Customer voices help tackle antisocial behaviour

A customer was using offensive and abusive language towards neighbours and colleagues.

At first, some people tried to ignore the behaviour or avoid confrontation, but over time the situation became more upsetting for those living and working at the scheme.

Customers began to worry the behaviour could escalate further. That’s when they started speaking up and sharing how the situation was affecting them.

Once concerns were raised, our Safer Neighbourhood Officer and Retirement Living Officer listened to customers to understand what had been happening.

It often took courage for people to come forward, so we ensured everyone could speak openly and that every concern was taken seriously.

As more accounts were shared, a clearer picture of the impact on the wider community emerged. Customers were supported to provide witness statements in their own words, helping to build the evidence needed.

ASB cases can take time, particularly where legal action is required, so we carefully gathered information from customers and colleagues while providing ongoing support.

We also supported customers as the case progressed towards court, explaining the process, answering questions and helping them feel more confident about taking part.

In November 2025, the decision was made to begin legal action and solicitors were instructed.

In January 2026, the court granted an interim injunction, putting immediate protections in place while the case continued.

When the case returned to court in March 2026, a full injunction was granted.

The judge described the case as involving “an overwhelming mountain of evidence”, reflecting the amount of information gathered over time.

The injunction sets clear rules about behaviour at the scheme, including no violence, threats, abusive language or offensive behaviour towards customers, visitors, colleagues or contractors.

If the order is breached, particularly where threats or violence are involved, the police can take immediate action, including making arrests. Continued breaches could also lead to further legal action, including eviction.

Most importantly, the injunction provides greater reassurance and peace of mind for customers at the scheme.

Since the injunction was granted, there has been a noticeable improvement. The behaviour that caused concern has reduced, and the atmosphere at the scheme feels calmer and more settled.

Customers who previously felt anxious have said they now feel more comfortable in their homes again.

While legal enforcement was necessary in this case, we also recognise there can sometimes be underlying issues affecting a person’s behaviour.

Where possible, we’ll always look to offer support and encourage positive change. However, everyone deserves to feel safe in their home, and where behaviour seriously affects others, we’ll take appropriate action to protect customers and colleagues.

This case highlights the importance of customers speaking up and working together with colleagues to address concerns.

Tackling ASB can take time, patience and persistence, but by listening, supporting customers and acting where needed, we can help keep our communities safe places to live.