Summary of Your Homes
Newcastle’s Policy Guidance for
• About Your Homes Newcastle
• What is anti-social behaviour?
• Your Homes Newcastle’s policy guidance
• What you can expect from our service
• Partner organisations
• Anti-social behaviour and the responsibilities of tenant’s and residents
• Anti-social behaviour and your tenancy agreement
About Your Homes Newcastle
We are an Arms-Length Management Organisation (ALMO) responsible for
managing council homes on behalf of Newcastle City Council.
We currently manage approximately:
• 26,700 council homes on behalf of Newcastle City Council
• 1,800 homes on behalf of the Byker Community Trust
• 330 homes on behalf of Leazes Homes.
We also manage 1,500 leasehold properties on behalf of Newcastle City
Council and the Byker Community Trust.
Our statement of purpose is to:
• Enable positive living for people in our homes and neighbourhoods
Our objectives are to:
• Make tenant’s money deliver
• Create homes and neighbourhoods we can all be proud of
Our commitment to tackling anti-social behaviour
Dealing with anti-social behaviour, neighbour nuisance and annoyance
effectively is an important part of managing housing in Newcastle to help meet
our purpose and objectives, and is a priority for our tenants.
We believe that residents are entitled to live in well managed homes where
they feel positive about themselves and their communities. To achieve this
objective we are committed to working in partnership with other organisations
to reduce the level of crime, anti-social behaviour, neighbour nuisance, and to
support victims and to take action against those who cause problems in the
The behaviour of residents is regulated not just by law, but also by the
generally accepted belief that everyone can enjoy life in their own way,
providing they don’t unreasonably affect the lives of other people.
Simply reminding someone that their behaviour is upsetting their neighbour is
often enough to resolve any differences, and the action that Your Homes
Newcastle takes in respect of complaints about anti-social behaviour will be
governed by what we believe to be a reasonable to proportionate response to
any given situation.
Your Homes Newcastle’s resources to tackle anti-social behaviour
Your Homes Newcastle commits significant resources to tackle anti-social
behaviour to help deliver safer neighbourhoods to our tenants.
We provide the following services:
• Tenancy and estate teams based in our 5 main housing offices in the
City with a ‘patch’ officer dedicated to each neighbourhood
• Specialist Housing, Anti-social Behaviour & Enforcement Team
(HASBET) to manage the more serious anti-social behaviour
• A Victim Support worker seconded to and co-located with the HASBET
team to provide specialist support to victims of anti-social behaviour
• Access to a free mediation service called UNITE
• A specialist team to co-ordinate our response to victims of domestic
abuse co-located with the HASBET team
• Our Concierge service to residents of multi-story accommodation
including a rapid response service operating outside of day time office
• A Family Intervention Project offering support to challenging families to
change their behaviour through intensive support
What is Anti-Social Behaviour?
The Anti-social Behaviour Crime and Policing Act 2014 defines anti-social
‘Conduct that has caused, or is likely to cause’ harassment, alarm or distress
to any person’
‘Conduct capable of causing nuisance or annoyance to a person in relation to
that person’s occupation of residential premises’
‘Conduct capable of causing housing related nuisance or annoyance to any
(Anti-social Behaviour Crime and Policing Act 2014)
We consider that anti-social behaviour constitutes a wide variety of activities
that may cause nuisance and annoyance to others, and are unreasonable.
Anti-social behaviour includes, but is not limited to the following:
• Domestic abuse;
• Physical violence;
• Hate Crime;
• Verbal abuse or other threatening and/or abusive behaviour including
behaviour towards YHN & City Council staff;
• Drug and alcohol abuse causing anti-social behaviour;
• Involvement with illegal drugs;
• Playing music loudly or making excessive noise;
• Not keeping pets under control, including fouling & aggressive animals;
• Fly tipping, dumping rubbish and setting fires;
• Damaging or neglect of property and garden;
• Illegal or immoral use of a property;
• Indulging in any activities which would reasonably be considered causing
nuisance and annoyance to others;
There are certain types of behaviour that we would not consider anti-social
behaviour, for example where we cannot reasonably take any action to
resolve a situation or the incident is isolated and of a short duration. We may
however offer our mediation service to resolve differences between
neighbours where we do not consider the behaviour to be unreasonable or
Examples of types of behaviour we would not consider unreasonable or anti-
social behaviour include but are not limited to:
• Children playing
• Young children crying
• Disputes about car parking
• A dog barking or any other noise that is of short duration and/or an
• DIY activities during reasonable times of the day
• Any other activity that would be considered reasonable
YHN’s policy guidance
YHN’s policy and procedures have been shaped by best practice and the
various legislative Acts of Parliament that govern the way in which social
Examples of best practice are:
• ASB Crime & Policing Act 2014 statutory guidance for front line
• Home Office ‘Effective case management principles for anti-social
• Chartered Institute of Housing (CIH) ‘Respect Charter’
Our procedures have also been developed in conjunction with tenants with
the help of our Customer Involvement Team pro-actively using customer
feedback, forums and journey mapping to continually improve the service.
