Landlords’ handling of antisocial behaviour (ASB) complaints is the focus of the Housing Ombudsman’s latest ‘learning from severe maladministration’ report.

The report highlights seven key areas the ombudsman says it is seeing connected to severe maladministration in ASB, including previously highlighted areas such as hate incidents and noise, as well as the use of risk assessments and action plans.

According to the ombudsman, failings in these cases show the significant human impact of ASB. One resident who experienced nightly noise made 115 recordings but met by limited and late responses by their landlord. In another case a resident whose windows were smashed waited 14 months for repairs. In a further case a landlord took 22 months to repair doors that could have reduced noise.

In a few cases, residents ended their tenancies after poor ASB handling – losing a home which was meant to be safe and secure.

This report includes the following landlords:

  • Dartford Council
  • Guinness Partnership
  • Hackney Council
  • Hexagon Housing
  • Luton Council
  • L&Q
  • Metropolitan Thames Valley
  • Peabody
  • Sanctuary
  • Tower Hamlets Community Housing
  • Waverley Council
  • Yorkshire Housing.

Richard Blakeway, Housing Ombudsman, said: “Like all tenures, ASB can happen. But because social tenants can move less easily, the importance of good neighbourhood management is even greater.

“This ensures the benefits of building strong roots in communities through longer tenancies does not tip into feeling trapped when there is ASB.

“This report asks why we repeatedly see similar failings. It provides an opportunity for landlords to reflect on the fundamentals of ASB: what is their role, how to manage expectations, and where to work with others.

“It offers 3 questions landlords to consider. What do hate incidents mean for social landlords? How to coordinate repairs and ASB handling more effectively? And what does good complaint handling look like in an ASB case?

“I have met with some inspirational practitioners working on ASB since our last severe maladministration report. Their openness around learning lessons and absence of defensiveness is positive. We also find fewer service failings in ASB cases than in other areas.

“Given the challenges and individual nature of each case, this is a considerable achievement. Landlords continuing to take lessons from our casework will benefit from seeing further improvements.”