Anti-Social Behaviour (ASB) & Hate Incidents

Anti-social behaviour (ASB) is behaviour that causes, or is likely to cause, harassment, alarm or distress to other people. It can have a serious impact on your safety, wellbeing and enjoyment of your home and neighbourhood.

If you're experiencing behaviour that is making you feel unsafe or affecting your quality of life, please contact us. We'll listen to your concerns, assess the circumstances and explain the most appropriate course of action.

Legal definition

Under the Anti-social Behaviour, Crime and Policing Act 2014, anti-social behaviour includes conduct that:

• Has caused, or is likely to cause, harassment, alarm or distress to any person
• Causes nuisance or annoyance to someone in relation to their home
• Is capable of causing housing-related nuisance or annoyance.

We can investigate

Depending on the circumstances, we may investigate issues such as:

• Persistent noise nuisance
• Harassment, intimidation or threatening behaviour
• Hate incidents or hate-related behaviour
• Criminal or disorderly behaviour affecting neighbours
• Drug-related activity
• Vandalism or deliberate damage to property
• Graffiti
• Fly tipping
• Verbal abuse
• Repeated nuisance that is having a significant impact on you or your community

We may not be able to investigate

Some issues, while frustrating, are not usually considered anti-social behaviour or may be better dealt with by another council service or organisation. These can include:

• Children playing or everyday family activities
• One-off neighbour disagreements
• Normal household noise, such as footsteps or doors closing
• Cooking smells or other everyday living noises
• Lifestyle differences, such as different working hours or routines
• Minor parking disputes (unless linked to wider anti-social behaviour)
• Civil disputes between neighbours

This doesn't mean your concerns aren't important. Where an issue falls outside our ASB service, we'll explain why and, where possible, direct you to the most appropriate council service, partner organisation or support available. In some cases, mediation may be the most effective way to help neighbours resolve a dispute.

You can report Anti-Social Behaviour in several ways:

• Online: via your My St Albans account
• Email: HousingManagement@stalbans.gov.uk
• Telephone: 01727 866100 (ask for the Housing Management Team)
• In writing or in person if you need support

Reasonable adjustments such as translation, accessible formats or help to complete forms can be provided on request.

In an emergency or where there is immediate danger, always call 999.

Criminal behaviour and out-of-hours response

Criminal acts such as vandalism, harassment, threats, drug use or dealing should be reported to the Police – 999 in emergencies or 101 for non-emergencies. You can also:
• Provide information anonymously to CrimeStoppers
• Contact Police Community Support Officers (PCSOs) for lower-level crime and ASB via 101

Everyone has the right to feel safe, respected and included in their home and community. A hate incident is any behaviour that someone believes was motivated by hostility or prejudice towards them because of their:

• Race or ethnicity
• Religion or belief
• Disability
• Sexual orientation
• Gender identity

A hate incident can include verbal abuse, harassment, threats, intimidation, damage to property or other behaviour that causes fear, distress or harm.

You do not need to prove that a hate incident has taken place before reporting it. If you believe an incident was motivated by prejudice, we will listen, record your concerns and assess the most appropriate response.

How we respond to hate incidents

When you report a hate incident, we will:

• Take your report seriously and treat you with dignity and respect.
• Assess any immediate risks to your safety and wellbeing.
• Consider any additional support needs or vulnerabilities.
• Explain what action we can take and what happens next.
• Work with partner agencies, including the police and specialist support services, where appropriate.
• Keep you updated throughout the process.

Reporting a hate incident

You can report a hate incident to us even if you are unsure whether it meets the legal definition of a hate crime. All reports of hate incidents are handled sensitively and confidentially. You can report directly to the Police (999 in emergencies, 101 otherwise), through True Vision at report-it.org.uk, a Police funded website providing information and support on hate crime or contact Victim Support on 0808 1689 111 for emotional and practical help.

If someone is in immediate danger or a crime is taking place, call 999.

What is the difference between a hate incident and a hate crime? 

A hate incident is any incident that the victim, or anyone else, believes is motivated by hostility or prejudice.

A hate crime is when a criminal offence has been committed and the offender is motivated by hostility or prejudice.

Not all hate incidents will amount to a criminal offence, but all reports are taken seriously.

We are committed to keeping residents safe and protecting children and adults who may be at risk of harm.

Some anti-social behaviour (ASB), hate incidents or neighbour concerns may involve safeguarding issues. If we are concerned that someone may be at risk, we will work with our safeguarding partners and other relevant organisations to help keep people safe and provide appropriate support.

Where necessary, we may share information with partner agencies in line with data protection requirements to prevent harm and support those who need help.

If you have concerns about the safety or wellbeing of a child or an adult at risk, please report your concerns to us or contact the appropriate safeguarding service.

You do not need to be certain that someone is at risk before raising a concern. If something does not feel right, please contact us and we can help you understand what support may be available.

Step 1 - You report the issue.
Step 2 - We assess the level of risk and urgency.
Step 3 - We contact you within our response target.
Step 4 - We agree the next steps with you.
Step 5 - You will have a named officer managing your case
Step 6 - We investigate and work with partner agencies where appropriate.
Step 7 - We keep you updated throughout your case.
Step 8 - We review the outcome with you before closing the case.

How We Prioritise Cases?

We assess every report individually and will always consider your personal circumstances when deciding how best to respond. Every report is assessed based on:

• Risk of harm 
• Vulnerability  
• Frequency  
• Severity  
• Impact on the victim 

Not all reports require the same level of response. Cases involving a higher risk of harm, significant vulnerability or serious impact will be prioritised and responded to more quickly. We will explain the priority given to your case and keep you updated on the next steps.

