Advice for customers

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What is anti-social behaviour? Back

Anti-social behaviour is defined as “behaviour by a person which causes, or is likely to cause, harassment, alarm or distress to one or more persons not of the same household as the person” (Antisocial Behaviour Act 2003 and Police Reform and Social Responsibility Act 2011).

Within social housing this is defined as “conduct capable of causing nuisance or annoyance to a person in relation to that person’s occupation of residential premises, or conduct capable of causing housing-related nuisance or annoyance to any person” (Anti-social Behaviour, Crime and Policing Act 2014).

But what does this mean?

The Trust believes that everyone has the right to enjoy their home and live peacefully alongside their neighbours. To make sure that this is possible each person must play their part. Anti-social behaviour includes a wide range of unacceptable behaviour that affect the quality of life for customers and others living or working in the community.

However, some behaviours are not defined as anti-social behaviour. For example not getting on with your neighbour, a dislike of each other or a lifestyle clash. There are some general lifestyle noises that we will be unlikely to help with such as a baby crying, vacuuming, door shutting, general TV noise etc.

Tackling anti-social behaviour

The Trust is committed to reducing anti-social behaviour and will take all reports of ASB seriously.

By working with our partner agencies and the local community we will take a stand against ASB, to move away from a situation where people tolerate problems, to one where everyone works together to tackle those problems, and improve their quality of life.  We will demonstrate by our actions that we will not tolerate anti-social behaviour, and will seek to achieve sustainable reductions in crime and disorder, tackle anti-social behaviour and build stronger cohesive communities.

Customer responsibilities

Customers are expected to take responsibility for their own actions and those of their family members and visitors, as outlined in their tenancy agreements.  This includes showing consideration for their neighbours and community, and respect other people’s rights and lifestyle.

Following low level incidents of anti-social behaviour we encourage customers, where appropriate, to discuss the incident with the person they consider to have caused the problem, to resolve the issue informally before it escalates.

Speaking to your neighbours face-to-face is probably the best way of helping them understand how the issues are impacting you. Nevertheless there may be times when you feel more comfortable writing them a friendly note because, for example:

  • You do not know your neighbours at all
  • You are not both about at the same time
  • You are concerned it may end up in an argument

If you are going to send your neighbour a friendly note, ensure:

  • Your note explains specifically what the problem is, for example, explain that you can hear their music at 1am when you are trying to sleep, and note that it is loud enough that you can hear all of the lyrics.
  • You offer a proposed solution in your note, for example, suggest that they reduce the volume by a third, or ask if they could use headphones after 10pm.

You may find it helpful to use our example of a friendly note to neighbour:

Where incidents cannot be resolved informally, we ask that customers work with the Trust, to ensure that incidents are dealt with effectively. By completing our report Anti-social behaviour form (link to form) you will be helping the Trust in assessing what actions may be necessary.

To assist the Trust in their assessment process we may contact you for further information and may invite you to an interview with a member of staff.

We will take any action deemed reasonable upon conclusion of our investigations, and in line with tenancy agreements, to help resolve these matters. 

Report anti-social behaviour

If you would like to inform the Trust of an incident of anti-social behaviour please complete our report anti-social behaviour form:

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