How customers are shaping our approach to ASB
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1st July 2025
Customers
We understand that antisocial behaviour (ASB) can really spoil your enjoyment of your home and neighbourhood and we will do all we can to ensure you feel safe in your community.
This ASB Awareness Week, we are helping customers feel more confident about recognising antisocial behaviour, reporting it and getting the right support when they need it.
A group of customers with lived experience of antisocial behaviour (ASB) shared their views and recommended improvements to how we respond and support those affected.
All 11 recommendations from the Service Improvement Group have been implemented to strengthen our approach to handling ASB and deliver a more supportive service.
Bethan* experienced serious ASB in her block, including drug use, violence, indecent acts and constant noise.
“It affected everyone. We were too scared to even leave our front doors,” she said. But after reporting the issues to us and gathering evidence, she worked with our Community Safety Team to build a clear action plan.
“Customers are the eyes and ears of whg,” Bethan said. “If you’re experiencing ASB, make sure you document everything. This can be used by whg and their partners, including your local council and the police to work out the next steps.”
Bethan is now part of our ASB Service Improvement Group (SIG), where customers meet with our Customer Voice and Community Safety teams to share their experiences and actively shape our policies and procedures.
One suggestion from the group was that customers may feel uncomfortable reporting ASB on the phone in case their neighbours hear them.
In response, we launched our ASB online reporting tool which can be found when you manage your home online. You can submit your report with all the details, easily upload evidence, and receive online updates from our team about your report.
Sandra* spoke to her Community Housing Officer after experiencing persistent noise in her area. While the issue was frustrating, she felt safe and confident working with her Community Housing Officer to sort things out directly with her neighbour.
Inspired by feedback from our SIG, we’re now sharing real examples like Sandra’s in our upcoming noise nuisance policy, showing how low-level issues can be resolved quickly, safely and with the right support.
Bethan said: “It’s massively important to be part of groups like this. I’ve learnt so much more about the process, and through sharing our thoughts and experiences I feel like we’ve made a real positive difference for other customers suffering from ASB.”
If you are experiencing antisocial behaviour, you do not have to face it alone.
Report issues online or by calling us on 0300 555 6666. Or you can speak to your Community Housing Officer or visit our offices. We are here to help you feel safe in your community.
Want to help shape the services that matter to you? Join a Service Improvement Group by emailing CustomerVoice@whgrp.co.uk or visit www.whg.uk.com/shape-what-we-do to get involved.
*Names have been changed to protect customers’ identities
