Acting quickly when antisocial behaviour put customers at risk

Some antisocial behaviour cases need an urgent response because there’s an immediate risk of serious harm. In those situations, while we still need to understand the full picture, we may also need to act quickly to protect customers and the person causing concern. 

One case we recently managed showed how quickly that risk can grow. A customer who was going through a difficult time with their mental health became upset when the internet in their home wasn’t working. They set fire to a mattress and then left the property. As soon as we received reports about this, we made sure the fire brigade were called and the police attended.  

After the immediate issue had been dealt with, our Tenancy Management team assessed the case and decided it wasn’t safe for neighbours if the customer were to return home. One of our surveyors also assessed the property and found significant smoke damage, which also made it unsafe for the customer to live there. 

Firstly, we worked with social services and the local mental health team to move them to somewhere they could get the right level of care and support. Once this had been arranged, we arranged for the locks to be changed so the property could be secured and the risk to neighbours reduced while we applied to the court for an injunction with a power of arrest and an exclusion order.  

This was granted, meaning the customer couldn’t return to the property while the risk was being managed and repairs were being arranged. Neighbours now feel safer, knowing their homes were no longer at risk of situations like this and the customer received support that’s suited to their needs. 

This case shows why our response to antisocial behaviour must be flexible. Sometimes we need to act quickly. Sometimes legal action is the best next step. We also need to consider the reasons behind antisocial behaviour and use our relationships with local partner organisations to support our customers that are struggling. Whatever the situation, we’ll always do what we can to keep customers safe. 

Neal Ackcral, Hyde’s Chief Operating Officer, said:  

“When there’s an immediate risk of harm, customers need to know we won’t wait, but urgent action still needs to be careful action. We want to protect people quickly, while working with the right colleagues and partners to understand what support we can provide. 

“That can be a difficult balance. We might need to take strong legal action to keep neighbours safe but also make sure the person at the centre of the case isn’t left without help. In serious cases like this, we can do both to get the right outcome for everyone involved.” 

If you or anyone you know in our homes needs support, we have resources that can help. Find out more in our help and advice section.

If you need to report antisocial behaviour, please contact us through MyAccount or call 0800 3 282 282.