Introduction 

At Magna, we want our customers to live in homes and communities that are safe, secure and well-maintained. We aim to create communities where people can live well together. 

We recognise that although some behaviours aren’t classed as anti-social behaviour (ASB), they can still cause a great deal of upset and frustration, creating tensions between neighbours and communities. Whilst we may be limited in what we can do, this policy is designed to lead to better outcomes and set out how we may be able to help. 

Who this policy applies to and what it covers 

This policy applies to: 

• All customers living in Magna homes
• People living in our communities 
• All colleagues at Magna. 

This policy covers: 

How we will deal sensitively and proportionately with behaviours that aren’t classed as anti-social behaviour (ASB). Anti-social behaviour is covered by our ASB Policy.

Where the behaviour is NOT ASB, and therefore, unlikely to be a tenancy breach 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.

Our Living Well Together (Good Neighbourhood Management) Policy 

The definition of ASB can be subjective, as it often depends on how an experience makes an individual feel. People have different tolerances, expectations and perceptions when deciding whether a behaviour is appropriate. As a result, some people may view certain actions as anti-social, even when those actions can be considered reasonable. This policy and its accompanying procedure will set out how we deal with these reports.

Our approach 

We will use the options available to us to support customers and promote an environment in which individuals can live well together. 

At all stages, we will consider the individual needs and circumstances of the customers involved. We recognise that personal factors may influence a customer’s tolerance, perception, or ability to manage certain situations. Where such factors are identified as contributing to a neighbourhood issue, we will work collaboratively with relevant partner agencies to ensure that appropriate support is considered and, where possible, provided. 

Where a customer declines a reasonable request intended to resolve or improve a neighbourhood issue, our ability to take further action may be limited. In these circumstances, we will clearly communicate this position to the customer and provide information on any alternative options that may be available to them. 

If concerns continue to be reported and the customer continues to decline reasonable interventions, we may determine that no further action can be taken and close the case. We will explain this decision to the customer. However, we will review this position if there is a material change in circumstances or if new information is provided. 

Customers have the right to request a review at any stage where they believe their report is being managed under an incorrect policy. If a customer remains dissatisfied following the outcome of a review, they will be provided with information about how to access our complaints procedure. 

Responsibilities 

The Director of Customer Operations is accountable for all aspects of Community Safety. 

The Head of Building Safety, Compliance and Home Services is responsible for operational delivery of Good Neighbourhood Management. 

The Operational Manager and Regional Managers are responsible for operational delivery of this policy.