Effective case management underpins all our activity to deal with anti-social
behaviour effectively, starting from when a complaint is first received until the
matter is resolved. The welfare, safety and well-being of victims whose
complaints form the basis of any action that we take are our main
consideration at every stage of our process, and we endeavour to provide a
fair and consistent service to tenants, taking reasonable and proportionate
action to tackle anti-social behaviour.
This is why we are committed to completing mutually agreed case action
plans and welfare risk assessments with victims that form the heart of our
anti-social behaviour processes.
Our response to complaints about anti-social behaviour will always be
reasonable and proportionate, and while we will always take into account the
complainant’s views we cannot guarantee that the action we take will always
be what the complainant wants. We will strive to deliver the appropriate
proportionate response to stop any unreasonable activity through the tools
and powers available to us as a social landlord, and by working in partnership
with other agencies.
The range of tools and powers that we use to deal with anti-social behaviour
include, but are not limited to:
• Effective early intervention using a combination of warnings and
Acceptable Behaviour Agreements through the City’s escalation
process the Newcastle graded response
• Offering a free mediation service where appropriate so that
residents can resolve their differences amicably
• Co-ordinated partnership working with Northumbria Police and the
City Council to target repeat offenders quickly
• Using injunctions to protect vulnerable victims and our staff to stop
offending in cases of serious anti-social behaviour
• Issuing possession proceedings and evicting tenants where the
anti-social behaviour is very serious, or criminal activity has been
proven in another Court, or where a Court Order or Environmental
Protection Act notice has been breached
• Supporting our partners such as the Police and City Council to
secure Criminal Behaviour Orders and Closure Notices/Orders
• Pro-actively using publicity to boost public confidence that we will
not hesitate to take firm action against anti-social behaviour and to
make sure that communities are clear about enforcement penalties
• Provide appropriate support to individual victims through our Victim
Support specialist worker
• Have clear standards in relation to anti-social behaviour so that
service users are clear about the service they can expect from us
While the overall aim of our policy guidance is to put a stop to the anti-social
behaviour and reduce the risk of tenancies failing, it is recognised that
unfortunately not every tenancy will be sustainable. There will be
circumstances where serious anti-social behaviour is associated with a
particular tenancy and/or individual.
Where, after considering the rights and safety concerns for the local
community with the offenders position, it is judged by officers from Your
Homes Newcastle that the behaviour is so serious and/or having an adverse
impact on other residents and/or the wider community, immediate
enforcement action may be taken to protect victims and the community.
Our partner organisations
We work in partnership with others to maintain a safe environment for our
tenants to live in. Examples of partners we work with are:
• Northumbria Police
• Newcastle City Council’s Public Health teams
• Newcastle City Council’s Adult Services
• Newcastle City Council’s Children’s Services
• Youth Offending Team
• National Probation Service and the Community Rehabilitation
• Victim Support
• Primary Care Trust and other health professionals
• Mediation providers
• Other social landlords
We share information with our partners in accordance with relevant legislation
such as the Data Protection Act 2000 and the Crime and Disorder Act 1998 to
help protect vulnerable victims and detect, prevent and take coordinated
action against, crime and anti-social behaviour.
What you can expect form our service if you complain about anti-social
The service you receive will be:
• fair and unbiased
• efficient; and
• appropriate to any special needs you may have
When offering our services we will treat everyone equally, no matter what
their personal characteristics (for example race, disability, sex, age, sexuality
or religious beliefs).
