Antisocial Behaviour (ASB)
Explore reports, case studies, and guidance to improve complaint handling and resolve issues faster.
On this page
Antisocial behaviour complaints
Antisocial Behaviour (ASB) can harm communities and make life difficult for residents. It’s one of the most common complaints we see, and cases can be complex, often involving several agencies.
This page gives you practical tools to handle ASB effectively.
Landlords will learn how to manage cases, follow clear procedures, and meet expectations. Residents will find guidance on what ASB means, what steps to take, and what good handling looks like.
Guidance
Landlord expectations
Use this guide to understand what’s expected when handling reports of antisocial behaviour.
It gives clear steps to manage cases effectively and meet the standards set out in the Complaint Handling Code.
Resident support guide
Use this guide to make the complaints process easier and clearer.
It will help you understand your rights, know what steps to take, and get practical advice on antisocial behaviour.
Reports
Learning from severe maladministration
Explore a collection of reports that reveal the most serious failings we see in landlord services. These reports highlight recurring issues in antisocial behaviour such as hate incidents, noise, and action plans.
Use this collection to learn from real cases, understand what went wrong, and apply practical lessons to improve your own services. Browse the full set of reports to find the topics most relevant to you.
Spotlight report on noise complaints
This report shows how noise can affect residents' wellbeing and quality of life.
Explore the range of case studies and recommendations that illustrate the severity of the problem and outline best practice solutions.
Landlord Learning Hub
Your free training platform from the Centre for Learning
The Learning Hub gives you easy access to expert training designed for member landlords.
Create your account today and start using a wide range of resources to strengthen your complaint handling and meet the Code’s requirements.
Podcasts
In conversation with dispute resolution on antisocial behaviour
Learn how to handle antisocial behaviour complaints with confidence.
This episode walks you through a real case. From the first report to the Ombudsman’s decision.
You’ll hear the orders and recommendations that followed, what the landlord did to put things right, and the practical steps you can apply to improve case handling.
Case studies
These case studies come from real cases we’ve handled. You can explore all published decisions via our online decision library, which we share to stay open and transparent.
No maladministration
In this case, the landlord handled the resident’s complaint about appropriately and followed its policies. It acted quickly and kept the resident informed throughout.
What the landlord did:
- recorded the resident’s reports and signposted them to relevant agencies
- reported concerns to the police and spoke with the neighbour
- issued a warning letter to the neighbour
- maintained regular communication and provided advice
- checked for ongoing concerns before closing the case
- respected the resident’s request for anonymity, even though this limited some actions
Severe maladministration
This case shows severe maladministration. The landlord failed to respond properly to ASB and noise reports. These failings caused distress and seriously affected a vulnerable household.
What happened:
- the resident reported ASB and noise affecting her terminally ill husband
- the landlord created an action plan but did not monitor or review it
- it failed to follow up on a visit to the neighbour
- despite having ASB and vulnerability policies, it did not assess the resident’s vulnerability
- the landlord communicated with police and the local authority but missed chances for early intervention
- the resident’s husband passed away during the case, compounding her distress
Resident information
Resident support guide
Use this collection of support guide to make the complaints process easier and clearer.
They will help you understand your rights, know what steps to take, and get practical advice on all aspects of complaints.
These resources will give you the confidence to raise issues and get them resolved.
When to get help from us
Not sure when to contact the Housing Ombudsman?
This page explains the right time to get help. It shows what steps you need to take first, what we can and cannot look at, and how we can support you if your landlord has not resolved your complaint.
Use it to understand your options and make sure your complaint reaches the right place.