Anti-social behaviour
If you’re in immediate danger, please dial 999
Everyone has the right to live peacefully and safely in their home and community, free from the stress and fear caused by anti-social behaviour. We know challenges can arise, but we take all reports of ASB seriously. Our teams are here to support you and protect your quality of life.
Our commitment
We want all our residents to feel safe, respected and supported and we will be honest about what we can and cannot do. Not every situation requires—or allows—landlord enforcement, but we will always listen, provide guidance, and act where the behaviour meets the definition of ASB and appropriate evidence is available.
We do always need to take the individual circumstance of households into account and sometimes will not be able to share full details of how we are managing a case due to GDPR, privacy laws or medical information being relevant to the cause. We will let you know where there are limits to how much we can share with you for these reasons. What is anti-social behaviour?
What is anti-social behaviour?
Anti-social behaviour (ASB) is behaviour that has caused (or is likely to cause) harassment, alarm or distress to another person. In the context of your home and community, it is behaviour that causes nuisance or annoyance to your neighbours (e.g. persistent unreasonable noise).
High level ASB can also be defined as criminal activity – intimidation, drug dealing, threats, violence, damaging property, and verbal abuse. If a crime has occurred or is occurring, please always dial 999 before contacting your property manager.
What are hate incidents?
ASB is further defined as a ‘hate’ incident when the behaviour is perceived to be motivated by hostility or prejudice. NewArch records these separately for management and monitoring purposes. If a crime has occurred or is occurring, please always dial 999 before contacting your property manager.
What may not be ASB?
Some issues, while upsetting or inconvenient, do not meet the threshold for ASB. These might include:
One‑off disturbances or occasional household noise
Different lifestyles or parenting styles
Minor personal disputes between neighbours
Comments or disagreements on social media
Everyday sounds associated with normal living (e.g., footsteps, talking, children playing)
These types of issues are not something we can take enforcement action on, but we can offer guidance, early intervention and signposting to help neighbours resolve concerns constructively.
Resolving issues early
If you feel safe to do so, we encourage you to speak calmly to your neighbour first, as many problems can be resolved informally. If this isn’t possible or doesn’t help, you can report your concerns to us through your usual management partner, by phone, email or online.
We’ll work with you to understand the impact you’re experiencing and decide the right approach, which may include:
Advice on how to manage the situation
Mediation or facilitated conversations
Gathering diaries, recordings or evidence if further action is needed
Involving specialist agencies when appropriate
Reporting ASB to us
You can report ASB on the phone, online, by email or in person to your Management Partner. They will:
Take all reports seriously and assess them fairly.
Provide clear advice on next steps and support options, including when other agencies (such as the police or local council) are best placed to respond.
Work in partnership with these agencies where appropriate.
Intervene when behaviour meets the legal definition of ASB and when landlord action is the correct route.
Use early intervention tools such as warnings, acceptable behaviour agreements, and signposting to mediation.
Take formal action (including legal action) where ASB is serious, persistent, and supported by evidence.
What happens when you report ASB?
We investigate quickly – Management Partners will investigate what’s happening and work with you to agree on the best plan to resolve the issue.
We listen and assess – Before any steps are taken, your views help shape the response. This may include legal proceedings, mediation, referrals, or support services.
We work in partnership – We work closely with the police, local authorities, if needed to prevent and address ASB and hate incidents.
We protect your privacy – Your information is kept confidential and only shared with consent unless safeguarding requires otherwise.
If you’re not happy with a decision made under this policy, you can appeal in line with our complaints policy.
Find your management company
| Phone | ||
| CHP More ways to contact us on the CHP website | 0300 555 0500 | [email protected] |
| Pinnacle Ark app* | iOS App Store | Android Play Store |
| Pinnacle pinnaclegroup.co.uk | 0333 241 4643 | [email protected] |
| Flagship https://www.flagship-housing.co.uk/ | 0808 164 7877 | [email protected] |
| Southern https://www.southernhousing.org.uk/ | 0300 303 1066 | [email protected] |
| PPHA – General enquiries https://ppha.uk/ | 0161 820 6559 | [email protected] |
| PPHA – Defects https://ppha.uk/ | 0203 701 3575 | [email protected] |
*Homes managed by Pinnacle have access to the Ark app.
Ark is the preferred method of communication for residents to send requests and find key building information.
Pinnacle residents can register and download Ark above.