Tackling anti-social behaviour together
The Customer Feedback team at Great Places provides an efficient and centralised resolution service. It’s really important that as your landlord, we listen and learn from complaints so that we can improve the services we are providing to our customers.
You said:
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 we understand the impact the ASB was having on the lives of their families.
We listened – what improvements have we made?
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 offering advice and agreeing next steps. At times we may ask customers to take some action themselves such as gathering evidence using our ‘noise app’ 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 how often we will have 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 and haven’t currently been assigned a case officer, please make sure you direct your report to our Customer Hub. We are here to help. The easiest way to do this is via our online form which you can access by visiting www.greatplaces.org.uk/reportasb or clicking the button below. Alternatively, you can call our Customer Hub on 0300 123 1966 and select option 3. From receipt of your anti-social behaviour/nuisance report into our Customer Hub, we will record your contact and respond within three working days.