Improving How We Handle Anti-Social Behaviour and Good Neighbour Issues.

In 2025 we reviewed our Anti-Social Behaviour (ASB) policy with your help and from this, we reviewed our policies into two:

Anti-social Behaviour policy and the Good neighbour policy.

About This Project

We are reviewing how customers report Anti‑Social Behaviour (ASB) and Good Neighbour (GN) issues. This work supports improvements to our services following the introduction of the Good Neighbour Policy.

We want to make sure our approach is clear, supportive, and focused on helping customers get the right advice and support as early as possible.

Why We Are Making Changes

Customer feedback has shown that reporting ASB and Good Neighbour issues can sometimes be unclear or confusing. We want to improve this by:

  • Making reporting categories easier to understand
  • Strengthening the first point of contact with our service
  • Providing clearer guidance and practical advice from the start
  • Ensuring customers feel supported when they raise a concern

These changes will help us respond more effectively and consistently.

What We Are Reviewing

As part of this work, we are looking at:

  • The wording used for ASB and Good Neighbour issues
  • How new reports are categorised and triaged
  • The information and advice provided at first contact
  • How well our communications reflect customer expectations

Customer feedback will play a key role in shaping these improvements.

Planned Outcome

With support and input from an ASB focus group, we aim to deliver

  • A clearer and more supportive first‑contact experience
  • Improved clarity around ASB and Good Neighbour categories
  • Earlier access to practical advice and guidance
  • More accurate reporting and better triage decisions

These changes will help us provide a more consistent, customer‑focused service that better meets customer needs.

Getting Involved

Customer feedback is essential to this project. By sharing experiences and suggestions, customers can help us design a service that works better for everyone, so come and join us on:

📅 Focus Group Details

  • Date: Tuesday 5th May 2026
  • Time: 11.30am – 1.30pm
  • Where: St James Lane, Coventry, CV3 3FX 🗺️ View Location on Maps
  • Thank you You will receive a £20 voucher for taking part
  • Travel: We will refund public transport costs and mileage

By completing the registration form below.


In 2025 we reviewed our Anti-Social Behaviour (ASB) policy with your help and from this, we reviewed our policies into two:

Anti-social Behaviour policy and the Good neighbour policy.

About This Project

We are reviewing how customers report Anti‑Social Behaviour (ASB) and Good Neighbour (GN) issues. This work supports improvements to our services following the introduction of the Good Neighbour Policy.

We want to make sure our approach is clear, supportive, and focused on helping customers get the right advice and support as early as possible.

Why We Are Making Changes

Customer feedback has shown that reporting ASB and Good Neighbour issues can sometimes be unclear or confusing. We want to improve this by:

  • Making reporting categories easier to understand
  • Strengthening the first point of contact with our service
  • Providing clearer guidance and practical advice from the start
  • Ensuring customers feel supported when they raise a concern

These changes will help us respond more effectively and consistently.

What We Are Reviewing

As part of this work, we are looking at:

  • The wording used for ASB and Good Neighbour issues
  • How new reports are categorised and triaged
  • The information and advice provided at first contact
  • How well our communications reflect customer expectations

Customer feedback will play a key role in shaping these improvements.

Planned Outcome

With support and input from an ASB focus group, we aim to deliver

  • A clearer and more supportive first‑contact experience
  • Improved clarity around ASB and Good Neighbour categories
  • Earlier access to practical advice and guidance
  • More accurate reporting and better triage decisions

These changes will help us provide a more consistent, customer‑focused service that better meets customer needs.

Getting Involved

Customer feedback is essential to this project. By sharing experiences and suggestions, customers can help us design a service that works better for everyone, so come and join us on:

📅 Focus Group Details

  • Date: Tuesday 5th May 2026
  • Time: 11.30am – 1.30pm
  • Where: St James Lane, Coventry, CV3 3FX 🗺️ View Location on Maps
  • Thank you You will receive a £20 voucher for taking part
  • Travel: We will refund public transport costs and mileage

By completing the registration form below.


  • Register for ASB Reporting focus group

    This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to contact people to join the ASB group. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.  

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