Anti social behaviour

Anti-social behaviour (ASB) is behaviour that causes nuisance, alarm or distress to others. Examples include:

• Noise that is unreasonable or persistent, such as very loud music or repeated shouting.
• Behaviour that is aggressive, threatening or intimidating towards neighbours or others.
• Harassment, including unwanted or repeated contact that makes someone feel unsafe.
• Serious incidents such as domestic abuse or hate crime. These are criminal offences and should be reported to the police immediately. We will also support you if you are affected.

Everyday living noises such as footsteps, doors closing or children playing are not usually classed as ASB.

If you are experiencing ASB, we are here to help. You can report it to us on our website or by contacting our customer services centre.

We do not consider the following to be anti-social behaviour:

• Mess caused by cats in gardens, as this is outside a person’s control
• Everyday living noise, including footsteps, talking, low level music, or routine home improvements that take place during reasonable daytime hours, for example between 8am and 6pm
• Cooking smells
• A single, isolated incident of noise, for example a one off party or BBQ, unless there is evidence that this behaviour is persistent
• Babies crying
• General children’s play in the street
• General parking concerns, including limited parking or disagreements over non designated spaces

Before reporting anti-social behaviour, we encourage you to speak to the person involved only if you feel safe and comfortable doing so. They may not realise that their behaviour is affecting you. If you do not feel able to approach them, we can advise you on other options.

We take all reports of ASB seriously. When you contact us, we will acknowledge your report and explain the next steps.

We will contact you within:

• Five working days for tenancy management cases. These are lower risk issues such as ongoing noise, neighbour nuisance or minor disputes.
• Three working days for tenancy enforcement cases. These involve more serious issues such as threats, hate incidents, criminal behaviour or violence.

These categories are examples. We will assess every report individually.
We will contact you by phone, email or your preferred method within these timeframes.

When you report antisocial behaviour to us, we will:

• Complete an initial assessment (called an ASB triage) to understand the issue and decide the next steps.
• Create an action plan with you that explains what we will do and what we may need from you. You will receive a copy.
• Give you the name and contact details of the officer who will manage your case.
• Provide appropriate support throughout the investigation.
• Carry out a fair and thorough investigation and work with you to identify possible solutions.
• Be open and honest with you and focus on what we can do to help.
• Keep in regular contact using your preferred method and at the times agreed in your action plan.
• Explain any options that may help resolve the issue, such as acceptable behaviour contracts (written agreements), mediation, or legal action.
• Work with the police or other relevant agencies if this is needed.
• Only close your case after discussing this with you. We will confirm the outcome in writing.

During an investigation, we may speak to:

• The person the complaint relates to, if this is needed to understand what has happened. We will not share your identity unless the law requires us to do so. If this ever happens, we will explain why.
• Other residents or witnesses, so that we can gather more information.
• Other organisations, such as the police or environmental health teams, if they can provide information that helps us understand the situation.

If there is not enough evidence to reach a conclusion, we will explain this to you and discuss what options are available.

We cannot investigate anonymous reports because we may need to contact you for more details. However, your information will always remain confidential. We will not share it without your consent. We will use your contact details only to gather information and to keep you updated about your case.

All investigations are carried out fairly, impartially and based on the evidence available.

We aim to resolve all Anti-Social Behaviour cases. However, some cases may not be fully resolved if there is limited evidence or if the behaviour does not meet the threshold for formal action.

Before we close a case, we will update everyone involved and clearly explain our reasons. We will do this by phone, email, or letter.

We may also close cases where there is a lack of evidence, or where agreed actions have not been taken despite our support and guidance. Examples of evidence include diary entries, photographs, sound recordings where it is safe and legal to make them, and witness statements.

You can report ASB in any of the following ways:

• Call us: 0344 736 0063 (Monday to Friday, 8am to 5pm).
• Email us: info@redwing.co.uk
• Visit us in person:
  16 Duke Street, Liverpool, L1 5GB
  Opening hours:
  • Monday to Friday: 9am to 5pm
  • Saturday: 9am to 12pm
• Report online: Use the reporting form at the bottom of this page.

If you feel unsafe or a crime is taking place, please call 999. For non-emergencies, contact the police on 101.

If you need this information in another format or require support to make a report, please contact us and we will be happy to help.

Once you make a report, our team will review the information and get in touch with you to discuss the next steps.