Summary: Ms X complained the Council did not take appropriate action following her reports of anti-social behaviour. We found the Council at fault for failing to respond to her anti-social behaviour (ASB) case review application within its published timescales, failing to provide timely updates or progress the agreed actions, and complaint handling. These faults caused Ms X avoidable frustration and uncertainty. The Council will apologise, make a symbolic payment, and ensure there is a system in place to monitor and progress agreed actions.

The complaint

1. Ms X complains the Council did not take appropriate action following her reports of anti-social behaviour and harassment by her neighbour.
2. Ms X says this has had a significant impact on her wellbeing and caused her distress.

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The Ombudsman’s role and powers

3. We investigate complaints about ‘maladministration’ and ‘service failure’. In this statement, I have used the word fault to refer to these. We must also consider whether any fault has had an adverse impact on the person making the complaint. I refer to this as ‘injustice’. If there has been fault which has caused significant injustice, or that could cause injustice to others in future we may suggest a remedy. (Local Government Act 1974, sections 26(1) and 26A(1), as amended)
4. If we are satisfied with an organisation’s actions or proposed actions, we can complete our investigation and issue a decision statement. (Local Government Act 1974, section 30(1B) and 34H(1), as amended)

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How I considered this complaint

5. I considered evidence provided by Ms X and the Council as well as relevant law, policy and guidance.
6. Ms X and the Council had an opportunity to comment on my draft decision. I considered any comments before making a final decision.

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What I found

Legislation and Guidance

ASB

7. Councils have a general duty to tackle anti-social behaviour (ASB). But ASB can take many different forms; and when someone reports a problem, councils should decide which of their powers is most suitable.
8. For example, they may approach a complaint using their powers under the Anti-social Behaviour, Crime and Policing Act 2014.
9. The 2014 Act introduced six powers for agencies involved in tackling ASB. These are the power to issue a community protection notice (CPN) or a criminal behaviour order (a court order made following a conviction).

ASB case reviews

10. The 2014 Act also introduced a mechanism for alleged ASB victims to request a review of the handling of their case by the ‘relevant bodies’. Under the 2023 ASB Action Plan, the Government ‘relaunched’ the review process in an effort to increase awareness of it, and to ensure it is used robustly.
11. The relevant bodies for the ASB case review process are the local council, police, NHS, and social housing providers. They should agree a local review policy, which will set a threshold at which complainants can request a review.
12. When accepting a review request, the relevant bodies should discuss the case together and share information (they may need to obtain the complainant’s permission to do this). They should consider any action they have previously taken, and whether they require any further information, and propose a response. If they consider there is further work to be done, they should make recommendations and agree an action plan. They should then share the outcome of the review with the complainant.
13. The ASB case review process should be as follows:
• having reported ASB, and not being satisfied it has been resolved, the victim submits an ASB case review application to one of the relevant bodies;
• the relevant body or bodies consider whether the application meets the threshold for a review. If not, they write to the victim and explain why;
• if so, the relevant bodies convene a review meeting. They consider the actions which have been taken so far, and identify whether any further action is appropriate, and/or whether the victim should be provided with additional support. They create an action plan if appropriate;
• in most cases the victim should be invited to attend the review meeting. Either way, the relevant bodies should confirm to the victim the outcome of the review. In doing so, they should inform the victim of their right to appeal the outcome;
• any action plan is implemented.

Lambeth ASB review policy

14. The policy states “If you have reported the same issue on three separate occasions within the past six months to either the Police, the Council or your housing provider, and feel no action has been taken, you can request a review called the ASB Case Review.”
15. The ASB Case Review is a process used to ask agencies to review their response to anti-social behaviour or hate incidents that have been reported. It is not a complaints procedure.

