By Mark Fitton, Regional Manager
We’ve been listening to your experiences of anti-social behaviour (ASB) and how we’ve handled those situations. You’ve shared how these affect your home, your wellbeing and your sense of safety.
We know we don’t always get everything right, but we also know there are many things that work well. Every day, we support tenants and help people feel safe in their homes. By listening and learning from you, we’re building on what’s working well and focusing on the areas where you’ve told us we can do better.
Some of you have told us that, at times:
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Communication can be an issue, not knowing what’s happening or having to chase for updates
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You don’t always feel listened to, or confident that your concerns have been fully investigated
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Cases have sometimes been closed without clear explanations, or while issues are still happening
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You want more support throughout the process, and afterwards
This isn’t the experience we want you to have. We’re working to improve how we listen, communicate and support you, so you can feel safe in your home — that’s really important to us.
We’ve made changes based directly on what you’ve told us, so we can continue to listen, learn and make improvements to the service you receive. We will now always provide:
1
Clearer communication from the start
When your case begins, we’ll agree a clear plan with you so you know what will happen and when. You’ll know who is managing your case, so you have a consistent point of contact.
2
Better updates and conversations
We’ll agree when we’ll check in with you and keep to those times, so you’re not left wondering what’s happening or needing to chase.
3
More thorough investigation
You’ll have time to explain what’s happening, and we’ll make sure we fully understand your situation. We’ll gather the right evidence and work with other agencies where needed. We’ll also be clear about what we can and can’t do, so expectations are realistic from the start.
4
Clearer outcomes when cases close
We’ll speak to you before closing your case and explain what’s been done and why, so you understand the outcome and what happens next.
5
Faster and simpler reporting
We’re improving how reports are handled so your query reaches the right person straight away. This means you won’t have to repeat your situation to multiple people and we can respond more quickly.
6
More support throughout
We’ll check what support you might need during your case and afterwards, and help connect you to other services where this would make a difference.
We know that when you report ASB, you’re often already dealing with a stressful and often at times an upsetting situation.
How we respond — how we listen, communicate and support you — has a real impact on how safe you feel in your home.
Getting this right isn’t just about improving our service. It’s about making sure you feel heard, taken seriously and supported.
We will keep listening
We’re already starting to see some positive changes, but we know there’s more to do. This isn’t a one-off. We’ll keep listening to your feedback and using it to improve what we do, placing you at the heart of our decisions.
Finding out more
We know it’s not always easy to understand or report ASB. By improving how we respond, and the information we share, we want you to feel confident that you’ll be listened to and supported.
You can find more information on our website about anti-social behaviour and how to report it, by clicking here.
If you’re experiencing anti-social behaviour, we understand how difficult that can be. You don’t have to deal with it alone, please talk to us, and we’ll listen and support you.
