Good Neighbourhood Management Policy

1.  Introduction

1.1   We want our customers to live on estates and in neighbourhoods that are safe, diverse and vibrant. This policy provides a clear framework for dealing sensitively and proportionally with behaviours, that are not Antisocial Behaviour (ASB), and therefore unlikely to be a tenancy breach, but things that may require a different response from us as a landlord. Where the behaviour is not ASB, we will not seek to apportion blame, nor will we be likely to consider any of our legal tools which are available to use in ASB cases. 

Although some behaviours are not ASB they can still cause a great deal of upset and frustration to customers, creating tensions between neighbours and wider communities. Whilst we may be limited in our responses, this policy is designed to lead to better outcomes and set out how we may be able to assist.

1.2  Norwich City Council acknowledges our responsibility to manage and enhance the neighbourhoods where our housing is located. This policy outlines the steps that Norwich City Council will take maintaining and improving neighbourhoods and provides an overview of other council policies which contribute towards safe, diverse and vibrant neighbourhoods. 

2.  Aims and objectives

2.1  This policy applies to our housing areas and spaces shared between Norwich City Council and other housing providers such as communal areas or green spaces in housing areas. Where we refer to an estate, it may mean houses with shared communal areas or a block (or blocks) of flats or a mixture of both.

2.2  This policy provides information for residents, colleagues and partners about how we approach neighbourhood issues which are not antisocial behaviour but still require a landlord response. This includes how we manage our estates to ensure they are maintained to a high standard.

2.3  Our aims of this policy are:

  • Ensure that all customers are aware of their respective responsibilities.
  • Working in partnership with other agencies such as the Police, Environmental Health Social Services and Local Authorities to provide safe, clean and sustainable neighbourhoods.
  • Provide good housing management services so our neighbourhoods are well managed and maintained where all residents feel safe and proud to live there.
  • Encourage customer engagement in the management of our neighbourhood.

3.  Our approach

3.1  Behaviour that causes nuisance to others can often fall within two distinct categories: Anti-Social Behaviour (ASB) and non-ASB nuisance. 

Although the impact on others may be similar, the causes of such issues will differ and therefore require a separate response by Norwich City Council. Antisocial Behaviour will be managed under our ASB Policy. 

3.2  Norwich City Council believe all residents should be afforded peaceful enjoyment of their home. We understand that when residents’ behaviour causes nuisance and annoyance to others, it can have a significant impact on both individuals and communities. Norwich City Council are committed to identifying the root cause of issues and addressing them fairly and appropriately.

3.3  Every person has different tolerances, expectations and perceptions when deciding a behaviour is or is not appropriate. This means that some people will see certain behaviour as ‘antisocial’ even if the behaviour may be considered reasonable. Some behaviour may impact a customer but there is no intention by the other customer to offend / cause harm or upset and therefore may not be considered as unreasonable. 

Examples of behaviour which we do not consider to be ASB include but are not limited to:

  • Parking disagreements (if the other driver is parking in accordance with all contractual/legal requirements)
  • Cooking smells
  • Cultural differences
  • ‘Dirty looks’
  • The positioning of refuse bins
  • Personal dislikes
  • Personal relationship breakdowns
  • Children falling out with each other.
  • Isolated incidents of loud music
  • General household or living noise (babies crying, children playing, people talking and walking in their homes, closing doors and windows, vacuuming, and using white goods, DIY, working from home in a computer-based role)
  • Isolated incidents of loud shouting and arguing
  • Motorbike/car engines starting/running

4.  How we can help

4.1  We will ensure customers have the information they need to manage neighbourhood issues (including their communication with their neighbours) and where required, know how to inform us regarding an escalation of the issue. This information is available on our website. We will fund mediation services where communication has broken down between residents. There may be times where we refer to and consult partner agencies, with permission, to share information and identify the best possible support and guidance.

4.2  Noise transference and household noise

Where noise transference has been identified as a problem at an address, steps will be taken at the point that the property next comes empty (known as void). If it is noted in a case that the noise transference is being caused due to problem laminate flooring (i.e. where incorrect or no underlay has been used) then a marker will be added to the property within the system for this flooring to be removed at void. 

Where possible carpets will be left in void properties, providing they are of good condition. This is to support new tenants financially by not having to immediately purchase flooring but also reduce the risk of noise transference. Guidance will be issued by the Housing Officers in lettings around the installation of flooring in flats above ground floor at the point of sign up, to reduce the likelihood of laminate flooring being installed without underlay.

In cases where overcrowding is identified as a cause of household noise, a referral will be made to our Tenancy Management team and INTERACT to look at whether the family are suitably housed. They may support the household to find alternative and more suitable accommodation.

