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:

We want to thank everyone of our customer who attended our focus groups on the 5th and 6th May and gave valuable insight and suggestion.

If you would like to see the proposed changes then click on the link ASB focus group presentation on the right side.

We are now compiling all the information to get set up for a pilot which will start in the summer for three months. once this is done we will feedback to you the results and hopefully a revised customer reporting system going forward.

👀Watch this space.

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:

We want to thank everyone of our customer who attended our focus groups on the 5th and 6th May and gave valuable insight and suggestion.

If you would like to see the proposed changes then click on the link ASB focus group presentation on the right side.

We are now compiling all the information to get set up for a pilot which will start in the summer for three months. once this is done we will feedback to you the results and hopefully a revised customer reporting system going forward.

👀Watch this space.

  • Focus group feedback

    If you attended one of our focus groups in May, we would really appreciate your Feedback.

    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 to understand your experience of our focus 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)(External link) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.  

    Give your feedback here: