Tackling antisocial behaviour together
We know that antisocial behaviour (ASB) can have a huge impact on someone’s life. So, we want to ensure we can provide support, guidance and actions that address the problem you’re experiencing. To do this, we’re undergoing a complete review of our approach to ASB, and we’d like your input.
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What is antisocial behaviour?
Behaviour is considered antisocial when it’s causing, has caused, or is likely to cause harassment, alarm or distress to someone. Currently bpha categorises some behaviours as ‘unwelcome behaviour’ - examples include pets fouling and certain noises, such as loud music or DIY noises, however this is changing.
Why review our approach?
We can’t assume the most common causes of ASB and unwelcome behaviour, and the effect they have on you, stay the same. Or that effective ways to tackle them are still effective. We need to understand your views and experiences in order to tackle them.
Managing ASB has legal implications: we have to act in line with Consumer Standards periodic reviews help ensure we do this.
What have we done so far?
Since the review began we have:
- reviewed customers’ personal experiences of ASB and analysed the results for common views or issues that could help improve our approach
- learned about other housing providers' approaches through direct conversations and via seminars
- reviewed our own policy against current legislation, statutory requirements and general guidance
- consulted with ASB specialists – organisations that we already work with on complex ASB cases - to help get a positive outcome
- held colleague workshops – putting bpha employees in the shoes of a customer experiencing ASB and walking through their situation as it would be handled if real. These are a great way of identifying any gaps in our process
- trialled The Noise app to enable customers to capture noise to help them report it more effectively
- and Resolve, our customer complaints group, reviewed ASB-related complaints from start to end, and gave feedback on good practice and areas that could be improved.
What’s next?
The review so far shows that while we have a good foundation for managing reports of ASB, our policy, process and communications need reviewing and updating. We want to give you more information on how we can help and support you, and take any actions we’re able to quickly to avoid situations escalating.
We also need to lose the term ‘unwelcome behaviour’. The Antisocial Behaviour, Crime and Policing Act defines antisocial behaviour as conduct capable of causing nuisance or annoyance to any person. That means behaviour currently considered ‘unwelcome’, such as inconsiderate parking, should be considered as antisocial and dealt with as such.
Causing statutory noise – that’s noise which unreasonably and substantially interferes with the use or enjoyment of a home, injures health, or is likely to injure health, is antisocial behaviour. In its report on noise, published in late 2022, the Housing Ombudsman recommended that non-statutory noise reports should be managed separately to ASB. Establishing a Neighbourhood Management policy that differs from our ASB policy will help us triage what policy noise reports should be handled under.
To improve our process and communications, including developing a new Neighbourhood Management policy and revising our current ASB policy, we need you!
We’d like you to help:
- review our communication, including our ASB web page and external documentation
- give your views on what you think is good neighbourhood management
- review and feedback on our ASB policy
- assist in developing our approach to handling non-statutory noise
There are many ways you can contribute – it could be through meetings in person or online, surveys, task and finish groups, workshops, reviewing documents or via The Place, our online platform. Whatever time you have available and however you’re most comfortable working with us, we want to hear from you.
As a thank you for helping, we can offer Love2Shop High Street gift vouchers and can discuss this, and how involved you can be, directly with you. If you’re interested in taking part, please email customervoice@bpha.org.uk with the subject line ‘ASB review’ – just send us your name and a contact telephone number and we’ll get in touch
What’s next?
We’ll provide regular progress updates right here in Talk magazine, including your feedback and any proposed changes in addition to keeping you personally up to date as a valued customer who has contributed to the review.
If you’re currently experiencing ASB, please contact us using the buttons below.