Agenda item

Objective: To update the Committee on the ongoing project to improve management of Anti-Social Behaviour.

The Tenancy Services Manager introduced the report and highlighted the importance of managing ASB within the Consumer Standards. He explained that the improvement plan is being managed through 5 projects with initial focus on reaching compliance with the Consumer Standards, and the introduction of transactional satisfaction surveys for customers who have used the ASB service. Scoping has begun with the Comms Team for project 4 - to improve communication and external perception of the ASB service.

The committee’s discussion raised the following points:

• Responses to the transactional satisfaction surveys have been low. This is partly caused by a relatively small potential sample size with only 37 surveys sent currently (12 closed cases and 25 managed through triage). Surveys are sent directly to tenants’ mobile phones or, where a mobile is not available, through a phone call. Ways to encourage tenants to respond are being considered, including the introduction of incentives.
• To ensure qualitative data is also secured alongside the real-time responses from the transactional surveys, the team continue to analyse the feedback from the quarterly phone surveys and will be holding tenant panels with those that have used the service. As community groups have acted as go-betweens between the ASB service and tenants it was suggested that they could provide useful insight during the panels as well.
• Concern was raised that a text message may force tenants to relive uncomfortable or difficult experiences. It was suggested that phone calls may allow a more sensitive and personal response.
• It was noted that the installation of CCTV has made a significant difference.
• It was highlighted that it was important to recognise the difference between ASB and criminal behaviour, such as cuckooing. One of the tenant representatives explained that he had struggled to get the police to take issues within his block seriously, possibly due to attitudes towards social housing. Concern was also raised that council officers may be being put in positions where they have to handle incidents that should be managed by the police. The leaseholder representative noted that they had had a very supportive experience with the police in dealing with drug dealing on their street. The committee agreed that the Senior Police Officer for Cheltenham and the Police and Crime Commissioner for Gloucestershire should be invited to a future meeting to discuss how tenants in social housing can be better supported.
• The link between ASB and homelessness was discussed, and it was confirmed that the team work in partnership with groups across Gloucestershire, including probation and mental health services, on a regular basis. The benefit of such strong relationships was highlighted.
• It was confirmed that all incidents reported are recorded on the QL system even if not every incident will be treated as an ASB case. Where situations are one-offs, for example birthday parties or BBQs, the tenants responsible are contacted to discuss appropriate behaviour and provided advice but may not need ongoing intervention.
• The committee thanked the team for the work being carried out to improve tenants’ lives.