1. Using Customer and Community Complaints to Improve Services
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

2. 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

3. 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.

4. 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?

5. 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.

6. 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

7. 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

8. 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.

9. 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

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

11. #StrongerNorth – An Edinburgh Initiative

12. 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

13. 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?

14. 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

15. 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.