Anti-Social Behaviour (ASB) and hate crime - council tenants and leaseholders

Our commitment to you

Guildford Borough Council is committed to ensuring that all tenants and leaseholders can enjoy their homes and communities peacefully, free from anti-social behaviour (ASB) and hate crime.

This page explains what ASB and hate crime are, how to report them, how we will respond, and the support available to you.

What we investigate

We respond to ASB and hate crime involving:

• council tenants or their household members
• behaviour in or around Guildford Borough Council properties or shared spaces

Examples include:

• harassment, intimidation, threats or violence
• persistent noise nuisance
• hate incidents or hate crime
• vandalism, drug misuse or illegal activity
• fly-tipping, graffiti, misuse of communal areas

We do not usually investigate:

• one-off parties
• minor lifestyle differences (e.g., cooking smells, children playing)
• general household noise or parking disputes (unless persistent and severe)

If you're unsure, report it. We'll assess whether it meets the threshold for action.

Noise nuisance

Noise complaints are one of the most common types of anti-social behaviour we receive.

For general advice on dealing with noise (e.g. loud music, parties, neighbour disputes), including how the Council can help and what you can do, visit our dedicated page.

If the noise is persistent and linked to other forms of anti-social behaviour (e.g. threats, harassment or drug use), please report it to your Estates Management Officer.

Understanding hate crime

A hate crime is any criminal offence believed to be motivated by prejudice based on a personal characteristic such as:

• disability
• race, ethnicity or nationality
• religion or belief
• sexual orientation
• gender identity

Hate incidents may not be crimes, but still cause distress and are taken seriously.

How to Report ASB or Hate Crime

You can report ASB or hate crime in the following ways:

• contact your Estates Management Officer
• call us: 01483 505050
• visit us: Millmead House, Guildford
• speak to your local councillor

In an emergency, always call 999.

How We Will Respond

• we'll assign a named officer and provide regular updates
• hate crime reports are treated as emergencies and offered a victim interview within 24 hours

How we help

• confidential investigation and risk assessments
• joint working with Police, Environmental Health and other agencies
• action plans and informal resolutions (e.g., mediation, warnings)
• legal action (e.g., injunctions, eviction) where needed
• focus on victim wellbeing and safeguarding

Support for victims

If you're affected by ASB or hate crime, we will:

• take your concerns seriously
• assess the impact and offer tailored support
• keep your details confidential
• provide extra home security measures if needed
• explore rehousing options in severe cases
• support you to report incidents or report anonymously via Crimestoppers (opens new window).

Working in partnership

We work with:

• Surrey Police
• community safety and safeguarding teams
• mental health and advocacy services
• multi-agency panels such as CHaRMM, JAG and the Safer Guildford Partnership

Together, we ensure a coordinated response that prioritises victim safety and holds perpetrators accountable.

Case closure & feedback

We close cases when:

• the behaviour stops
• there's no further evidence
• you request closure
• another agency leads the response

We'll explain the closure decision and monitor the situation for a short period if appropriate.

You'll be offered a feedback survey when your case is closed. Your views help us improve the service.

Not happy with our response?

If you're not satisfied:

• Make a complaint
• Request an ASB Case Review (Community Trigger) if you've reported 3+ incidents in 6 months
• Escalate to the Housing Ombudsman (opens new window)

More information

This service is aligned with:

• Corporate ASB & Hate Crime Policy (opens new window)
• Neighbourhood and Community Standard (opens new window)
• Housing Ombudsman Spotlight Report on ASB (opens new window)