• When you contact Your Homes Newcastle to report antisocial behaviour,
we start an investigation within a set time (see ‘response times’ below)
• At the start of our investigation, we will agree an action plan with you so
that you understand what we can do, and what you are expected to do
• We will tell you the name of the housing officer who will investigate with
• After we have completed an initial investigation into your complaint, we
− tell you about any action we will take to deal with the problem; or
− tell you why we are not able to take action
If we need you to fill in diaries to record incidents of anti-social behaviour,
we will explain how you must do this. We will also agree with you the
timescale that you should complete the diaries, and after this time we will
review them with you. If they are useful, we may ask you to continue
We will not reveal your identity unless you agree that we can
We will contact you regularly to keep you up to date with the steps we
are taking to deal with your complaint. We will do this by letter, e-mail or
phone, or by visiting you. We will agree with you how regular the contact
We will contact the person you say has carried out the antisocial
behaviour within five working days of our initial interview with you. This
will help us investigate your complaint. We will seek your agreement
before doing this. In certain circumstances it may not be appropriate to
contact them and we will explain the reasons for this to you
We will take the lead, and work with other agencies, to deal with any
problems. Examples of other agencies are the City Council, Victim
Support and Northumbria Police
We will tell you what support we and other agencies can give you.
Examples of other agencies are Victim Support and Mediation
We understand that you may not feel able to give evidence in court. If
this happens, we will try to use the evidence that other people, such as
Housing Officers and Police Officers have gathered. We will discuss what
this means with you
If you are willing to be a witness and give evidence at court, we will give
you support before, during and after any legal proceedings
We respond to all incidents of antisocial behaviour that are reported to us
according to their seriousness, and the most serious are referred directly to
our specialist anti-social behaviour team HASBET.
If an incident is made up of several different types of antisocial behaviour,
Your Homes Newcastle will respond to the complaint according to the most
serious type of behaviour.
To help determine the most serious types of anti-social behaviour complaints,
we use 3 categories as follows:
Personal harm – response the next working day
This is for the most serious types of antisocial behaviour which will be referred
directly to our HASBET team. For example:
• Verbal abuse, harassment, intimidation, threatening behaviour
• Hate-related incidents (based on a person’s personal characteristic such
as sex, race, sexuality, disability, religion or age)
• Domestic violence, abuse
• Other physical violence
• Abuse and threats to staff
• Any other type of anti-social behaviour involving personal harm
Community harm – response within 3 working days.
These complaints will be managed initially by our Tenancy and Estate
Management. For example:
• Vandalism and damage to property
• Alcohol-related incidents
• Drugs, substance misuse, drug dealing
• Prostitution, sexual acts, kerb-crawling
• Other criminal behaviour
Environmental harm – response within 5 working days.
These complaints will be managed initially by our Tenancy and Estate
Management. For example:
• Pets and animal nuisance
• Nuisance from vehicles
• Litter, rubbish, fly-tipping
• Garden nuisance
• Misuse of shared areas and public space, loitering
YHN’s anti-social behavior policy and the responsibilities of tenants and
All tenants of Your Homes Newcastle, Byker Community Trust & Leazes
Homes have signed a tenancy agreement which sets out their responsibilities
Where we consider you, or occupants or visitors to your home to be…
• Behaving in a way that causes nuisance and annoyance to other
• Behaving in a way that causes harassment, alarm and distress to other
• Behaving in a adversely affecting the Council’s housing management
function including threats and abuse to staff anywhere in the City
…we will take action against you.
We are committed to working in partnership with other agencies such as
Northumbria Police and Newcastle City Council when responding to anti-
Through the City’s graded response escalation process we will use a series of
proportionate warnings and Acceptable Behaviour Agreements if we believe
that your behaviour is anti-social.
However in serious and/or repeat cases our action may involve an immediate
application to the Courts for an injunction and/or possession of your home. In
very serious cases of anti-social behaviour we may take this action without
any further warning to you.
The following are conditions of the Newcastle City Council, Byker
Community Trust and Leazes Homes Tenancy Agreement
Nuisance and annoyance to other residents
You must make sure that you, and people living in or visiting your home, do
not cause nuisance or annoyance, or do anything likely to annoy or cause
nuisance or annoyance, to:
• any person living or working in the local area;
• any person who lives in a council house; or
• any other resident
• any of our employees or any person acting for us.
You must make sure that you and any people living in or visiting your home
keep any pets or other animals under control so that they do not annoy your
neighbours and/or cause a nuisance.
You risk losing your tenancy if you cause nuisance and annoyance to others.
You must make sure that you and the people living in or visiting your home
• using the premises, or allowing them to be used, for illegal or immoral
• committing any arrestable offence in the local area around the property
• convicted of a criminal offence
• convicted of an indictable offence which took place during, and at the
scene of, a riot anywhere in the United Kingdom
Should you be convicted of a criminal offence that took place in the locality of
your home you will have breached your tenancy agreement and we will
consider applying for possession of your home.
