Using Customer and Community Complaints to Improve Services www.tis.org.uk Understanding People – Unlocking Potential Using Customer and Community Complaints to Improve Services Lynda Johnstone Development Director TIS Housing & Community Engagement Staff Residential 2017 Thursday 23 – Friday 24 March 2017 www.tis.org.uk

Anti Social Behaviour: Positive Solutions to a Community Concern This session will cover: Definition Social Landlords Dealing with ASB A community response Prevention is better than cure Real Action

Anti Social Behaviour: Positive Solutions to a Community Concern The Antisocial Behaviour etc (Scotland) Act 2004 defines antisocial behaviour as: Acting in a manner that causes or is likely to cause alarm or distress; or Pursuing a course of conduct that causes or is likely to cause alarm or distress to at least one person not of the same household as the perpetrator.

Anti Social Behaviour: Positive Solutions to a Community Concern Antisocial behaviour can mean different things to different people.  What does it mean to you? What does it mean to tenants? Is there are difference?

Anti Social Behaviour: Positive Solutions to a Community Concern Noisy neighbours Graffiti Drinking or drug use which leads to people being rowdy and causing trouble Large groups hanging about in the street (if they are causing, or likely to cause, alarm and distress) Litter problems Racism Other? Whatever the problem is, it has to have happened more than once to at least one person.

Social Landlords: Dealing with Anti Social Behaviour: Objectives: All tenants and their neighbours may enjoy their tenancies while causing the minimum of disturbance to others and being undisturbed by the activities of other neighbouring residents. Methods and preventative measures are established which will to prevent and respond quickly to antisocial behaviour complaints. Tenants and communities are assisted to find their own solutions to problems of nuisance neighbours and provide advice and details on ways to address neighbour problems. There are clear guidelines to staff, supported by written procedures, on how to deal effectively with reports or incidents of ASB

Social Landlords: Dealing with Anti Social Behaviour: Devising procedures for compliance with an ASB Policy Staff training sessions staff are aware of their responsibilities and obligations and how to deal with neighbour disputes and antisocial behaviour Monitoring adherence to policy requirements Explaining ASB approaches and standards that tenants can expect when reporting an incident of ASB Different ways to resolve neighbour disputes Designing new developments to “secure by design” and working with local police and environmental health departments

Social Landlords: Dealing with Anti Social Behaviour: Keeping complainants informed of the outcome of any investigation undertaken by staff Advising complainants about support agencies and making referrals where appropriate Taking legal action normally as a last resort when all other avenues have been exhausted. Exceptions to this would be where there was a probability of serious harm or injury, or threatened or actual harm. Ensuring that the perpetrator is made aware of the implications of this action.

Statutory Guidance – ASB Strategies Sets out four types of measures local agencies should consider using to address ASB in their areas: Prevention Early Intervention and Diversion Enforcement Rehabilitation

PIER Model Used and adapted by agencies throughout Scotland and has been reviewed.

#StrongerNorth – An Edinburgh Initiative

Prevention – Key Points Create choices and chances for people to engage in positive activities Ensure action is taken to prevent and tackle ASB which is appropriate, proportionate and timely Prevention and early intervention Reduce emphasis on enforcement and focus on education and support Deliver long term solutions by addressing root causes of ASB not symptoms Legislation – not the whole answer

A Perspective from your Organisation What housing or community policies, procedures and initiatives are available to you as a community proactive, preventative approach to ASB?

A Perspective from your Organisation Local Lettings Initiatives Sensitive lettings Resources and investment Secure by design Environmental layout and projects Partnership working Tenants and residents Associations Neighbourhood watch Community Coordinators Community Led Action Plans Projects and initiatives

A Perspective from your Organisation In small groups, identify a wider community ASB issue. Using the PIER Model and the options available to the landlord, devise an action plan to address the problem. Remember to identify roles, responsibilities and resources.