In 2022 we asked customers what worked about the anti-social behaviour (ASB) service and what didn’t. Since then, we have been working really hard to put improvements in place to the ASB service to help improve the customer experience. We also have a new ASB Policy detailing our new commitments.
You said, we listened – what improvements have we made?
Customers told us they wanted us to:
- Ensure the advice/support/action provided by Great Places helped resolve the ASB they reported.
- When appropriate and possible, that Great Places takes action against the perpetrator or their tenancy.
- Ensure we prioritise customer safety.
Customers also told us that they were keen to see more communication about what had happened after they reported ASB to us and that it was important that we understand the impact that the ASB was having on their family’s lives.
In response we’ve made a number of changes, including the below.
- All initial reports of ASB will now be dealt with by our dedicated ASB Triage Specialists in our Customer Hub, who will work with customers reporting issues to us to offer advice and agree next steps. At times we may ask customers to take some action themselves such as gathering evidence or contacting partner agencies to ensure they are also updated about issues.
- Where cases progress, customers will be provided with a named officer to work with them towards a resolution. Customers will be asked to agree a frequency of contact to ensure they are kept updated by their named officer.
- We have also launched a new ASB training programme for our colleagues, to make sure they are ready and able to help customers who are experiencing ASB.
If you are struggling with ASB, make sure to report this to us using our online form. We are here to help. From receipt of your anti-social behaviour/nuisance report into our Customer Hub, we will record your contact and respond within three working days.
