Tackling trouble together: supporting victims of anti-social behaviour

Anti-Social Behaviour (ASB) Awareness Week Series - Part 1

As part of ASB Awareness Week, our housing management team has curated a series of articles which give practical advice and insight into four core themes surrounding ASB, with a focus on making our communities safer. Part 1 focuses on: Ensuring victims of ASB are fully supported with reference to the toolkit available to social landlords. The rest of the series will be published later this week.

To round off the week we're also running a webinar on Friday 4 July at 10am where our specialist Housing Management solicitors will be discussing four key themes in helping to #MakeCommunitiesSafer. Please sign up if you'd like to join us. 

Ensuring victims of ASB are fully supported

ASB can severely affect the well-being and quality of life of residents. Housing providers play a vital role in supporting victims and fostering safer communities. From persistent noise disturbances and vandalism to harassment and intimidation, the impact of ASB goes far beyond inconvenience - it can leave individuals feeling isolated, anxious, and unsafe in their own homes.

That's why effective victim support must be at the heart of #MakingCommunitiesSafer. It’s not just about addressing behaviour, but about ensuring victims are heard, supported, and protected, housing providers can help restore confidence, reduce harm, and rebuild trust within communities.

In this article we'll take a look at the importance of victim support in tackling ASB, explore practical approaches, and share examples of how collaborative working can create safer, more resilient neighbourhoods.

Victim support focus

Social housing providers will often have coherent procedures in place for taking action against perpetrators - such as letters before action, acceptable behaviour agreements, injunction applications, closure orders and possession claims. But, often there is a lack of focus on victim support. This, combined with extreme court delays, can often lead to victims losing confidence in housing providers, which in turn, can create reluctance both in respect of reporting further incidents and to support social housing providers in taking legal action. 

It is crucial to consider practical guidance, best practice and resources to ensure a consistent and compassionate response. Implementing a coherent structure internally can assist front line officers when dealing with reports of ASB, but it is also important that those officers know how to deal on a daily basis. 

Key considerations for delivering a strong, victim-focused response to ASB:

• Clear reporting procedures - making it easier for victims to raise concerns
• Response protocols - step-by-step guidance on timely and appropriate interventions
• Victim support strategies - including risk assessments and safety plans
• Collaboration frameworks - joint working with local authorities, police and third parties

Taking responsibility - what you can do:

1. Take every report seriously

Treat all reports with urgency and respect. Victims often delay reporting ASB due to fear or lack of trust in authorities. Often, the initial response received to a report will determine whether the victim continues to report further behaviour. Acknowledge the individuals experience and validating their concerns from the outset.

Action:

• Provide a named contact for consistency
• Offer multiple reporting channels - i.e. in-person, telephone, email, online portals, noise app
• Record every report thoroughly, even if it seems minor at first 

2. Prioritise victim safety and well being 

Safety must be at the core of all ASB case management. A victim-centred approach requires providers to identify immediate risks, take action to minimise harm, and ensure the victim feels supported throughout the process. This includes not only physical safety but also emotional and psychological well-being.

Action:

• Conduct a risk assessment at the point of first contact and update it regularly
• Take urgent steps to reduce harm (e.g. installing security measures, arranging safer accommodation if necessary)
• Liaise with safeguarding teams or police where serious threats are identified
• Avoid actions that could increase risk for the victim (e.g. identifying witness)

3. Monitor and review

Your response should not stop once the immediate ASB ends, or because reports have ceased. Even when incidents stop, the emotional and psychological impact can persist. Victim support must therefore extend beyond the immediate resolution of behaviour. Ongoing contact and case reviews help identify emerging risks and ensure victims are not left to cope alone.

Action:

• Schedule regular check-ins with the victim after key milestones (e.g. warning letters, injunctions, closure)
• Reassess risk after new incidents or changes in circumstances
• Keep cases open for monitoring where there is a known pattern or history of repeat ASB
• Update the victim regularly, even when there is no significant progress, to maintain trust

4. Ensure victims are informed and involved

Victims should never feel like passive observers within the case. Clear, timely communication builds trust and helps victims understand what actions are being taken. Taking the time to explain decision-making can lead to more effective management of expectations.

Action:

• Set out clear expectations from the outset (including what the provider can and cannot do)
• Update the victim at every key stage of the case
• Discuss options for action (e.g. legal, non-legal, mediation) 
• Provide translated or accessible formats for those with additional communication need

5. Offer appropriate support or referrals

ASB often intersects with other vulnerabilities such as mental health issues, domestic abuse, or substance misuse. A supportive response recognises the victims circumstances and where appropriate, connects them to additional services that can assist in their stability.

Action:

• Refer to victim support services or specialist agencies (e.g. domestic abuse, mental health, advocacy)
• Develop internal referral pathways to tenancy support or welfare services
• Consider practical adjustments i.e. sound proofing, higher fencing in garden
• Ensure staff are trained to recognise referral needs

6. Track every step

Accurate, detailed record-keeping is essential for legal compliance, accountability, and the safety of all parties involved. It ensures consistency, supports decision-making, and strengthens the provider’s position if enforcement action is required. Social housing providers are commonly scrutinised for decision-making, and a strong paper trail can offer protection to staff. This is applicable not only when considering perpetrator, but also when considering any potential complaints from victims themselves.

Action:

• Maintain a full chronology of actions, contacts and decisions
• Document any risk assessments, support offered or victim contact
• Ensure actions align with policy and procedure
• Store information security and appropriately

Supporting victims of ASB is not just about enforcement - it is about empathy, communication and sustained engagement. Social housing providers play a vital role in making sure residents feel safe and supported in their homes. With a well-structured and victim-focused approach, providers can build more resilient and respectful communities.

If you would like to discuss #MakingCommunitiesSafer in further detail please contact our housing management team. Or you can sign up to our Social housing updates.