We will consider applying for mandatory possession of your home if you:
• Are convicted of a serious criminal offence (as defined by the Anti-
social Behaviour, Crime and Policing Act 2014)
• Breach a Criminal Behaviour Order
• Breach a Civil Injunction
• Breach a notice served under the Environmental Protection Act such
as a Noise Abatement Notice
• A Closure Order is secured against your home
You must make sure that you do not make your partner leave the property
permanently because you are abusive, violent or threaten violence to her or
him or to members of her or his family who live in the property.
Damage to property
You must make sure that you and any person living in or visiting your home
do not damage or remove any property we own, or try to do so.
Hate crime and harassment
You must make sure that you, or people living in or visiting your home, do not
harass, annoy, threaten or cause a nuisance to anybody because of their
personal characteristics including a person’s personal characteristic (such as
sex, race, sexuality, disability, religion, age or any other personal
You must make sure that you and/or people living in or visiting your home do
not encourage any other person, including children, to cause nuisance and
annoyance to other people.
Anti-Social Behaviour Policy Statement and Your Tenancy Agreement
You and/or any other person residing at and/or visiting the property
(Newcastle City Council, Byker Community Trust or Leazes Homes
tenancy) must not behave or threaten to behave in a way that causes, or
is capable of causing nuisance, annoyance, harassment, alarm or
distress to your neighbours, and/or anyone working lawfully in or
visiting the area, for example, Your Homes Newcastle staff, Contractors,
City Council workers, guests of neighbours or anyone else.
You and/or any other person residing at and/or visiting the property
must not use your home for immoral or unlawful purposes.
You are responsible for your own behaviour and for that of anyone
including children living or visiting your home, whether permanently or
temporarily. For the avoidance of doubt, clauses below apply to adult
children, lodgers, licensees, sub-tenants, other adult members of your
household, children under 18 and visitors to the property.
Newcastle City Council will consider issuing possession proceedings
against you should you, other people living with you, and any visitors to
a. behave in a way which causes, or is capable of causing a nuisance or
annoyance or disturbance to people living, visiting or working in the
locality of your home
b. act in a way which is likely to cause, or be capable of causing a
nuisance or annoyance or disturbance to people, living, visiting or
working in the locality of your home
c. harass, abuse or threaten people living, visiting or working in the
locality of your home
d. damage, misuse or dump rubbish in gardens, communal areas,
corridors, stairwells, shared entrances, play areas or anywhere else
including any other property owned by the Newcastle City Council.
Harassment, alarm and distress includes but is not limited to:
Violence or threats of violence towards any person including other
residents, Your Homes Newcastle employees, agents and contractors of
the City Council.
Abusive or insulting words or behaviour towards anyone else.
Damage or threats to damage to another person’s property or home.
Writing threatening, abusive or insulting graffiti.
Any interference with the peace or comfort of any other person.
Hate crime and/or harassment (including harassment because of any
personal characteristic including sex, gender, race nationality, ethnic
grouping, religion, sexuality, physical disability, learning disability, sub-
culture or because they have HIV/AIDS.
Nuisance and annoyance includes but is not limited to:
arguing and/or shouting
dog barking and fouling
being drunk and disorderly
being under the influence of drugs
untidy gardens and/or properties
running a business without permission from Your Homes Newcastle
You and/or anyone living at and/or visiting your home:
Must not use your home for any illegal or immoral purposes such as
selling drugs, possessing drugs, storing drugs or stolen goods or
Must not undertake any illegal or immoral act such as selling drugs,
possessing drugs, storing drugs or stolen drugs or prostitution in the
locality of your home.
Must not commit an arrestable offence in, or within the locality of your
Must not take part in a riot, and/or be convicted or any offence in
connection with rioting anywhere in the United Kingdom.
Must not inflict violence or threaten violence against any other person
either living with you or in another Council home. You must not harass
or use physical, mental, emotional or sexual abuse against anyone
residing in, visiting or otherwise engaged in a lawful activity within the
Who to contact at Your Homes Newcastle about anti-social behaviour?
Byker Housing Office Tel: 0191 278 1555
East End Customer Service Centre Tel: 0191 278 1566
Walker Customer Service Centre Tel: 0191 278 8455
West End Customer Service Centre Phone: 0191 277 1484
Outer West Customer Service Centre Tel: 0191 277 7940
North Kenton Customer Service Centre Tel: 0191 277 4360
Housing, Anti-social Behaviour and Enforcement Team (HASBET) can
be contacted as follows.
FAO The Anti-social Behaviour Manager
Housing Anti Social Behaviour and Enforcement Team
YHN House, Benton Park Road
Newcastle upon Tyne, NE7 7LX
0191 278 8740 (or 0191 278 8600 outside office hours)
0191 278 8758
By e-mail email@example.com