Anti-Social Behaviour Policy & Procedure

13.1 The Council will closely monitor the quality of service provided in relation to ASB by use of the following measures:

• Setting robust KPI's for monitoring performance
• Completing a resident satisfaction survey on all closed cases
• Following up contact with all dissatisfied residents to try and establish why there is dissatisfaction with the ASB service as part of our lessons learned
• Reacting to responses within the published Tenant Satisfaction Measures timescales

13.2 The Council will work within 'The Anti-social Behaviour Crime and Policing Act 2014' to support residents who are dissatisfied with how we have managed their case and have met the criteria to activate an ASB Case Review. The ASB Case Review is a tenant's right to request a multi-agency case review.

13.3 The Council will, as required, supply statistical information about the management of ASB Cases to Regulator of Social Housing. The Tenancy Services Manager will ensure that all such statistical information is supplied to the regulator.

13.4 Every 12 months staff will review and update this policy to reflect any changes in legislation, best practice or improvements identified by service inspections, scrutiny or feedback from customers.

13.5 The Council will benchmark against comparable local and national organisations to ensure best practice. 

13.6 Performance is captured in the ASB Dashboard. The Tenancy Services Manager will be responsible for overseeing the casework carried out by the Senior ASB Officer and the ASB Neighbourhood Officer. This will include performance monitoring and levels of resident satisfaction.