We’re launching new approach to tackling anti-social behaviour

We’re launching a new anti-social behaviour (ASB) and hate crime customer journey to make it easier for tenants to get the support they need when problems arise.

The new approach has been designed to give tenants a clearer understanding of what happens when they report ASB, who is dealing with their case and what support is available throughout the process.

When a report is received, we’ll assess the situation and agree an action plan with the tenant. Cases involving hate crime, domestic abuse or physical violence will continue to be treated as a priority, with contact made within 24 hours.

For all other reports, tenants will be contacted within five working days. They’ll be given a named case owner, clear information about what happens next and regular updates throughout the investigation.

The new customer journey also sets out clear timescales for reviewing cases and keeping tenants informed. Risk assessments will be reviewed throughout the life of a case, and before any decision is made to close it. Before a case is closed, colleagues will contact the tenant to explain the outcome, discuss any actions taken and make sure they understand the next steps.

The aim is to make sure tenants always know where their case is up to, what action is being taken and when they can expect to hear from us.

The new customer journey also helps colleagues deliver a more consistent service, with a clear five-step process that puts communication and support at the heart of every case.

Claire Coyle, Regional Manager said, “Everyone deserves to feel safe in their home and community. We know reporting anti-social behaviour can be stressful, so we’ve looked at how we can make the process clearer and easier to understand for tenants.”

“This new customer journey sets out exactly what people can expect from us, including when they’ll hear from us and how we’ll keep them updated throughout their case. It’s about providing clear communication, the right support and making sure we’re delivering a consistent service for everyone.”

The launch is part of our ongoing commitment to creating safe communities and giving tenants confidence that concerns about anti-social behaviour will be taken seriously.

Tenants can report anti-social behaviour through MyHome, by phone, email, Facebook Messenger, chatbot or by visiting us in person.