Reporting Antisocial Behaviour

Our approach to Anti-Social Behaviour (ASB)

We want people living in our properties and their neighbours to live safely and comfortably in their homes without fear, and to be treated with respect.

Everyone has the right to the quiet enjoyment of their home no matter where they live. We take seriously anything that might prevent you or your neighbours having the quiet enjoyment of your home due to antisocial behaviour (ASB). To report antisocial behaviour, please use the appropriate form. We take all reports seriously and ensure they are handled promptly and with care.

To read our policy on ASB, click here.

What is our definition of ASB?

At Nacro, we define anti-social behaviour (ASB) as:

• Conduct that has caused, or is likely to cause, harassment, alarm or distress to any person.
• Conduct capable of causing nuisance or annoyance to a person in relation to their occupation of residential premises.
• Conduct capable of causing housing-related nuisance or annoyance to any person.

ASB can take many forms and may include intimidation, harassment, violence, threats, excessive noise, criminal activity, drug dealing, hate-related incidents, damage to property, nuisance behaviour and other actions that negatively affect the safety, wellbeing or peaceful enjoyment of a home or community.

Nacro believes everyone has the right to live safely and peacefully in their home. We are committed to preventing, investigating and resolving anti-social behaviour in a timely, victim-centred and proportionate way.

What is not Anti-Social Behaviour (ASB)?

Not all reports of nuisance, disagreement or lifestyle differences amount to anti-social behaviour.

Nacro will assess each report on its individual circumstances and consider the impact on those affected, but the following are generally not considered ASB unless there is evidence of deliberate, persistent or unreasonable behaviour:

• One-off incidents of minor neighbour disputes.
  • Everyday household living noise, such as:
    • Children playing.
    • Footsteps, doors closing or household appliances being used at reasonable times.
    • Occasional social gatherings.

• Differences in lifestyle, culture or personal preference where no harassment, intimidation or nuisance is caused.
• General complaints about people who are perceived as different because of age, disability, ethnicity, religion, gender identity or other protected characteristics.
• Residents carrying out normal domestic activities within their homes.
• Minor disagreements between neighbours regarding matters such as parking, boundaries or personal relationships, where no threatening, abusive or persistent behaviour is evident.
• Anonymous allegations where there is insufficient evidence to support the report.
• Incidents that are solely criminal matters and are more appropriately dealt with by the police, unless there is an ongoing housing-related impact.
• Reports that arise from a resident’s vulnerability, medical condition or disability, where support and safeguarding interventions may be more appropriate than enforcement action.

Where reports do not meet the threshold for ASB, Nacro will seek to provide advice, signpost residents to appropriate support services, mediation or other agencies, and help resolve issues wherever possible.

Examples of behaviour that would not normally be treated as ASB:

• Babies crying.
• People walking around their home.
• Lawful use of communal areas.
• Children playing in designated areas.
• Occasional DIY during reasonable daytime hours.
• Neighbours not getting along or personality clashes.
• Cooking smells and other normal household odours.

Nacro recognises that people’s tolerance levels differ, and therefore each report will be considered fairly, proportionately and in line with the organisation’s ASB Policy, tenancy agreements and legal responsibilities.

Reporting anti-social behaviour (ASB)

We encourage residents, neighbours, staff, contractors and members of the community to report anti-social behaviour so that we can work together to resolve concerns and prevent problems from escalating.

You can report ASB by:

• Speaking to your housing management worker, or support worker.
• Visiting a Nacro office or speaking to a member of staff during a scheduled visit.
• Contacting Nacro’s main office.
• Reporting online through the Nacro website.

We take all reports seriously and will:

• Assess the impact and risk of the behaviour reported.
• Agree an action plan with you.
• Keep you informed of progress.
• Work with relevant agencies where necessary.

For emergency situations involving violence, threats of violence, domestic abuse or hate-related behaviour, we aim to respond within one working day and wherever possible on the same day.

Hate incidents and hate crime

Nacro has a zero-tolerance approach to hate crime and hate-related behaviour.

Hate crime is any offence committed against a person or property that is motivated by hostility, prejudice or hatred towards someone because of a protected characteristic or perceived difference.

We will:

• Support anyone experiencing hate incidents or hate crime.
• Encourage reporting to the police and appropriate agencies.
• Work closely with partner organisations to investigate and address concerns.
• Take proportionate action against those responsible.

If you believe you have experienced a hate crime, you should report it to the police immediately and also let Nacro know so we can provide support.

Safety of Shared Spaces

Everyone has the right to enjoy communal and shared spaces safely. We expect occupants, visitors and members of the community to act respectfully and responsibly.

Behaviour that threatens the safety or enjoyment of shared areas may be considered anti-social behaviour and could result in investigation or enforcement action. This includes:

• Intimidation or harassment.
• Violence or threats.
• Drug-related activity.
• Damage to property.
• Graffiti or vandalism.
• Nuisance behaviour affecting other residents.

We work proactively with residents and partner agencies to create safe, inclusive and welcoming communities.

Data Protection and Confidentiality

Nacro understands the importance of handling personal information responsibly.

All ASB cases are managed in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and Nacro’s confidentiality requirements.

We will:

• Treat reports sensitively and confidentially.
• Only collect and share information that is relevant and necessary.
• Record decisions about information sharing.
• Share information with appropriate agencies only where there is a lawful basis to do so.

