Introduction
We often talk about ASB in terms of crime, disruption, or nuisance — but we rarely talk about the words used when someone asks for help. Language has the power to validate or invalidate, support or dismiss. In this blog, we hear directly from someone affected by ASB about how the words used by practitioners shaped their experience.
This is the experience of Bill (not their real name). Bill came to us for advice back in September 2024 and has continued to use their voice in hopes of improving outcomes for other victims of ASB.
Table of contents
Background
Bill has been experiencing anti-social behaviour from their upstairs and downstairs neighbours for years. Upstairs, their neighbour causes disruptive behaviour, playing loud music excessively, day and night. Downstairs, their neighbour renovates furniture, using power tools and causing excessive noise frequently.
Bill started reporting these incidents to their housing association back in 2020, but to no avail. Following one report, Bill was visited by three Enforcement Officers unannounced. Bill felt intimidated by this and would not let the officers inside his home. The officers then questioned Bill on the landing of the building in front of his neighbours and identified him as the complainant. Bill felt this had put him in danger as he feared retaliation from his neighbours.
The impact
We asked Bill how this interaction with the Enforcement Officers impacted him:
It was devastating.
They tried to harass their way into my home unannounced (“because of the anti-social behaviour complaints you have been making”) and when I refused entry, they loudly identified me as an ASB complainant to my neighbours in the public area of the building, including the ASB perpetrators.
Then, when I asked them to stop, as people were coming and going around us, they loudly discussed the case histories between themselves and announced to the building that they would not be taking action.
I was humiliated and terrified.
It was from this point that I started staying away from the building and staying overnight and for longer with family and friends, which has continued to this day (I am preparing to stay away again at the moment).
I have complained to the Housing Ombudsman about this incident and the history of ASB mismanagement on the part of the landlord and asked the Ombudsman to formally investigate on the advice of my council.
These enforcement officers broke the law, threatened my safeguarding and destroyed my security.
Speaking with Bill, he explained how different agencies treated him in different ways:
My housing association was dismissive, patronising, gas-lighting and unhelpful. The impression from the beginning of reporting the ongoing anti-social behaviour at my property (which has been going on for years and is continuing today – as I type this it is like a nightclub in the flat above me) was that it was an inconvenience for the landlord to have to deal with it.
This came through (and continues to come through today) in their emails and telephone communications, in stark contrast to the touchy-feeling language they deploy on their website.
My council officers (and councillors), in contrast, were helpful, down-to-earth and responsive, operating on a human level.
My local MP and his case worker were also very supportive, helpful and supportive.
Finally, I received therapy recently as a result of the impact of the ASB on my life (it destroyed it), and the NHS counsellor who worked with me over six weeks was fantastic and kept me alive.
We gave Bill a sneak peek at our practitioner’s guide before its release. We wanted to ensure that our guide reflected the thoughts and feelings of real victims of anti-social behaviour. Here is what Bill had to say about our guide:
This is good.
Reading through the draft was like reading my experience with my housing association relayed back to me, phrase by over-familiar phrase.
It is precise and helpful.
A bit of advice
Finally, we asked Bill if he had any advice to practitioners about communicating with victims of anti-social behaviour effectively:
Listen to what the victims say and communicate with/talk to them on a human level. It is terrifying and soul-destroying to be a victim of ASB, and when you are, you feel desperate, self-destructive and frightened.
Conclusion
Bill’s experience is just one of many. Naturally, we may not always be able to resolve a situation immediately, but we can always choose to respond to victims with empathy and care. Bill’s experience highlights the importance of getting communication right. With tools, training, and a proactive/positive approach, we can collectively contribute to a more supportive, trauma-informed approach to anti-social behaviour.