4.3  Graffiti

Graffiti is not just a criminal offence, it can also have a negative impact on the lives of those whose neighbourhoods, parks, and property are affected by it and every year we have to spend thousands of pounds of taxpayers’ money removing it. In some instances, graffiti can be painted over or washed/scrubbed off by the caretaker. In other instances, specialist cleaning may be needed to remove it using pressure-washing equipment or chemicals. Where unauthorised or unwelcome graffiti occurs on buildings and structures owned by the Council, the responsibility will reside with the Council to remove the graffiti in line with our service standards. We will remove offensive graffiti within 2 hours of receiving a report, and non-offensive graffiti within 14 days.

4.4  LItter, fly-tipping, dog fouling

We will remove dog fouling, litter and fly tipped rubbish and dumped items of bulky waste in accordance with our service standards. We will investigate and remove needles and sharps within 2 hours and fly tipping within 48 hours. We will attempt to identify people responsible for dumping rubbish and fly tipping, littering and dog fouling and take appropriate action. We will work with other agencies and council departments to resolve and discourage rubbish dumping, littering and fly tipping and dog fouling on our managed land.

4.5  Waste management

This is subject to the Household Waste Duty of Care Regulations 2005 and Environmental Protection Act 1990. The Council set the regulations applying to Norwich and has a contractor for the collection of waste and recycling from resident’s properties. We have a duty to provide a bin for rubbish collection and also a means of providing a recycling services. Residents will be provided with the correct bins for their type of home. This could be domestic wheelie bins or larger communal bins for general waste, recycling and food waste recycling. Residents maybe also in certain accommodation be provided with sacks and they need to present these for collection at an agreed location. Residents need to present their waste correctly for collection at an agreed location appropriate to their residential location. If a resident has not been provided with an external means of waste storage, they will be required to keep their waste within their home until the stated time when they are allowed to present their waste and recycling for collection. 

The contractor will clear up any spillages that occur because of the collection process. The contractor will not remove any of the following: loose refuse bags/ bulky items that are presented by the residents in the communal bin areas or outside of a communal collection container that is overflowing or is found to contain excluded items or contaminated items in recycling containers.

Help with environmental issues can be found here.

4.6  Grounds management

We are responsible for managing and maintaining areas of land within our neighbourhoods, including areas around Council owned homes, although some areas such as roads and verges may be owned by other authorities. The grounds maintenance service is provided by our designated contractor. 

Grounds Maintenance covers the provision of the following services: Manual and automated sweeping, cutting and maintenance of grassed areas, weed, algae & moss control (hard and soft landscaped areas) shrub, hedge and bush maintenance, management of trees on council land or communal areas.

Grounds management is covered within a service charge. We will ensure that the overall service is to a good standard at all times.

Tenants are expected to manage their garden as part of their tenancy with us, it should be kept in good condition to ensure it does not impact upon neighbouring properties. This includes trees and large shrubs in your garden, particularly if they overhang a neighbouring property. If you are struggling to manage your garden please contact the Housing Team to see if we can support you or refer you for support.

4.7  Tree management

The benefits that trees provide play an important role in improving the quality of council tenants’ and wider citywide residents’ lives and increases biodiversity throughout the city. We maintain 8,438 trees within communal housing areas and 1,253 trees recorded in tenanted council houses throughout the city. Historically there have been tree management issues in housing areas caused by inappropriate tree planting that continue to cause issues for tenants. We will use the principles of planting the ‘right tree in the right place’ to reduce future management issues. 

If you think that there is a tree in your garden that is either dead, dying, diseased or dangerous please report the details to our tree team via the council website: Report a problem with a tree on council land.

4.8  Parking - abandoned vehicles 

We will promptly deal with any abandoned or unroadworthy vehicles found on land that we manage. We will investigate and take action to identify the owner of the vehicle and have it removed for disposal if appropriate. Any vehicle in good condition with a valid MOT and vehicle tax will not be considered as abandoned and will not be investigated.

4.9  Estate management, caretaking, and communal areas 

Estate Management and Caretaking teams play a vital role in creating safe, clean, and welcoming shared spaces within our housing communities. We are committed to removing potential fire hazards quickly, keeping communal areas well-maintained, and ensuring that repairs are carried out promptly. By working in partnership with other council teams, we also help enhance external communal areas—supporting spaces that residents and visitors can take pride in and enjoy.

4.10  We are committed to providing opportunities for our customers to work alongside us to improve customer satisfaction in relation to estate services and to provide feedback regarding their neighbourhood and we will publicise where there are opportunities for residents to attend our estate inspections. We will capture and record customer and colleague feedback regarding the neighbourhood and use it to determine whether any follow up action is required

4.11  The safety of our communal areas is of paramount importance to us, you can find more detail about the work our teams do to keep these areas safe in our Communal areas policy.

Tenants are requested not to keep or store any personal items in communal areas in sheltered housing.

4.12  For many people, mobility vehicles are integral to addressing mobility needs. For local journeys, they’re a practical alternative to a car and this is a prime reason for their increasing ownership and use. Our policy balances residents’ needs and aspirations to own mobility vehicles with health and safety concerns for other residents, staff, and visitors. You can find more in our Mobility vehicle policy.

