ASB
- Be proactive, wherever possible, to prevent or reduce ASB through our Community Involvement team
- Support victims and communities, and empower them to deal with ASB issues confidently and independently
- Take legal enforcement action, where appropriate and proportionate, to resolve the most serious cases of ASB
What is antisocial behaviour?
ASB is behaviour that affects another person’s quality of life in their community and/or their property in a negative way. This can include a wide range of behaviours from physical violence or threats to noise or bulk rubbish dumping.
What is not antisocial behaviour?
It is important that we are realistic when advising our customers of what we can and cannot do to assist them. There are day to day household activities that we will not consider ordinarily as ASB. These include:
- Lawful parking outside a neighbour’s property
- Boundary / fencing issues
- Customers’ use of parking spaces in non allocated car parks
- Groups of young people gathering who are not acting in an intimidating manner
- DIY undertaken during the day
- Cooking smells
- Babies or young children crying
- Children playing in external communal areas during reasonable hours
- Day to day household noise, such as doors banging, toilet use, talking, laughing and cleaning activities
- One-off parties or celebrations that do not breach statutory noise guidelines or are at reasonable times
In line with our victim centred approach we will always consider the impact of any activity on the victim on a case by case basis and will always offer advice to assist you in speaking reasonably to your neighbours about issues you may be concerned about.
What can you do about nuisance and antisocial behaviour?
In many cases, your neighbour may not be aware they are causing an issue and may be eager to work with you or change their behaviour. Our first course of action is to recommend you approach your neighbour to discuss the matter, if you feel safe and comfortable to do so. It is often the most effective and immediate way of resolving the problem and stops the matter escalating.
We are happy to advise you on how you could approach your neighbour or offer you a neighbourhood contact card if you would prefer not to speak face to face. These are small postcards which you can use to write a polite message to your neighbour about your concerns and post through their letterbox.
How can I report antisocial behaviour?
If the activity is of a criminal nature you should contact the police and obtain a crime reference number. In an emergency always contact the police by dialling 999 or, for non emergency situations, dial 101.
For noise related issues we recommend that you contact your Local Authority’s environmental health team.
If you do not feel comfortable contacting your neighbour or feel the issue is too severe to safely raise yourself, you can report ASB to us in a variety of ways:
Telephone us: 0300 500 6262
Email us: email@example.com
Use our text relay service: We operate a text relay service for our hard of hearing customers. For more information visit www.textrelay.org. To use the text relay service please dial Customer Services on 0300 500 6262.
What happens next?
When you contact us, we will undertake an initial assessment with you. This is a set of simple questions that will give us information about how the issue is affecting you and your family. We will also ask you to give us information about what you have experienced including:
- When the problem occurred
- Who was involved
- How many people were involved
- The date, time and duration of the incident
- If you have called the police or other local services
We will use this information to decide the severity of the incident. If it is assessed as high or medium risk, the Housing Services Officer will contact you within 24 working hours to discuss what happened. They will undertake a further assessment to decide what action will best support you with the situation. After this assessment we will ask you to agree an action plan. This will include details of actions you can take to resolve the problems and what we can do to support you.
For issues that fall into the standard risk category the Housing Services Officer will contact you within four working days to review the incident and offer you appropriate advice and support.
Once your Housing Services Officer has reviewed the initial assessment they may decide the issue reported is not considered to be ASB as it may be classed as nuisance or day to day household noise. They will contact you and offer you appropriate advice on how to deal with this matter and what to do if it gets worse.
Do we need to speak with the person causing the ASB?
In almost every case of ASB reported to us it is important that we speak to the person who is causing it. This is
to establish if they are responsible and offer them an opportunity to explain their actions. It is helpful if we are able to tell them the details of the incident but we can treat your report as anonymous when reasonable to do so.
If you do not wish us to discuss this matter with them, it will limit the action we can take. In extreme cases where there is a risk to life we may need to take action regardless of the wishes of the person reporting the issue.
Who else will be contacted?
We will contact any agency, such as the police, social services and the local authority, who may be able to assist us in managing an ASB issue. We will also contact any witnesses to find out what information they have and if they are prepared to make statements.
What support should you receive?
If you are finding the situation difficult to cope with or would just like someone independent to discuss the matter with, we will offer you referrals to services or information about how to access services that can give you advice, assistance or support.
This can range from debt advice to domestic violence and where possible we will look to find support tailored to your needs.
What action will we take regarding antisocial behaviour?
There is no one size fits all way of managing ASB and each case will be treated individually. We have a range of tools that we use to assist victims in managing ASB issues. Some examples of the type of action we will consider include:
- Letters to the perpetrators
- Mediation – to give all involved parties an opportunity to resolve the issue face to face in a safe environment
- Good Neighbour Agreements – an opportunity for both parties to set their own boundaries and requirements through a document they both sign and adhere to
- Acceptable Behaviour Agreements or parent contracts – an agreement between the police, the person committing ASB and us that lays out behaviours that are and are not acceptable
In cases where we have enough evidence to do so, or there is a risk to life, we may consider legal action. This may include:
- Possession of a property on the grounds of antisocial behaviour
- Injunctions or undertakings
- Legal action in conjunction with Local Authorities and the Police
This list is not exhaustive. It is important to be aware that ASB is often difficult to prove and in some cases it is not always possible to resolve the matter to the satisfaction of the individuals involved. For this reason it is extremely
important that all incidents and issues relating to a case of ASB are reported to us promptly and in detail.
How will you keep me informed of what’s going on?
Your Housing Services Officer will ask you how you would like to be contacted and how often you would like to be updated on the case and will accommodate this where possible. We will aim to keep you regularly updated on what is happening with your case.
We will consider closing a case when:
- There is no further action that can be taken
- No further action is required
- When the case has been resolved
We will always contact you to advise you of the reason the case is being closed.