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Thank you to everyone who shared their views. We are now reviewing the information we received and making any relevant changes to the way we handle anti-social behaviour (ASB) in older persons schemes. We will share an update once these changes have been finalised.
In July 2026 the theme that the Resident Experience Panel chose to have investigated was the main anti-social behaviour (ASB) issues affecting older persons schemes (OPS) and our approach to tackling ASB cases in those schemes.
Membership of the scrutiny panel was open to all residents, and it was ultimately made up of six residents from the former Paradigm, Settle, and L&Q homes. This gave the panel a range of different views and experiences. They met online three times between July and August 2026.
What did the panel do:
Explored and discussed the types of anti-social behaviour taking place in Lifestone's older person schemes, based upon the panel's own experience and information recorded on recently reported ASB cases
Reviewed Lifestone's new ASB decision and correspondence toolkit to check:
that our approach to reducing anti-social behaviour is the correct one,
the language and tone of communications are understandable, clear and easily accessible
“I think the toolkit is very explanatory and clear for the tenant to understand. There is plenty of information of the different degrees of anti-social behaviours, and what to expect from officers with dealing with cases.”
- an anti-social behaviour panellist
What are we doing:
Gathered the feedback and fed it into the recommendations made to improve the ASB decision and correspondence toolkit.
The Head of Community Safety at Lifestone, James Montgomery-Heffernan, attended one of the meetings with the panel to discuss their recommendations and agree appropriate actions.
A summary of the actions we will take is below:
You said:
We are doing:
Drug and alcohol related issues are affecting some schemes.
The Head of Community Safety explained the process around dealing with drug and alcohol cases and outlined some of the challenges around legal thresholds that we face. We are improving our partnership working to help resolve cases faster.
Some ASB cases take too long to resolve.
The Head of Community Safety explained the different types of ASB cases and why some cases may take longer than others to resolve.
Better checks need to be made before people move into a scheme.
The Head of Community Safety explained about local authority nominations and how we rely on the information provided by them. He took an action to speak to the Head of Lettings, Louise McKnight, to discuss if the process can be strengthened for nominations into OPS properties.
Vulnerable people are not always receiving the support they need after moving into schemes.
Strengthening tenancy sustainment and support arrangements for vulnerable residents moving into Independent Living and OPS schemes. Introducing early intervention support reviews for residents identified as vulnerable.
Residents need clearer information on what happens after ASB is reported. There was uncertainty over what options exist for enforcement and what outcomes residents should expect.
We shared the draft version of the new ASB decision and correspondence toolkit that will be used for ASB case management and invited the panel to review and comment on its content.
Some residents face challenges with technology and being able to report issues.
The panel were given details of how ASB can be recorded manually and that the option exists for all residents. It was agreed to make this information clearer in our communications when dealing with a case.
The changes from the panel's feedback are still being embedded across the ASB decision and correspondence toolkit. We will update this page in the near future, to reflect on the changes that have been made and confirm the actions the community safety team has taken.
This review is now closed.
Thank you to everyone who shared their views. We are now reviewing the information we received and making any relevant changes to the way we handle anti-social behaviour (ASB) in older persons schemes. We will share an update once these changes have been finalised.
In July 2026 the theme that the Resident Experience Panel chose to have investigated was the main anti-social behaviour (ASB) issues affecting older persons schemes (OPS) and our approach to tackling ASB cases in those schemes.
Membership of the scrutiny panel was open to all residents, and it was ultimately made up of six residents from the former Paradigm, Settle, and L&Q homes. This gave the panel a range of different views and experiences. They met online three times between July and August 2026.
What did the panel do:
Explored and discussed the types of anti-social behaviour taking place in Lifestone's older person schemes, based upon the panel's own experience and information recorded on recently reported ASB cases
Reviewed Lifestone's new ASB decision and correspondence toolkit to check:
that our approach to reducing anti-social behaviour is the correct one,
the language and tone of communications are understandable, clear and easily accessible
“I think the toolkit is very explanatory and clear for the tenant to understand. There is plenty of information of the different degrees of anti-social behaviours, and what to expect from officers with dealing with cases.”
- an anti-social behaviour panellist
What are we doing:
Gathered the feedback and fed it into the recommendations made to improve the ASB decision and correspondence toolkit.
The Head of Community Safety at Lifestone, James Montgomery-Heffernan, attended one of the meetings with the panel to discuss their recommendations and agree appropriate actions.
A summary of the actions we will take is below:
You said:
We are doing:
Drug and alcohol related issues are affecting some schemes.
The Head of Community Safety explained the process around dealing with drug and alcohol cases and outlined some of the challenges around legal thresholds that we face. We are improving our partnership working to help resolve cases faster.
Some ASB cases take too long to resolve.
The Head of Community Safety explained the different types of ASB cases and why some cases may take longer than others to resolve.
Better checks need to be made before people move into a scheme.
The Head of Community Safety explained about local authority nominations and how we rely on the information provided by them. He took an action to speak to the Head of Lettings, Louise McKnight, to discuss if the process can be strengthened for nominations into OPS properties.
Vulnerable people are not always receiving the support they need after moving into schemes.
Strengthening tenancy sustainment and support arrangements for vulnerable residents moving into Independent Living and OPS schemes. Introducing early intervention support reviews for residents identified as vulnerable.
Residents need clearer information on what happens after ASB is reported. There was uncertainty over what options exist for enforcement and what outcomes residents should expect.
We shared the draft version of the new ASB decision and correspondence toolkit that will be used for ASB case management and invited the panel to review and comment on its content.
Some residents face challenges with technology and being able to report issues.
The panel were given details of how ASB can be recorded manually and that the option exists for all residents. It was agreed to make this information clearer in our communications when dealing with a case.
The changes from the panel's feedback are still being embedded across the ASB decision and correspondence toolkit. We will update this page in the near future, to reflect on the changes that have been made and confirm the actions the community safety team has taken.