Storage is limited in our sheltered housing schemes, and tenants must seek permission before purchasing a mobility vehicle to ensure appropriate storage is available. In some cases this may be within your own home.

4.13  Ball games and children playing

We encourage the use of outdoor communal spaces by all residents and visitors, with the expectation that children are supervised and that the spaces are used responsibly. Paddling pools and other outdoor furniture cannot be left in communal spaces when not in use and should be stored within your property. Care should be taken playing ball games to ensure that damage is not caused to windows or vehicles and please do not bounce balls of off communal walls to reduce disruption to occupants. We encourage residents to be mindful of noise levels, especially during early mornings and late evenings, to maintain a peaceful environment.

5.  Being a good neighbour

5.1  Good neighbours are considerate, tolerant and understanding of others and their different lifestyles, and they help build successful communities. Despite this, there are different behaviours that can cause problems for neighbours and some are more serious than others.

5.2  Different lifestyles and one-off incidents

We are all different and we ask that you respect that. Often people do not realise they may be disturbing others. One-off incidents can be annoying, such as a loud party, but if they are not frequent then you should try to tolerate it. If they occur on a regular basis, and the disturbance causes you a problem, it is often a matter of making your neighbour aware in a friendly manner and seeking to work out a solution together.

5.3  What you can do to be a good neighbour

Here are some tips on how you can be a good neighbour to prevent problems arising:

Noise

  • As part of everyday living, and the fact that no home is totally soundproof, we all must expect some noise from the people living around us. Common everyday living noise includes TVs and stereos, DIY, dogs barking, intruder or car alarms, slamming doors or simply walking around the property.
  • Recognise that your neighbours do not want to hear noise from your home, particularly late at night, or for long periods.
  • Keep noise at a reasonable level at all times e.g. from the TV, stereo, radio.
  • Noise carries through walls, floors and doors. Laminate flooring (particularly in flats), and other hard surfaces, can amplify noise. To help reduce it, put down rugs and fit felt or rubber pads to movable furniture.
  • Warn your neighbours if you are going to do anything noisy e.g. having a party or doing DIY.
  • Co-operate with your neighbours if they ask you to reduce noise. For example, you can position your TV or stereo away from the walls you share with your neighbours.

Pets

  • Pets (except confined small pets) are not permitted at some higher rise accommodation and sheltered housing schemes

Being a responsible dog owner

  • Dogs are great companions but make sure they don't whine or bark for long periods of time.
  • If your dog fouls in a public space, you should clean it up.
  • Always keep your dog under control e.g. use a lead when walking them.
  • Dogs are not permitted in some higher rise accommodation such as the tower blocks.

Gardens and communal areas

  • Do not block communal areas with prams, bicycles or your other personal belongings.
  • Do not allow your garden to become overgrown and unkempt. Keeping it tidy and free of rubbish helps improve the look of the area. Where gardens look neglected, they can sometimes encourage fly-tipping.
  • If you share a communal door, make sure it’s always kept closed and you don’t let anyone in that you don’t know. This way everyone’s homes are kept secure.

Bins

  • Recycle your waste as much as possible and make sure you use the right bins.
  • Make sure you put your bin out for collection no earlier than 6pm the night before and always bring it back in after collection.
  • See our bulky waste collections page if you have any bulky household items that you no longer want and need advice on how to dispose of them appropriately.
  • If you have a communal bin area, dispose of your rubbish correctly in the bins, and make sure the area around the bins is kept tidy. 

Bonfires

  • Do not light a bonfire if your neighbour has washing out, is using their garden or has their windows open.
  • Do not light the bonfire close to any other property to prevent the risk of the fire spreading.
  • Instead of having a bonfire you could consider other methods of disposing of rubbish, such as using the local household waste recycling centre or composting garden waste.

Having frequent bonfires could be causing a ‘statutory nuisance’ and we have the power to issue ‘abatement notices’ to stop them happening. 

Parking

  • Park considerately.
  • Recognise that you don’t have the right to park outside your home. Anyone can park on a public road if they adhere to any restrictions imposed by way of signs and markings and it is not causing an obstruction.
  • Avoid blocking entrances, dropped kerbs, garages or pavements.

Children playing

  • Be tolerant of children playing outside.
  • However, if you’re a parent, consider how the noise of your children playing outside may affect your neighbours. Consider if there’s a safer place to play such as a park or skateboard area.
  • If a child accidentally throws or kicks a ball into your property, you should either hand it back or allow it to be collected.

If children harass, intimidate or disturb others then complaints are justified, and parents must respond reasonably.

6.  Equality Impact Assessment

6.1  A full Equality Impact Assessment has been carried during the development of this policy. Good neighbourhood management assists with having neighbourhoods where consideration for others and inclusion is more effective. 

Review

Review period: Three years

Published date: 15 January 2026

Review date: 15 January 2029

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