This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman.
My neighbours are causing me problems with anti-social behaviour, and the council doesn’t seem to be doing anything about it. Can the Ombudsman help me?
In many cases, yes. But if your neighbours are tenants of a social landlord (such as a council or a housing association) you should complain to the landlord first and then, if the problem is not resolved, to the Housing Ombudsman Service. If your neighbours are not social housing tenants and you make a complaint to the council we can look at how the council responded to your reports of problems. Where complaints involve the actions of both the social landlord and the local authority, the Local Government and Social Care Ombudsman and the Housing Ombudsman may decide to carry out a joint investigation
Councils have duties to investigate excessive noise, anti-social behaviour, intimidation, drunkenness and petty vandalism affecting local communities, and they have powers to take action against people if their behaviour is unacceptable.
We consider whether the council has done something wrong in the way it went about dealing with your complaints about your neighbours and whether this has caused you problems.
How do I complain?
You should normally complain to the council first. This doesn’t just mean telling council staff about what your neighbours are doing. It means making a formal complaint about the council not taking any action even though you have asked for help. It is important to keep a note of each time you contact the council telling it about your neighbours' behaviour.
Councils often have more than one stage in their complaints procedure and you will usually have to complete all stages before we will look at your complaint.
Then, if you are unhappy with the outcome, or the council is taking too long to look into the matter – we think 12 weeks is reasonable – you can complain to us.
You should normally make your complaint to us within 12 months of realising that the council has done something wrong.
If you can consider my complaint what will the Ombudsman look for?
Some of the issues we can look at include the council:
- not sending anyone to visit you to find out about the problems
- asking you to fill in diary sheets but then doing nothing with them
- giving you an out-of-hours emergency number but nobody coming out to witness the nuisance
- accepting your neighbours were causing problems but not doing anything to stop them,
- not assessing the level of the noise when you complained
- applying conditions you must meet which go beyond what the law says
- not communicating properly about action it would or would not take, orfailing to properly consider all options, including its formal and informal powers.
What happens if the Ombudsman finds that the council was at fault?
We can recommend that the council investigates the issues you are complaining about and take action if necessary. This might involve: measuring the noise level, carrying out a proper investigation of your complaints, or reconsidering whether legal action should be taken against your neighbours.
We can ask the council to review its practices and procedures if it is clear they were not followed properly.
In some cases, we might ask the council to make you a payment for the additional distress and frustration you suffered as a result of the council's delay in taking action.
We will not be able to recommend the council moves your neighbours or starts legal action against them.
Example of a complaint we have considered
Mrs X and her partner, both pensioners, complained to the Council over many years about the antisocial behaviour of their neighbours, and their children. The behaviour included shouting, swearing, stone throwing, verbal abuse both in person and on social media, loud music, all day parties, and a dog barking.
When they gave the antisocial behaviour officer completed diary sheets, they were told this was not antisocial behaviour. The officer refused to look at the dozens of printouts they offered of abusive social media posts and were told this was for the police. No risk assessment of their vulnerability was done. After receiving further reports about the neighbours, the officer told Mrs X this was a difference in lifestyles.
Mrs X again contacted the Council for help when the neighbours asked others on social media to ‘deal with’ them, posting photographs of them and their house which led to threats. The officer again said this was for the police. After they suffered retaliation for making a report, the police took the neighbour to court for harassment. The court granted a two-year restraining order against the neighbour.
The antisocial behaviour officer finally carried out a risk assessment and decided their risk was low. The assessment said there was no history of intimidation or harassment, and Mrs X did not know the identity of the offender. Mrs X complained the officer failed to ask her these questions. The Council went on to warn the neighbour after a report of loud noise from late parties. It sent diary sheets for Mrs X to complete.
The neighbour moved out of the area two years after Mrs X’s first report.
We found the Council failed to:
• Accept it had a role in this case
• Investigate Mrs X’s reports
• Consider whether this was more than a simply a clash of lifestyles
• Investigate before deciding the neighbours’ acts were not antisocial behaviour
• Investigate whether the noise was a statutory nuisance
• Consider Mrs X’s evidence
• Do a risk assessment promptly and properly, as the one it eventually did had wrong information
To remedy the injustice caused, the Council apologised to Mrs X and her partner, paid £300 for the missed opportunity to have their reports properly investigated, along with the lack of support provided, and the time and trouble to which they were put. It also agreed to consider all evidence provided on future cases and review the vulnerability of victims throughout cases.
Other sources of information
Our fact sheet about noise nuisance may also be helpful.
You can contact the Housing Ombudsman Service at www.housing-ombudsman.org.uk/ by telephone on 0300 111 3000, or online at https://www.housing-ombudsman.org.uk/residents/make-a-complaint
The Citizens Advice website explains the options you have to pursue a neighbour nuisance complaint: www.citizensadvice.org.uk/housing/problems-where-you-live/neighbour-disputes
Our fact sheets give some general information about the most common type of complaints we receive but they cannot cover every situation. If you are not sure whether we can look into your complaint, please contact us.