RESIDENT FEEDBACK PROVES KEY AS MUIR IMPLEMENTS NEW ANTI-SOCIAL BEHAVIOUR APPROACH
RESIDENTS have had a huge hand in helping to revise Muir’s Anti-Social Behaviour Policy.
We have listened to our residents, and along with the National Resident’s Group (NRG), have used customer feedback to make some key improvements to our Anti-Social Behaviour Policy and Procedure.
“We hope the changes to how we deliver services will improve the customer experience and increase satisfaction levels,” Jackie Perry, Muir’s Assistant Director of Communities and Customer Service (pictured) said.
“This will provide improved outcomes for residents whilst enhancing our working relationship with external agencies such as the police.”
Muir works with the police to resolve anti-social behaviour wherever necessary and hopes the process changes result in more effective resolutions for residents and communities.
Improvements to the policy and procedure include:
- Working with residents to explain the anti-social behaviour procedure and manage expectations effectively
- To agree the frequency and method of updates for complainants
- Asking residents to aid the investigation process by keeping a regular diary of events
- Using legal action only where absolutely necessary, with a focus on early intervention and resolution
- Launching ‘Good Neighbourhood Agreements’ on specific estates and schemes
- Referring cases to an independent mediation company early in the investigation process, empowering residents to reach a resolution together
“The changes approved by the NRG are another example of how Muir values resident feedback when shaping our services,” Jackie said.
“Implementing these changes shows how we remain committed to resident wellbeing, and ultimately improving their Muir experience.”
To learn more about how Muir deals with ASB, or to report it, visit: www.muir.org.uk/anti-social-behaviour