Anti-Social Behaviour (ASB) Awareness Week 2025 (30 June – 6 July) is a timely opportunity to reflect on the real impact ASB has on people’s lives and how we at Accent Housing, are working to address the issue. As the specialist Customer Champion for ASB and a Non-Executive Director on Accent’s Customer Experience Committee, I am proud to be part of a team that puts customers at the heart of everything we do.
What is anti-social behaviour (ASB)?
ASB can take many forms such as noise nuisance, harassment, vandalism, drug misuse, and more. But whatever the behaviour, the impact is often the same in that people often feel unsafe, unheard, and in some cases can even be forced to leave their homes. It affects mental health, community cohesion and overall quality of life. At Accent, we understand that ASB is not just a housing issue but a human one that can happen to any of us.
My role and the journey to where I am now
My journey to becoming an Accent Customer Champion stems from a deep commitment to fairness, safety, and community wellbeing. As a Non-Executive Director on the Customer Experience Committee, I help oversee how Accent delivers services and supports residents, as well as holding them to account. I took on the role of Customer Champion for ASB because I wanted to ensure that the voices of those affected by ASB are not only heard but acted upon.
My role involves working closely with the different teams across Accent to scrutinise how ASB cases are handled, ensure policies are inclusive and effective, and advocate for continuous improvement. I also bring a lens of equality, diversity, and inclusion (EDI) to this work—because we know that ASB can disproportionately affect marginalised groups and our response must be fair and accessible to all.
Championing the customer voice
Being a Customer Champion means more than just oversight—it means listening, learning, and leading change. I regularly engage with residents, review case outcomes and challenge the organisation to do better where and when needed. I also support Accent’s efforts to train staff, improve communication, and build stronger partnerships with local agencies.
It is fulfilling to be work with an organisation who is willing to listen and learn. Accent’s approach to ASB is proactive and customer centred. We focus on early intervention and support for victims, and work with perpetrators to change behaviour where possible. We also invest in community-building initiatives that help prevent ASB before it starts.
Working together for safer communities
Tackling ASB is not something any one organisation can do alone. It requires collaboration between housing providers, customers and residents, local authorities, the police, and community groups. It also requires a shared commitment to respect, empathy, and accountability.
This ASB Awareness Week, I encourage everyone to play their part. Learn more about what ASB is and report concerns early to help support your neighbours and community. It is vital we speak up for those who may not feel able to, and most importantly, believe that change is possible when we work together. It takes us all to work together to help ensure we all have a good quality of life and feel safe in and around our homes.
At Accent, we are committed to creating safe and inclusive communities where everyone can thrive. As a Customer Champion, I will continue to ensure that our customers’ voices lead the way.
For more information about ASB and how Accent can support its customers, visit our ASB webpage.
Jackie Best is an Accent Housing Customer Champion and Non-Executive Director on the Customer Experience Committee, who specialises in Anti-social Behaviour. Jackie also works as an Education Liaison Advisor at North Yorkshire Youth Justice Service.
Jackie, who lives in Harrogate, and her fellow Customer Champions, Stacy Hartley from Burnley and Helen Hutchinson from Peterborough, were shortlisted for the Inside Housing 2025 Women in Housing and Housing Heroes Awards, recognising their unwavering dedication, advocacy, and impact within the housing sector.
Accent is currenting recruiting new Customer Champions to join the team. Accent customers who can spare a little time to help make a significant impact are invited to get involved with a seat at the table. Find out more and how to apply on our get involved webpage.