We know that living next to anti-social behaviour can be really stressful. When you come to us, we take it seriously. Here’s exactly what you can expect from us, step by step.

Step 1 - We log your report straight away

As soon as we receive your report, we record it and a member of our team will be in touch with you within 3 working days. We will listen carefully to what you have experienced, ask what you are hoping for, and be honest with you about what we can and cannot do. We will then agree an Action Plan with you — written down and sent to you — so you always know what is happening and what comes next.

Step 2 - We look into it

We will look into your complaint fairly and without taking sides. We prefer to meet you face to face where we can, so we can really understand what you are going through. We will also check whether there is any extra support that might help you, and if other services — like the Police, the NHS or your local council — can help, we will work with them too.

Step 3 - We take action

We will always try to sort things out without going to court if we can — through warnings, mediation or other support. But if the problem is serious, we will use the legal powers available to us and we will not hesitate to do so. In very serious cases, and where it is the right thing to do, we may even help you move to somewhere safer.

The person causing the problem will be made fully aware that their behaviour is unacceptable and told what could happen if it continues.

Step 4 - We keep you informed throughout

You will never be left wondering what is happening. We will keep in touch with you regularly, in the way that works best for you — by phone, letter, email or text. We will only close your case once we have spoken to you and you are happy that things have improved.

Step 5 - We ask for your feedback

When your case is closed, we will ask you to fill in a short satisfaction survey. Your feedback helps us improve our service for everyone in our community.

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Not happy with how we have handled things?

If at any point you feel unhappy with how we have dealt with your complaint, you can raise a formal complaint through our Complaints Procedure. You also have the right to ask for an independent case review through something called the Community Trigger - this brings together your local council, the Police and housing teams to look at your case afresh. We want to get this right for you.