Supporting you with anti-social behaviour (ASB)
As well as providing homes, we want to help build communities where people feel safe, can be themselves and feel connected to where they live.
We’ve taken big steps to improve our ASB service over the past year. This journey is ongoing, and we know there’s more that we need to do.
What’s new
In 2024-25, customers on our Customer Complaints Learning Panel reviewed complaints around ASB and created an action plan, which has helped us to make impactful changes to our ASB service. Learn more about the changes to our ASB service, here.
This month, we took part in ASB Awareness Week (30 June-6 July 2025). We shared more over on the hubb - check it out!
What is ASB and how do we deal with it?
Dealing with ASB can be complicated and take time. Our ASB guide will help you to understand what we consider ASB, our tips to being a good neighbour and how we can support you if you're dealing with ASB.
Your safety and peace of mind are really important to us. Recently, some customers experienced noise disturbances, verbal abuse and intimidation from a neighbour. We know how much this can affect everyone’s quality of life, so our ASB team acted quickly.
To help us support you and deal with ASB effectively, we need clear, detailed evidence. In this case, our customers and the police gave us evidence, including times, dates, descriptions and photos and videos, so that we were able to build a full picture of what was happening and take the right steps to sort it.
Because of the seriousness of the situation, we applied for an injunction (a court order that prevents someone from doing something), which included the ability to step in and protect the community immediately.
Importantly, we balanced community safety with understanding our customer’s personal situation. The customer agreed to follow the agreements and help to keep the community peaceful and secure for everyone.
Mary Langston, ASB Team Manager, said,
“This case highlights the importance of fast, proportionate action and strong partnership working. We are proud of how the team responded to protect the community while handling a complex and sensitive case.”
You can’t choose your neighbours, but you can choose to be a good neighbour
We understand that issues with your neighbours can cause a lot of stress and disruption, and that when you ask for our help, it can be frustrating when there isn’t a quick resolution.
To help us keep everyone safe and happy in their home, there are a few things you can do to stop issues from turning into a bigger problem. Take a look at our ASB guide to see how you can play your part in building a happy community.
We want to make it as easy as possible for you to report ASB to us
If you're worried for your own safety or that of others, please call 101 or 999 in an emergency.
If you need to speak someone in confidence, please call us 01202 319 119.
- Email customers@stonewater.org
Please include in the subject line your address and the nature of the complaint.
For example: 'house number and street name, town, postcode - noise nuisance'
In the email, please attach any evidence (pictures, videos or recordings) you have.
- Contact us on social media
Send us a private message on Facebook, along with any evidence you have recorded and the details of your complaint.
Don’t just take our word for it…
Here’s what some of our customers had to say about how we handled their ASB case:
“Very impressed with how the matter was dealt with, Rhiann kept up to date with updates. Nothing to change, first class service, respectful and very professional.”
“Gena was there for me and really did her best with the case. She communicated well and let me speak to her about my own personal struggles. I’m really grateful for Gena's help and actually miss her! Thanks.”
“Sarah was professional, understanding and did everything that she could to help.”
“Helen is a professional, an ambassador for Stonewater, has in-depth knowledge, an excellent communication skill set, is tolerant and was able resolve all my concerns swiftly.”