Our Response Times 

• High-risk cases responded to within 24 hours
• Routine cases responded to within three working days
• Cases have an action plan agreed within 10 working days
• Victims kept updated within the agreed timescale
• Hate incidents prioritised according to risk

When you contact us about anti-social behaviour or a hate incident, we will:

• Listen to your concerns and treat you with dignity and respect.
• Take every report seriously and assess the circumstances to understand the impact on you.
• Explain what we can do, what action we may be able to take, and where another organisation is better placed to help.
• Keep you informed about what will happen next and how we will communicate with you.
• Work with partner agencies, such as the police and support organisations, where appropriate to help resolve the issue.
• Support you throughout your case, taking a victim-centred approach and considering any vulnerabilities or additional support needs.
• Review your case before it is closed and explain the reasons for any decisions made.

Our aim is to provide a fair, consistent and resident-focused service that helps people feel safe in their homes and neighbourhoods. We regularly monitor our performance and use resident feedback to improve our anti-social behaviour service. 

Annual ASB performance data is published so residents can monitor our service standards and outcomes.

Not sure if your issue is anti-social behaviour?

If you're unsure whether what you're experiencing is anti-social behaviour, please contact us. We'll listen to your concerns, explain the options available and, if your issue falls outside our ASB service, help direct you to the most appropriate council service or partner organisation.

When you report anti-social behaviour (ASB), you do not need to have all the evidence before contacting us. We will listen to your concerns, assess the situation and advise you on any information that may help us understand what is happening.

Evidence can help us investigate incidents and decide what action may be appropriate. Where possible, please provide details such as:

• Dates and times – when incidents happened and how often they occur.
• Incident diary – a record of what happened, including how it affected you.
• Photographs or videos – where it is safe and appropriate to collect them.
• CCTV or other recordings – if available.
• Witness details – information from anyone who has seen or experienced the behaviour.
• Any relevant communication – such as messages or correspondence linked to the incident.

Please only collect evidence if it is safe to do so. Do not put yourself at risk or approach someone who you believe is causing anti-social behaviour.

Every case is different, and we will consider all available information when deciding the most appropriate way to respond. 

If you have reported Anti-Social Behaviour and feel the problem has not been resolved, you may be entitled to a multi-agency review of your case when certain thresholds are met.

Will the person causing the anti-social behaviour know that I reported them?

We understand that residents may be worried about what happens after they make a report. We will handle your information sensitively and will not share your details unless we need to do so as part of managing your case or where there is a legal reason to share information.

We will discuss any concerns you have about confidentiality when you contact us and explain how we will manage your report.

Can I report anti-social behaviour anonymously?

You can contact us for advice without giving your details. However, it can be difficult for us to investigate or take action without knowing who has been affected.

Where you provide your details, we can:

• Keep you updated about your report
• Understand the impact the behaviour is having on you
• Agree actions with you
• Offer support where needed

We will always handle your information in line with data protection requirements.

What information do I need to provide when I report ASB?

Please provide as much information as you can, including:

• What happened
• When and where it happened
• How often it happens
• Who is involved (if known)
• How it is affecting you
• Any evidence you have, such as diary records, photographs or witness details

You do not need to have all the information before reporting. We will help you understand what information may be useful.

How long will my ASB case take to resolve?

Every case is different, and the time needed depends on the circumstances, the level of risk, the evidence available and the action required.

We will:

• Explain how we are managing your case
• Keep you updated on progress
• Review actions with you
• Explain the reasons for any decisions made

Some cases may be resolved quickly, while others may require longer investigation or support from partner agencies.

What happens if there is not enough evidence to take action?

We understand it can be frustrating if we cannot take formal action. We will always assess the information available and consider the most appropriate response.

This may include:

• Providing advice and support
• Working with partner agencies
• Offering mediation
• Monitoring the situation
• Taking formal action where there is sufficient evidence and it is appropriate

We will explain our decisions and keep you informed.

Can someone report ASB on my behalf?

Yes. Someone can contact us on your behalf, such as a family member, support worker, advocate or another professional. With your permission, we can work with them to understand your concerns and provide appropriate support.

What if I am worried about my safety?

If you or someone else is in immediate danger, call 999.

If you have concerns about your safety, tell us when you report the issue. We will assess the risk and consider what support or action may be needed.

What is the difference between ASB and a neighbour dispute?

ASB generally involves behaviour that causes harassment, alarm, distress, nuisance or annoyance. A neighbour dispute may involve a disagreement between individuals that does not meet the threshold for ASB.

We will listen to your concerns and advise you on the best way to resolve the issue. In some situations, mediation or another service may be more appropriate.

What is ASB Case Review?

ASB Case Review gives residents the opportunity to request a review if they believe their ASB concerns have not been addressed appropriately.

The review looks at whether the relevant organisations have responded properly and followed their procedures. It does not replace the normal reporting process.

Can I report a hate incident if I am not sure it is a hate incident?

Yes. You do not need to prove that something was motivated by prejudice before reporting it.

If you believe an incident was related to race, religion, disability, sexual orientation, gender identity or another protected characteristic, we encourage you to report it.

We will listen, record your concerns and assess the appropriate response.

Please see below Policies and Related Documents:

Complaint Policy & Procedure? or Link?

• Anti-Social Behaviour Policy ( pdf - 349.78 KB )
• Privacy notice ( pdf - 92.46 KB )