18 February 2026
Summary: Find out about MTVH’s new Anti‑Social Behaviour Improvement Plan, developed with residents to deliver clearer communication, fairer case handling, and a more person‑centred approach.
We are making a series of improvements to strengthen how we prevent and respond to anti-social behaviour. This work is designed to ensure residents are supported and listened to when anti-social behaviour occurs. Below, we set out what is changing and the progress already underway.
What’s in the plan?
The plan focuses on five key areas designed to improve how we respond to anti‑social behaviour:
- Training – developing colleagues’ skills and confidence when handling anti-social behaviour cases.
- Quality – improving consistency in how cases are recorded, investigated, and resolved.
- Partnerships – strengthening collaboration with police, councils, and community safety teams.
- Resources – investing in better tools, guidance, and support for staff and residents.
- Communications – giving residents clearer, more accessible updates on the actions we are taking.
Progress already underway
We are currently updating our Anti-social behaviour Policy and Procedure to ensure it works for you.
You told us what needed to change
We have worked with residents to review and improve our anti-social behaviour template letters so that communication is supportive, clear, and appropriate in tone.
We have reviewed anti-social behaviour‑related complaints from the past 18 months to identify learning and drive improvements in how we manage cases. Alongside this, we are strengthening our relationships with local authorities and the police to improve joint responses and ensure residents receive the right support.
Knowing our residents better
As part of our wider commitment to reducing stigma, we are embedding a person‑centred approach across all customer‑facing policies as they come up for review, meaning we recognise individual circumstances, vulnerabilities, and support requirements. This includes supporting residents accused of anti‑social behaviour during investigations, and ensuring communication avoids reinforcing negative assumptions. Updated template letters reflect this shift in tone and approach.
Customer Voice at the heart of this change
Residents are helping shape this work through the Customer Voice Framework. A new complaints‑learning forum is proposed, and insight will be used to identify where stigma may occur. The Customer Services Committee oversees progress every six months.
A partnership with Waltham Forest Council
Following a serious incident in 2022, MTVH worked closely with the London Fire Brigade, Police, and Waltham Forest Council to support residents and secure the property involved. After a complex multi‑agency process, possession was granted in 2025, helping to protect the safety of the wider community. Cases like this continue to shape and inform the improvements we are making.
Keeping residents informed
We’re committed to being open about the progress we’re making on our anti‑social behaviour improvement plan. As part of this, we’re using our website to share regular updates on community safety and the work our Housing team is doing to strengthen how we manage and prevent issues.
A key part of this work is understanding how stigma can affect residents involved in anti‑social behaviour cases. The G15 Stigma Report highlights the impact this can have and why it matters. You can read the G15 Report on taking the stigma out of social housing. Read the G15 Report on taking the stigma out of social housing.