Anti- social behaviour: Report it To Sort It

Nexus does not tolerate antisocial behaviour in person, online or on the phone.

Whether it’s abusing or threatening our team members, vaping or smoking, or vandalism or graffiti – we won’t tolerate it.
To discreetly report behaviour that does not require a police response, send a WhatsApp message for free to 07345 222 710.

Report It – What is it?

The Report It service is a discreet, anonymous reporting tool that allows customers to let Metro staff know about low‑level anti‑social behaviour while travelling on Tyne & Wear Metro.

Customers can use WhatsApp or SMS to report issues such as nuisance behaviour without having to speak directly to staff or confront those involved.

Nuisance behaviour (sometimes called low‑level anti‑social behaviour) refers to actions that disrupt, annoy, or make others feel uncomfortable, but do not usually involve immediate danger or serious criminal activity. It’s the kind of behaviour that can negatively affect customers’ journeys or sense of safety if left unchallenged.

Common examples of nuisance behaviour include:

• Shouting, swearing, or aggressive language
• Playing loud music or videos without headphones
• Disruptive or rowdy behaviour, including drunkenness
• Harassment or pestering other customers
• Feet on seats or causing minor damage to property
• Littering or spitting
• Refusing to follow reasonable instructions from staff
• Blocking doors or aisles
• Minor fare evasion disputes causing disruption
• What nuisance behaviour is not

Nuisance behaviour does not include situations where there is:

• Violence or threats of violence
• Serious harassment or hate‑related incidents
• Weapons
• Immediate risk to safety

These situations which could pose a risk to other customers, should be treated as serious incidents and must be reported directly to Northumbria Police immediately.

Why it matters

Although nuisance behaviour may seem minor, it can:

• Escalate if not addressed
• Affect customer confidence and comfort
• Impact vulnerable passengers

That’s why services like Report It exist — to allow early, discreet reporting so staff can monitor, intervene proportionately, and prevent escalation.

How to report

To help us respond quickly and effectively, please include as much of the following information as possible when making a report:

• • Train number or direction of travel
  • Location, such as the station name
  • Description of the incident
  • Description of the people involved

Providing these details helps us identify those involved and take appropriate action. This may include requesting support from other teams, monitoring CCTV, or making station PA announcements if required.

Report It is not for:

Please use the appropriate contact for the following:

• Lost property – contact Customer Relations or use a Station Help Point
• Pop or Gold cards – contact Customer Relations
• Concessionary or Bus Passes – contact Customer Relations
• Bus routes or journey planning – use the Journey Planner
• Complaints – contact Customer Relations

Texts charged at your standard network rate.

Other ways to contact us

• Customer service teams in stations
• All stations have Help Points
• On train Call for aid buttons