Report ASB, noise nuisance or a neighbourhood management issue

You can report anonymously. We would never share your details with the neighbour you reported unless you requested this and were happy for us to do so.

We would prefer you to give your contact details as we may need more information. This could help us prove the issue and carry out the correct action.

By providing your details, you can receive regular progress updates. We can also contact you to agree an action plan to help solve any issues.

In some cases, there may be safeguarding issues. We may have to inform colleagues or the emergency services if we think you are in danger.

We take your reports of anti-social behaviour and noise nuisance seriously, which is why we follow this set of commitments:

• We acknowledge reports of anti-social behaviour and noise nuisance within one working day
• We prioritise reports of anti-social behaviour and noise nuisance based on risk to customers. We carry out a risk assessment by asking questions on the impact it has had to you and the ongoing issues it causes
• We make sure to take steps to support anyone experiencing anti-social behaviour or noise nuisance

Personal: One working day. If you have been deliberately targeted. Examples include arson, gun and knife crime, hate crimes, domestic abuse, verbal abuse, harassment, and assault.

Nuisance: Three working days. If it affects more than one household. Examples include drug use and dealing, group disorder, underage drinking, and some types of noise.

Environmental: Ten working days. If the behaviour affects the environment around you. Examples include fly-tipping, neglected gardens, pet issues, and unsanitary conditions.

We then agree an action plan with you once we have assessed your case and keep you up to date in a way that suits you. The action plan will have agreed timescales of when we expect to solve the issue.

We investigate using the appropriate legal powers available to us to help tackle issues.

We make sure Home Group colleagues are trained so the service you receive is the best it can be.

We look to prevent issues from happening in the future.

We are committed to trying to resolve ASB cases. However, not all cases can be closed in the way you wish.

In some cases, long running disputes may not come to a resolution due to:

• us being unable to gather clear evidence to take further action
• the incident is not considered ASB or noise nuisance
• we have not been able to prove a breach of the law relating to ASB
• there has been no breach of the tenancy agreement
• the parties involved, such as the complainant or alleged perpetrator, will not engage or communicate with us to resolve the issue

We can close an ASB case when there is no further action we can take, and/or the people involved are unwilling to engage with us.

We consider all options and reasonable steps to resolve the case before closing it. We will also give you clear reasons for case closure. We will confirm closure in writing by letter, or by your preferred contact method.
 
After your case is closed, we will also send you a satisfaction survey. This is to help us improve and understand your experience of reporting ASB to us. We really appreciate hearing from our customers so we can help to make your communities safer. You can also give feedback over the phone about the survey. This will be shared with colleagues who managed your case. 

If you’re still not satisfied with the way your ASB report was handled, then you can make a complaint. 

The Anti-Social Behaviour, Crime and Policing Act 2014 introduced specific measures to improve the way agencies work together to tackle anti-social behaviour. These include ways of giving victims a greater say in how issues are dealt with. The anti-social behaviour (ASB) case review (formerly known as the Community Trigger) gives victims of anti-social behaviour or hate crimes the right to request a review if they are not satisfied with how their case has been handled.

If you (or others) have reported an incident three or more times within six months, you can ask for an anti-social behaviour case review through your local council.

This brings agencies together to investigate how your case was handled. The aim is to stop issues from escalating and fix the problem.

If your review request is accepted, the process usually takes up to 28 days from the date of acceptance. In some circumstances the process may take longer, and you will be kept informed by the local authority of this.

A request can be declined if it does not meet the above threshold, is prejudicial, malicious, or unreasonable.