Believing in accessibility for all

Staff with customer

The Good Neighbour Charter

The Good Neighbour Charter aims to prevent disputes, reduce anti-social behaviour (ASB), and promote positive relationships for stable, sustainable communities. It also sets out Wolverhampton Homes’ approach and limitations when responding to certain behaviours, helping manage expectations from the outset.

Our Approach to ASB

ASB covers a wide range of actions, legally defined as behaviour causing—or likely to cause—nuisance or annoyance. While the threshold is low, not all nuisance behaviour is classed as ASB. We focus on issues with significant impact, using legal tools only where necessary. For lower-level concerns, we encourage early, informal resolution and provide advice to prevent escalation.

Different Lifestyles and Disputes

  • One-off incidents: Often part of everyday life and best resolved through a friendly conversation
  • Neighbour disputes: Usually involve responsibility on both sides and are not automatically ASB. We offer practical advice and mediation
  • Significant impact: In terms of anti-social behaviour, a significant impact means the behaviour goes beyond being a minor nuisance and starts to seriously affect individuals or the wider community. Wolverhampton Homes uses this concept to decide when formal intervention is appropriate

Considering Individual Circumstances

We recognise that some people, due to their personal circumstances, may have less ability to cope with issues or tolerate certain situations. We are mindful of this and will factor it into our response—offering additional support, referrals, or tailored advice where appropriate.

Cooperation and Support

Resolving issues requires cooperation from all parties. Where reasonable requests are refused, our ability to assist may be limited. We consider personal circumstances and offer referrals or support where needed.

Action When Disputes Arise

We encourage neighbours to resolve issues directly first. If unresolved, we will:

  • Listen: Record details and confirm if the matter meets the ASB threshold
  • If ASB: Proceed with formal steps and keep you informed
  • If not ASB: Provide advice, guidance, and signposting to other support

Lower-Level Issues

For everyday concerns—such as noise, rubbish disposal, or use of shared spaces—we encourage neighbours to resolve matters directly where possible. Often, a friendly conversation can prevent escalation. Wolverhampton Homes will assess if this approach is appropriate and provide practical advice on how to start the discussion.

Other steps we may take include:

  • Offering mediation through an external provider
  • Asking parties to make reasonable changes
  • Exploring practical solutions

If all reasonable options are exhausted, we will explain when no further action can be taken. These situations rarely involve tenancy breaches or ASB, so legal action is unlikely.

Managing Complaints Where There Is a Breach

If evidence shows a tenancy breach, we will act based on its type and seriousness. For more details, see our Anti-Social Behaviour Policy and tenancy agreements:

Confidentiality

The Charter promotes open communication and informal resolution. We cannot usually assist if the complainant remains anonymous. In some cases—such as safeguarding or criminal matters—we cannot guarantee confidentiality, as we may need to share information with relevant agencies.

 

Community Living: How to Be a Good Neighbour

We ask all tenants to follow simple behaviours to maintain a safe, respectful environment. This includes:

  • Keeping communal areas clean and free of hazards
  • Disposing of rubbish correctly
  • Managing noise and DIY considerately
  • Respecting shared spaces and neighbours’ privacy
  • Supervising children and pets responsibly

By working together, we can create stronger, safer communities.