Information may be shared without consent where necessary to safeguard someone from harm, prevent crime, comply with legal obligations or support a multi-agency response.

Prevention and Early Intervention

Preventing anti-social behaviour is a key priority for Nacro. We believe that early intervention is often the most effective way to stop problems becoming more serious.

Our approach includes:

• Promoting good neighbour relationships.
• Setting clear expectations through occupancy agreements.
• Challenging unacceptable behaviour at an early stage.
• Supporting positive behaviour change and resilience.
• Engaging with local communities and partner agencies.

Where appropriate, we may use mediation, support plans, signposting and other early intervention tools to resolve issues quickly and fairly.

Providing support

We recognise that anti-social behaviour can have a significant impact on people’s wellbeing, safety and quality of life.

We are committed to supporting those affected by ASB throughout the lifecycle of a case.

This may include:

• Completing risk and impact assessments.
• Developing safety plans.
• Providing regular updates and a named point of contact.
• Referring individuals to specialist support services.
• Working with safeguarding agencies where vulnerabilities are identified.
• Supporting witnesses and those involved in legal action where required.

Our aim is to help people remain safe in their homes and communities wherever possible.

Partnership working

Nacro recognises that effective partnership working is essential to tackling anti-social behaviour.

Many ASB issues require a coordinated response involving several organisations.

We may work with:

• Local authorities.
• Probation services.
• Safeguarding teams.
• Health and social care services.
• Community organisations and support providers.

Through lawful information sharing and joint working, we seek to protect victims, reduce harm and achieve positive outcomes for individuals and communities.

Enforcement

Where prevention and early intervention have not resolved the issue, or where behaviour is serious, persistent or high risk, Nacro may consider formal enforcement action.

Any enforcement action will be:

• Evidence-based.
• Legally compliant.
• Considerate of safeguarding, equality and human rights obligations.

Depending on the circumstances, enforcement options may include injunctions, tenancy or licence enforcement, possession action, or supporting partner agencies using wider ASB powers.

Anti-Social Behaviour Case Review

If you have repeatedly reported anti-social behaviour and feel that your concerns have not been addressed, you may have the right to request an Anti-Social Behaviour Case Review, sometimes referred to as the Community Trigger.

An ASB Case Review is a statutory multi-agency process that allows agencies to review how reports have been handled and consider whether further action is needed. It is separate from Nacro’s complaints process.

Nacro will:

• Inform individuals about their right to request a review.
• Provide support to access the process where needed.
• Participate fully in multi-agency reviews.
• Contribute information and actions in line with legal requirements.

Reporting anti-social behaviour frequently asked questions

What is anti-social behaviour (ASB)?

Anti-social behaviour is behaviour that causes harassment, alarm, distress or nuisance to other people. This can include threats, harassment, excessive noise, vandalism or drug-related activity.

How do I report anti-social behaviour?

You can report anti-social behaviour to your Housing Officer or Support Worker. If someone is in immediate danger or a crime is happening, call 999.

What information should I include when reporting anti-social behaviour?

Include what happened, when and where it happened, who was involved and any evidence you may have. The more information you provide, the easier it is for us to investigate.

Can I report anti-social behaviour anonymously?

Yes, you can report anti-social behaviour anonymously. However, this may limit our ability to investigate or update you on the outcome.

What happens after I report anti-social behaviour?

We will assess your report, investigate the concerns and agree any necessary action. We will keep you informed of progress where possible.

How long does it take to resolve an anti-social behaviour case?

The time needed will depend on the circumstances of the case. More serious incidents may be dealt with more quickly, while complex cases can take longer.

What is not considered anti-social behaviour?

Not all disagreements or everyday noise are considered anti-social behaviour. Each report is assessed individually based on the circumstances.

Will my information be kept confidential?

Yes, we will handle your information confidentially and in line with data protection laws. Information will only be shared where necessary to investigate concerns or protect people’s safety.

What is a hate incident?

A hate incident is behaviour that is perceived to be motivated by prejudice or hostility towards a protected characteristic, such as race, religion, disability, sexual orientation or gender identity.

What is a hate crime?

A hate crime is a criminal offence motivated by prejudice or hostility towards a protected characteristic. We take all reports of hate crime seriously.

What should I do if I experience a hate incident or hate crime?

Report it to Nacro as soon as possible. If a crime has been committed or someone is at immediate risk, contact the police straight away.

Can Nacro take action against anti-social behaviour?

Yes, we can take action where there is evidence of anti-social behaviour. The action taken will depend on the circumstances and severity of the case.

Do I need to keep a record of incidents?

Yes, we may ask you to keep a record of incidents. This can help us understand what is happening and support any action that may be required.

What support is available if anti-social behaviour is affecting me?

We can provide advice, practical support and referrals to specialist services where needed. We will work with you to help keep you safe and supported.

What is an Anti-Social Behaviour Case Review?

An Anti-Social Behaviour Case Review allows you to request a review if you feel reports of anti-social behaviour have not been addressed effectively. Relevant agencies will review the case and decide whether further action is required.

How can I help prevent anti-social behaviour in my community?

Treating others with respect, reporting concerns early and looking after shared spaces can help create a safer community for everyone.

Who can I contact if I need advice about anti-social behaviour?

You can contact your Housing Officer or Support Worker for advice and support. They can discuss your concerns and explain the options available.

Who should I contact in an emergency?

Call 999 if someone is in immediate danger or a crime is taking place. For non-emergency police matters, call 101.