Tenants and antisocial behaviour

We believe that everyone has the right to live in a safe environment that allows them to enjoy their home and community.

Antisocial behaviour and hate crime can be a destructive force within communities. However, we must recognise that not all reports we receive can be classed as antisocial behaviour.

We expect you (our tenants), any members of your family, and any visitors you have show consideration and toleration for your neighbours and wider community.

We also believe that good neighbours should communicate with one another, and understand that different lifestyles can have an effect on others.

We expect you to try and resolve any issues before you make a report, where possible. We have put together a guide for tenants called Living Well Together to empower you to do this.

Things that are not normally considered to be antisocial behaviour

The following list details examples of issues which may cause upset - or disturb people - but will not be dealt with according to our Antisocial Behaviour Policy:

• babies crying
• children playing (including ball games)
• cooking smells
• doors and drawers being shut
• everyday behaviour occurring at unusual times, due to work patterns (for example, dishwashers, vacuum cleaners, tumble dryers, washing machines, other household appliances)
• nuisance caused by pets
• footfalls (people walking on floors or upstairs)
• flushing toilets and running water
• light switches being turned on and off 
• loud talking or laughing
• noise transference due to poor sound insulation
• one-off or isolated incidents (for example, a party, or an argument)
• people doing DIY (at appropriate times)
• parking disputes (including parking across driveways)
• civil disputes such as boundary issues

What we expect from you

1. Speak to your neighbour about the problem
2. Plan what you are going to say before you see your neighbour
3. Listen to your neighbour. They will be more likely to do the same in return
4. Avoid shouting, or using abusive or threatening language
5. Consider leaving your neighbour a politely worded letter about the nuisance or issue

How we manage antisocial behaviour

In most cases, we will contact you within five working days of receiving your complaint.

If the incident is more serious, we will contact you within one working day.

Where your report is dealt with via our Antisocial Behaviour Policy, we will agree on an action plan with you. We will also complete a vulnerability assessment, to make sure that the appropriate support is in place.

Where relevant, we might signpost or refer you to other agencies, for additional support. We will also agree a timescale for providing updates, while your case is being investigated.

We take all reports of antisocial behaviour seriously. However, we also expect residents to take reasonable steps to resolve issues with your neighbours yourselves, where possible. We may refer you to mediation services, to help support an early and constructive resolution.

We are not responsible for the behaviour of our tenants. However, we will use a range of tools and interventions that are available to us to encourage a change in behaviour. This might include options around tenancy agreements, or more robust enforcement options.

We are part of the Western Suffolk Community Safety Partnership (WSCSP). This is a collection of organisations, including Suffolk Police, the NHS, Suffolk Fire and Rescue Service, and probation services. Our aim is to work together to reduce crime and disorder.

Report antisocial behaviour

You can report antisocial behaviour via our online form:

Report antisocial behaviour

If you would like to discuss antisocial behaviour, please call us on 0300 1234000 and ask for a call back from your Community Housing Officer.

If you have been assaulted, threatened, or are the victim of a hate crime, tell the police immediately and then contact us afterward. Contact the police by dialling 101 or report antisocial behaviour to the police online.

If you are worried about the welfare of an adult or child:

• Make a safeguarding referral about an adult
• Make a safeguarding referral about a child

If you are reporting tenancy fraud, please complete our Report Tenancy Fraud Online form instead.

Mediation

Mediation is free, and it's a great way to resolve neighbour disputes without the need to go to court.

Mediation helps you and your neighbour work towards reaching an agreement. It is a voluntary process, but choosing to take part can often help to resolve the problem. We will always look to explore mediation at an early stage, where appropriate.

Mediation:

• allows you to reach a mutually acceptable solution
• is confidential
• is informal
• aims for a win/win situation
• lets you decide what happens
• offers you support when you are dealing with a dispute

How does mediation work?

Mediation can be arranged with or without face-to-face meetings between both parties. The mediator will work with you all to:

• support better communication
• help you all understand each other's concerns
• jointly explore solutions to resolve the dispute

Mediation can also be offered to one party only (if the other party does not wish to take part).

Mediation cannot be used if there has been a serious act of violence, or a criminal act.

Where mediation takes part with both parties, the mediator's role is to arrange a meeting on neutral ground. They will encourage each person to:

1.  Talk freely
2.  Explain their point of view
3.  Find common ground
4. Come up with an agreement, and a way to move forward

In some cases - where this is not possible - the mediator can act as a go-between. They will pass messages between each party until you reach an acceptable solution.

The mediator is independent and impartial and cannot take sides. Their role is to encourage both parties to work together towards a solution that everyone can be satisfied with, helping to prevent the situation from escalating.

If you would like to participate in mediation, please contact us. Alternatively, you can self-refer for mediation services online.

Read our Antisocial Behaviour Policy to learn more about how we deal with antisocial behaviour.

If you are not happy with how your case has been dealt with

After we have closed an antisocial behaviour case, you will be contacted by an independent third party to find out whether you were happy with the service we provided.

We encourage you to be as open and honest as you can be, so that we can make positive changes to our service.

If you are still unhappy, you can make a complaint.

If you think that your case could have been handled differently, there is another way to have it reviewed. Under the Anti‑social Behaviour, Crime and Policing Act (2014), victims have the right to request a review (known as an ‘ASB Case Review’) of how their case has been managed.

If you are unhappy with the response to your case - and the eligibility criteria are met - you can request an ASB Case Review (previously known as the ‘Community Trigger’).

What is an ASB Case Review?

An ASK Case Review is designed to give victims of antisocial behaviour the right to request a review of how their case has been handled.

If you request a review, relevant agencies will come together to take a joined-up and problem-solving approach, and make sure that all appropriate actions have been considered and taken.

Request an ASB Case Review

If you decide to request an ASB Case Review, you will need to give the following details:

• Dates of each time you’ve complained
• Details of where you complained (name, organisation and/or incident reference number)
• Information about the antisocial behaviour and its impact on you