Listening and responding to antisocial behaviour at Paul Stacey House

It affects people’s homes, their wellbeing and how safe they feel where they live.

For many customers at Paul Stacey House, the past two years have been very challenging due to serious ASB linked to one flat. We want to explain what was happening, how we responded, and how customers can report ASB so we can support them as early as possible.

What was happening

The customer moved into the property in October 2020, following a referral from the local authority. The first recorded report of antisocial behaviour was made in February 2024. However, we understand there may have been concerns before this date that were not formally reported. During the Covid pandemic, restrictions meant some behaviour may have gone unseen or unreported.

Once concerns were identified, reports linked to the flat included:

• Frequent visitors coming and going
• High-level drug activity
• Sex workers attending the property
• People who did not live in the building regularly accessing it

Over time, this activity caused real worry for people living nearby. Some customers felt uneasy, and in some cases frightened, when walking through their own building. Feeling unsafe at home can affect sleep, mental health and day-to-day life, and we know how distressing that can be.

Our on-site concierge team, who are in the building every day, played an important role. They logged what they saw and heard and shared this information with our wider teams.

This helped us build a clearer picture of what was happening and how it was affecting the wider community, even when residents found it difficult to report concerns themselves.

Whenever ASB is reported, our first response is always to try to resolve the situation through support.

In this case, our teams:

• Made regular visits to the building
• Spoke with residents to understand how they were being affected
• Worked directly with the customer whose behaviour was being reported
• Offered support and explained clearly what needed to change
•  Set out what could happen next if the behaviour continued

These steps take time, and we know that can be frustrating for people living with ongoing problems.

However, this work is essential to make sure everyone is treated fairly and that any action we take is lawful, proportionate and supported by evidence.

ASB is not managed by one team alone.

Our concierge teams provided a daily presence in the building and kept detailed records. Neighbourhood and tenancy teams worked closely with residents to understand the impact and offer support. We also worked with police partners to respond to incidents and reduce risk, alongside other support services where appropriate.

We know how hard it can be for people living nearby to speak up, especially when they feel frightened or worried about what might happen. Serious antisocial behaviour has a real impact on people’s lives, and it isn’t fair for customers to feel unsafe in their own homes.

While our first response is always to try to resolve issues through support, there are times when behaviour is serious and continues despite our efforts.

In those situations, we won’t ignore what’s happening. We will take action, but it has to be done in the right way. This means working closely with the police, gathering clear evidence over time and following the legal process so that any decision made is fair, lawful and approved by the courts.

This joined-up approach helped keep residents as safe as possible while longer-term action was carefully considered.

Despite many attempts to resolve the situation, the behaviour continued and was still having a serious impact on other customers. At that point, we had to take action to protect the wider community.

Eviction is always a last resort and is never taken lightly. It involves detailed legal preparation, court approval and careful planning. It can also be upsetting for neighbours to witness.

On the day of the eviction:

• Teams did not know who might be in the property or how the situation would unfold
• The process took around 1.5 hours, as the door was not opened at first Staff focused on keeping things calm, respectful and safe
• The property was secured once access was gained
•  Personal belongings were handled with care and dignity

Peter, our Director of Neighbourhoods, said:

While this action cannot undo the stress residents have experienced, it is an important step forward and gives neighbours the chance to begin feeling safer and more at ease again.

If you’re experiencing antisocial behaviour, telling us about it helps us support you sooner.

You can report ASB by:

• Using My Account
• Calling us on 0300 790 6555
• Calling the out-of-hours ASB Respect Line on 0800 075 6699 (available every day between 5pm and 9am)

Every report matters. We listen carefully, work with you and our partners, and take action fairly and with care for everyone involved.