The awareness week, run by the charity Resolve, takes place from 18 to 24 November and encourages communities to take a stand against ASB. It also highlights the actions that those experiencing it can take.
The campaign coincides with the one-year anniversary of our specialist ASB Resolution Team, which has created more capacity for us to resolve cases, improve our communications and give you a better experience.
Over the last year, we supported 624 customers to find resolutions and help prevent further incidents. We’ve also recruited a new customer panel, who has met throughout the year to provide feedback on our ways of working and policies.
How we supported our customer
A customer, who had their ASB issues resolved by the team, said: “The communication, advice, and effort from your team have been nothing short of wonderful. You have listened to my concerns, understood my situation, and done everything in your power to ensure a safe and successful outcome for me and my children.”
Sarita Gregory-Brook, A2Dominion’s Head of the ASB Resolution Team, added: “It’s been a great first year for the team, but we know there’s more work to be done. Even small ASB issues can have a big impact on the lives of our customers.
"We’re committed to giving them the best possible service by listening and understanding concerns then working with partnership organisations to resolve them.”
How to report anti-social behaviour
You can report ASB to us in the following ways:
- speak to one of our customer service agents on Live Chat
- log it on our online customer portal My Account
- call us on 0800 432 0077
- speak to a member of our team.
To report a crime urgently, call the police on 999.
When you report anti-social behaviour to us, we’ll:
- contact you within 2 working days to discuss the issue and the actions that can be taken
- support you or refer you to specialist organisations if necessary
- do our best to sort out issues within 90 days and update you every 2 weeks on what's happening with your case. (This may take considerably longer if we have to take legal action to resolve the issue).
Listening to customers
Your feedback makes huge difference to the way we deliver our services. We’ve set out below some of the improvements we’ve made as a result.
You said
ASB cases were not well supported or given priority.
We did
- Last year we invested in a new dedicated ASB Resolution Team who is solely responsible for managing and resolving ASB cases.
You said
You want to be kept informed on our progress and have the same case manager.
We did
- Specialist members of our team have responsibility for ASB cases, seeing them through from start to finish.
- We acknowledge all new queries within 48 working hours and provide an update every 2 weeks.
- We’ve made significant improvements to how we communicate with customers on the progress of their case. In February this year, we achieved a satisfaction rate of 33%, which increased over 5 months to 79%.
You said
You want to have more opportunities to give feedback and get involved.
We did
- We launched a customer panel this year which meets regularly. It provides an opportunity for customers to give feedback and help improve our service.
- We attended Big Impact Days which are held in our communities throughout the year. We met customers in-person, heard their concerns and provided advice on next steps.
- Customer recommendations have already been incorporated into staff training and continuously help us to improve our service.