Having listened to your feedback, we know that we need to resolve cases of ASB more quickly and communicate with you more clearly along the way.
In late 2023, we began our ASB improvement programme. To date, we have:
- Launched a new dedicated ASB Resolution Team, creating more capacity to resolve cases
- introduced new technology, including systems to help receive, capture and respond to new ASB cases more effectively
- updated our online customer portal so you can log ASB cases online more easily
- delivered specialist training, including mediation, so our colleagues are better equipped to resolve disputes effectively.
Why we’re making changes
Last year, we had more than 500 reports of ASB including issues such as substance use and aggressive behaviour. We always take reports of ASB seriously and we work hard to resolve cases as soon as possible.
However, we know we need to improve how we communicate updates on ASB cases with customers and we also want to be quicker with resolving issues .
By having a new dedicated ASB team, we are also freeing up time for our Neighbourhood Managers and Leasehold Managers to focus on the services they deliver to our customers such as inspecting estates, and carrying out risk assessments for buildings.
Dawn Wightman, A2Dominion’s Director of Homes and Communities, said: “We’re committed to tackling ASB as quickly and effectively as we can.
“We have listened to what you’ve told us about your experiences with our ASB services, and this feedback has been vital in helping us to develop the changes we’re making.
“By investing in a dedicated ASB Resolution Team and new technology, we’re creating more capacity to investigate and respond to customers’ concerns.
“Not only will we be able to respond more quickly to cases of ASB that are reported to us, we’ll also have a greater focus on taking preventative action where we can.”
Better outcomes for customers
Our improvement programme is just getting started and over time we will be:
- Resolving ASB that has been reported to us faster
- Communicating more regularly with you with updates on ASB cases
- Increasing visibility of A2Dominion colleagues on estates and at community events to give you more opportunities to speak in person with us
- Offering more support for residents experiencing ASB by offering access to emotional wellbeing services, victim and mental health support
- Proactively monitoring areas with high levels of ASB and working with communities to resolve ongoing issues
- Working with local police to identify and prevent ASB hotspots.
Have your say on our ASB policy
We’re inviting customers to help shape our new ASB policy, which sets out how we look at and handle anti-social behaviour cases. Look at our existing policy on our website.
If you’re interested in taking part in a focus group to have your say on the policy, please let us know by contacting us here.
More information
We have a raft of information on our online Help Centre about ASB, including how to report it if you are affected. Take a look on our ASB help page.