Housing Ombudsman reports near fourfold rise in upheld antisocial behaviour complaints

New Housing Ombudsman figures show that upheld complaints about how social housing landlords in England dealt with reports of antisocial behaviour are nearly four times higher than five years ago. Cases where the Ombudsman found failings rose from nearly 160 in the year to March 2022 to more than 600 in the last financial year.

The Ombudsman said better access to the complaints process and the complexity of some antisocial behaviour cases were among the factors behind the rise. It said common reasons for upholding a complaint were poor communication, poor record keeping and landlords not using tools they should use, such as risk assessments or action plans. Where cases were not upheld, the Ombudsman said the opposite was often true.

The figures were illustrated by the experience of James, a tenant in a housing association property in North Devon. He said he had lived next door to two successive nightmare neighbours over seven years. He described loud noises through the night, banging on walls, police callouts, verbal threats and physical threats. After a new neighbour moved in, he said the problems continued, including knives being thrown out of people's windows.

Devon and Cornwall Police received more than 24,000 calls about antisocial behaviour last year. The force is increasingly using closure orders in more extreme cases. A closure order shuts a property by order of the courts and can give other residents immediate but temporary relief.

This year, James's neighbour was convicted of assaulting another neighbour, and police have charged her with harassing James. James has complained to the Ombudsman and is awaiting a determination. He said he no longer loves the house he once loved and fears that if things do not improve he will be the one who has to leave.

North Devon Homes, which provides James's home, said it takes all reports of antisocial behaviour seriously. It said it worked closely with agencies to provide support and take appropriate action. The landlord said cases involving people with severe and complex vulnerabilities can be particularly challenging and that it has to balance the needs and safety of everyone involved.

Housing associations say dealing with antisocial behaviour can be extremely difficult. The Ombudsman data suggests more tenants are now taking complaints about their landlord's response to the independent body, and more of those complaints are being upheld.