YOU SAID WE DID - IMPROVING HOW WE HANDLE ASB
WE'VE been taking a fresh look at how we manage Anti-Social Behaviour (ASB) — based on your feedback.
We created a dedicated ASB group made up of customers and colleagues to examine customer satisfaction around how we manage ASB.
We’ve also listened to what you told us in The Big Chat.
Here's what we learnt, and what we're doing...
We learned what’s going well:
- Lots of convenient ways for you to report ASB
- Cases are opened promptly after you make a report to us
- Our colleagues show empathy when dealing with cases
Your feedback also highlighted where we need to improve:
- Communication – making sure we keep you updated, follow through on what we’ve promised, and give clear progress updates.
- Information about our ASB service – including sharing more about the action we take and celebrating successes when problems are resolved.
- ASB action plans – with a single point of contact, clearer tailored communication and better cover during colleague absence.
- Explaining what is and isn’t ASB – including clearer guidance on Good Neighbourhood Management issues.
- How we handle noise complaints – and helping customers understand the range of actions available to us.
- Tackling untidy gardens – ensuring a consistent approach.
- Being more visible in communities – by making proactive contact, increasing our presence and advertising local inspections.
We’ve listened and made the following improvements, we’re now:
- Listening to what you think through new telephone ASB satisfaction surveys, which influence service changes.
- Making things easier and more accessible with digital diary sheets and tailored communication.
- Promoting the service through neighbourhood plans, our website, social media and regional magazines.
- Updating our ASB communications and factsheets on a regular basis.
We know we’ve still got work to do to improve your customer experience around ASB and we’re already busy doing this.
If you need any information, visit our ASB factsheet at https://www.muir.org.uk/factsheets