What happened

16. Ms X has previously made numerous reports of ASB against a neighbour due to experiencing excessive noise and harassment. Due to ongoing concerns, she requested an ASB case review by the Council.
17. In August 2024, Ms X submitted two ASB case review forms through the Council’s website. An automatic acknowledgement advised the Council would respond within three working days if the application met the criteria for review.
18. In September, Ms X complained to the Council. She said she had not received a response within the timeframes stated in the acknowledgment email. She said she had also contacted the Council for an update and was advised to pursue the matter through the complaints process.
19. The next day, the Council invited Ms X to attend a multi-agency ASB case review meeting the following working day. Ms X confirmed she would attend.
20. At the meeting, Ms X says she was told an action plan would be shared with her.
21. A week later, Ms X emailed the Council with an update that the police had issued her neighbour a Community Protection Notice Warning (CPW). She also said that due to her continued reports, they had now received a Community Protection Notice (CPN). The Council did not respond.
22. In January 2025, Ms X escalated her complaint. She said:
• She had not received any outcome or update on the agreed actions.
• She had since found out the Council had allocated a new caseworker without informing her that the previous officer had left three months earlier.
23. In February, Ms X emailed the Council about further noise nuisance. She also provided a police reference number as she considered the incident to be a breach of the CPN in place.
24. Later that month, a senior Council officer contacted Ms X and asked for an update on the current ASB situation. Ms X was unable to speak at this time and said she would call back soon.
25. When Ms X called the Council, it offered to install a recording decide for the noise. She explained it is difficult to record loud music as its mostly vibrations affecting her property.
26. In March, Ms X emailed the Council. She said the neighbour had breached the CPN twice and asked the Council for an update on any action it had taken.
27. At this stage, Ms X complained to us. We contacted the Council to see whether it had issued its final response.
28. In May, the Council issued its final response to Ms X's complaint. It apologised for the lack of communication and delays in responding to her ASB concerns. It acknowledged it had not provided updates on the case and accepted Ms X had experienced difficulties contacting the service. It said the team had resumed work on the case.
29. The tenancy enforcement team also contacted Ms X. It apologised for the delay in completing the agreed actions and provided an update on each element of the action plan agreed in September 2024. The previous ASB case review chair also proposed a new case review meeting be arranged due to the elapse of time since the first one.

Council response to enquiries

30. The Council said there was no intentional delay to the progression of Ms X’s case. It said there was ongoing communication with Ms X. It also said once the CPN was issued, any further breaches were reported directly to the police. The Council would then review the outcome and consider any subsequent action.
31. It also said Ms X’s complaint was appropriately passed to the correct team and the responsibility for responding to the complaint sat with the enforcement team.
32. The Council sent Ms X a letter with a copy of the action plan and said that due to the time elapsed it recommended a further ASB case review meeting.
33. The Council also told us the case has since been heard at court, and an interim injunction order granted. It also said a full trial is listed for 2026.

My findings

ASB Case review

34. The Council's ASB case review process states it will consider applications and inform applicants whether they meet the criteria for review within five to ten days. Ms X received no response after submitting her applications in August 2024 until she complained in September. The Council has not provided evidence it responded to Ms X within the timescales. Its failure to respond in line with its policy was fault.
35. Following Ms X's complaint, the Council arranged a multi-agency ASB case review meeting in September 2024, at which an action plan was agreed. However, there is no evidence the Council provided Ms X with any updates on the progress of those actions. Ms X says she first had sight of the action plan in May 2025, and the Council's response to her complaint confirms it was not shared with her at the time. The Council's letter of May 2025 included an apology for the delay and an invitation to a further meeting because of the time that had elapsed. I am satisfied the action plan was not shared with Ms X and the Council failed to provide updates on progress against the agreed actions.
36. I acknowledge the Council's explanation that, once a CPN was in place, any subsequent breaches were reported directly to the police by Ms X. However, in the Council’s response it listed responsibility included confirming whether the CPN warranted eviction proceedings, proceed with housing transfers and maintain communication with Ms X around case progression. Therefore, this did not remove the Council's responsibility to keep Ms X informed about the outcome and progress of the ASB case review. This was fault and caused Ms X avoidable frustration and uncertainty.

Complaint handling

37. I also acknowledge the Council's explanation that Ms X's complaint was passed to the appropriate team. However, regardless of its internal arrangements, the Council remained responsible for ensuring Ms X received a timely response. Ms X escalated her complaint in January 2025 but did not receive a final response until May 2025. In the Council's complaints policy, it states it will respond within 20 working days. The Council took significantly longer than this and has provided no satisfactory explanation for the delay. This was fault.
38. These faults caused Ms X significant avoidable frustration, time and trouble pursuing updates, and uncertainty over whether appropriate action was being taken in response to her reports of ASB.

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Action

39. To remedy the injustice caused by the above faults, within four weeks, the Council will:
• Provide Ms X with an apology for failing to respond to her ASB case review within published timescales, failing to provide updates on the outcome of the meeting and delays in its complaint response.
• Pay Ms X £150 to recognise the avoidable distress and frustration caused by these faults.
• Pay Ms X £100 to recognise the time and trouble she was put to in pursuing the complaint and seeking to have these matters resolved.
40. Within three months, the Council will ensure there is a system in place to monitor, and progress agreed actions from ASB case review meetings and remind relevant officers of the importance of providing updates.
41. The Council should provide us with evidence it has complied with the above actions.

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Decision

42. I find fault causing injustice. The Council has agreed actions to remedy injustice.

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Investigator's decision on behalf of the Ombudsman