| Freebridge Community Housing

Anti-Social Behaviour (ASB) Policy & Procedure

Our Approach to Community Safety

Freebridge Community Housing is dedicated to fostering safe and supportive communities throughout West and North Norfolk. Our policy outlines our approach to managing anti-social behaviour (ASB), ensuring fairness, effectiveness, and a focus on the wellbeing of those affected.

We use a victim‑centred approach to address community safety issues.
We’ll help set realistic expectations about behaviour and what is not considered ASB.
We’ll give advice and guidance so residents can manage or resolve issues where possible.
We will work in partnership with Police, Local Authorities, Fire & Rescue, Health & Social Care agencies, and other organisations.

Confidentiality

We aim to keep complainants’ identities confidential where possible.

Anonymous complaints may be logged but only as “log only” if no investigation is possible.

Customer Responsibilities

Customers are expected to respect their neighbours and community.

We encourage you to:

Resolve issues directly when safe to do so
Be realistic about our role as landlord
Take responsibility for minor disputes
Maintain regular contact with us
Respect others’ lifestyles and reasonable disturbances
Cooperate in investigations (e.g. witness statements, court attendance)
Be considerate to neighbours
Not commit or allow ASB by visitors
Report crimes, harassment, domestic abuse, or ASB
Use evidence tools (like the Noise App)

You can report ASB or community safety issues using our online form.

Report ASB to us

You can also speak to us by phone or email. Call us on 03332 404 444 or email us [email protected]. In an emergency, please dial 999. You can also pop in and see us at our King's Lynn reception during our open hours: Freebridge Community Housing, Juniper House, Austin Street, King’s Lynn, Norfolk, PE30 1DZ

Partner links

ASB Help Norfolk Community Safety

What is ASB?

We follow the definition from Section 2(1) of the Anti-social Behaviour, Crime and Policing Act 2014;

Behaviour that has caused, or is likely to cause, harassment, alarm or distress.

Behaviour that causes nuisance or annoyance in relation to someone's home.

Behaviour that causes housing-related nuisance or annoyance.

What is not usually considered ASB

Some common complaints are not usually treated as ASB, such as:

Children playing, in their home, garden or communal areas at reasonable times of the day
Babies crying
Everyday household noise (TV, vacuum cleaners, washing machines)
DIY during reasonable hours
Dogs barking now and again
One-off parties or BBQs
Cooking smells or minor car maintenance
Boundary disputes, parking issues, or people being rude
Noise caused by disability or using mobility aids

However, we might investigate if the reporter is vulnerable.

Reporting ASB or Community Safety Issues

Reporting ASB or community safety concerns should be accessible to all.

Reports can be made via phone, email, website, portal, or in person.

Reports from third-party representatives are accepted for vulnerable individuals, with the residents’ consent.

We may investigate reports made to external agencies such as the police or local authority.

Criminal matters should also be reported to the police. In emergencies, contact the police on 999 (urgent) or 101 (non-urgent).

Interpreter services are available when needed.

If you are vulnerable, a third party can report on your behalf (with your permission).

If the issue is a crime or threat to life, contact Police on 999 (emergency) or 101 (non‑emergency).

We’ll aim to respond and explain if we can’t take action.

Email [email protected]
Phone: 0333 240 4444
Address: Juniper House, Austin St, King's Lynn PE30 1DZ
You can also report directly to your Communities Advisor
Report here online

Frequently Asked Questions

Enforcement

When needed, we may use:

Injunctions (with requirements or prohibitions),
Possession proceedings
Mandatory possession (Ground 7a, Housing Act 1988),
Eviction
or other agencies’ powers

Noise Nuisance

We often encourage residents to talk to the other party first (if safe).

To investigate, we may ask you to keep incident diaries or use approved noise apps.

We promote mediation and suggest also reporting persistent noise to your local authority under the Environmental Protection Act 1990.

Intervention and early access

We may use:

Interviews
Warnings (recorded)
Acceptable Behaviour Agreements (ABAs)
Good Neighbour Agreements (GNAs)
Mediation
Referrals to support services
Enforcing tenancy terms
Extending starter tenancies

Cannabis use

Use of cannabis in homes, gardens, or communal areas is illegal and breaches tenancy.

Action is taken only if there’s proof of use (not incense or vaping) and a clear nuisance/health impact.

We prefer to resolve these through non‑legal support first.

You should also report suspected illegal drug use to Police (101 or via their website).

Partner agencies powers

Community Protection Warnings/Notices
Closure Orders
Criminal Behaviour Orders

What is a hate crime?

A hate crime is any criminal behaviour that is motivated by hostility or prejudice towards someone because of who they are. This includes a person’s:

Disability
Race or ethnicity
Religion or belief
Sexual orientation
Gender identity (including transgender identity)
Age
Lifestyle or subculture (for example, how someone dresses, looks, or expresses themselves)

Hate incidents can be directed at a person, their home, or their belongings.

They can take many forms, including:

Verbal abuse or harassment
Physical assault
Damage to property (vandalism)
Offensive graffiti or written material
Threatening or intimidating behaviour
Abuse or harassment online or through social media

Our approach

At Freebridge, we take a zero-tolerance approach to hate crime and hate incidents. Everyone deserves to feel safe and respected in their home and community.

We work closely with partner agencies, including the Police, to take action where needed. This may include reporting incidents, supporting investigations, and taking tenancy enforcement action.

Getting help

If you are experiencing anti-social behaviour or hate-related incidents, please tell us. We are here to support you and will take your concerns seriously.

We can:

Listen and take your report in confidence
Help you access support services
Work with partners to take action
Keep you updated on what is happening

You are not alone – we will work with you to keep you safe.

Case management

In all cases we will:

Treat complainants fairly and with empathy
Triage reports and advise if they’re out of scope
Assign a lead officer
Contact you within 5 working days (or 1 day for serious cases)
Carry out a risk assessment if needed
Agree next steps with you
Keep you updated (usually every 2 weeks)
and Review actions at least every month

Closing cases

We may close cases when:

ASB did not happen or has stopped
All appropriate actions are completed
A more suitable agency is handling it
The complainant or witnesses don’t engage

Also if

You don’t provide needed information
There’s insufficient evidence
No further action is possible
The complaint is deemed malicious

We will always try to contact you before closing a case. If we can’t reach you, you’ll receive a written explanation.

Understanding Our Anti-Social Behaviour Policy

Everyone deserves to feel safe, respected and comfortable in their home and community. At Freebridge, we take reports of anti-social behaviour, harassment and hate crimes seriously. We work with customers, the police, local authorities and other partner agencies to investigate concerns, support those affected and take appropriate action where needed.

We understand that experiencing these issues can be distressing, which is why we're committed to listening, keeping you informed and helping to find solutions wherever possible. Our Anti-Social Behaviour, Harassment and Hate Crimes Policy explains how we respond to reports, the support available and what you can expect from us.

Watch our short video below to learn more, or read the full policy for detailed information.

ASB Policy

Page last updated 14 July 2026