We're strengthening our approach to anti-social behaviour and neighbour relations
Following approval at today's Cabinet, we're introducing an updated Anti-social Behaviour (ASB) and Hate Policy, and a new Good Neighbour Policy, following extensive consultation with residents, staff, and partner organisations. The changes aim to provide clearer standards, improved communications, and more effective support for tenants living in social housing.
The revised ASB and Hate Policy reflects national best practice and the latest expectations from both the Regulator for Social Housing and the Housing Ombudsman. Over recent years, the Ombudsman has emphasised the importance of distinguishing serious anti-social behaviour from day-to-day living noise or minor disputes, recommending clearer policies and more consistent approaches across the sector. Our updated policy incorporates this guidance, placing greater focus on early intervention, improved communication, and accessible reporting.
As part of the review, we carried out a wide range of engagement activities, including workshops with residents, discussions with the Resident Influence Panel, staff sessions, and an Equality Impact Assessment. An online consultation during June and July 2025 led to further refinements, such as clearer wording on response times, specific guidance relating to incidents involving Council employees, and updates addressing nuisance caused by bikes and scooters.
Alongside this, the new Good Neighbour Policy sets out what residents can reasonably expect from one another and clarifies how we will respond to concerns that do not fall under ASB — for example, smells from cooking, routine household noise, or queries about the condition of shared spaces. The policy also outlines our approach to estate management, upkeep of communal areas, and the role of tenancy visits in supporting safe and sustainable communities.
The Good Neighbour Policy has also been shaped through resident workshops, staff feedback, learning from the Housing Ombudsman's spotlight reports, and an Equality Impact Assessment. Its focus is on constructive, proportionate responses, promoting positive relationships, and helping neighbours resolve issues early before they escalate.
Councillor Chris Buckley, Cabinet Member for Housing, welcomed the updated policies, saying:
"Residents have been clear that they want fair, consistent and timely action when problems arise, and these policies are a major step forward. By giving greater clarity on what counts as anti-social behaviour and what is part of everyday living, we're able to respond more effectively and reduce frustration on all sides. The new Good Neighbour Policy is especially important because it sets out shared expectations and helps prevent minor issues from turning into bigger conflicts. Ultimately, our goal is to support strong, respectful and safe communities across all our neighbourhoods."
The next phase will include updating staff procedures and guidance, delivering comprehensive training, and exploring potential digital improvements to help manage cases more smoothly. We expect the policies to be fully embedded in service delivery by early 2026.
Following approval at today's Cabinet, we're introducing an updated Anti-social Behaviour (ASB) and Hate Policy, and a new Good Neighbour Policy, following extensive consultation with residents, staff, and partner organisations. The changes aim to provide clearer standards, improved communications, and more effective support for tenants living in social housing.
The revised ASB and Hate Policy reflects national best practice and the latest expectations from both the Regulator for Social Housing and the Housing Ombudsman. Over recent years, the Ombudsman has emphasised the importance of distinguishing serious anti-social behaviour from day-to-day living noise or minor disputes, recommending clearer policies and more consistent approaches across the sector. Our updated policy incorporates this guidance, placing greater focus on early intervention, improved communication, and accessible reporting.
As part of the review, we carried out a wide range of engagement activities, including workshops with residents, discussions with the Resident Influence Panel, staff sessions, and an Equality Impact Assessment. An online consultation during June and July 2025 led to further refinements, such as clearer wording on response times, specific guidance relating to incidents involving Council employees, and updates addressing nuisance caused by bikes and scooters.
Alongside this, the new Good Neighbour Policy sets out what residents can reasonably expect from one another and clarifies how we will respond to concerns that do not fall under ASB — for example, smells from cooking, routine household noise, or queries about the condition of shared spaces. The policy also outlines our approach to estate management, upkeep of communal areas, and the role of tenancy visits in supporting safe and sustainable communities.
The Good Neighbour Policy has also been shaped through resident workshops, staff feedback, learning from the Housing Ombudsman's spotlight reports, and an Equality Impact Assessment. Its focus is on constructive, proportionate responses, promoting positive relationships, and helping neighbours resolve issues early before they escalate.
Councillor Chris Buckley, Cabinet Member for Housing, welcomed the updated policies, saying:
"Residents have been clear that they want fair, consistent and timely action when problems arise, and these policies are a major step forward. By giving greater clarity on what counts as anti-social behaviour and what is part of everyday living, we're able to respond more effectively and reduce frustration on all sides. The new Good Neighbour Policy is especially important because it sets out shared expectations and helps prevent minor issues from turning into bigger conflicts. Ultimately, our goal is to support strong, respectful and safe communities across all our neighbourhoods."
The next phase will include updating staff procedures and guidance, delivering comprehensive training, and exploring potential digital improvements to help manage cases more smoothly. We expect the policies to be fully embedded in service delivery by early 2026.
