Anti-Social Behaviour Communication (ASB)
At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we want to define "what good looks like" and make sure the outcomes are shaped by your ideas, experiences and priorities.
April
Thank you for all the feedback you shared on our Anti-Social Behaviour services. We’re pleased to share we received a total of 61 comments from 34 survey responses. Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.
📢 Here’s what we heard:
There were three main themes raised by residents when asked ‘what do you find most frustrating about our ASB services?’ These were:
- Lack of communication and responsiveness
- Ineffective action and resolution
- Lack of accountability and support.
A note from Jenny, Neighbourhood Income Lead, and Asha, Neighbourhood Coach
"A huge thank you to everyone who shared their valuable insight on our anti-social behaviour services. We’re committed to improving this service for residents, and we’ve already started making changes. Take a look below at our action plan, shaped by you!”
Improving communication
| You Said... | What we're doing... | What's next... |
|---|---|---|
| You don’t always see action after reporting anti-social behaviour, and you’re not sure what Settle is doing in response | We’ve introduced a new format for our Big Door Knock and Neighbourhood Action Week events to keep you better informed of what we’re doing at each stage of your Neighbourhood Plan. | We’re looking to gain more insight into the experiences of residents who felt less satisfied, so we can improve how we communicate and keep you in the loop about what we’re doing in response to your concerns. |
| We’ve published our Neighbourhood Action Plan for Jackmans, which includes more community safety events. | We’re working towards developing Neighbourhood Plans for The Grange and Westmill in the future. You can share your thoughts for these here on Settle Connect. |
Improving case management
| You Said... | What we're doing... | What's next... |
|---|---|---|
| You want quicker responses to queries | We’re reviewing our case management and reporting processes to make sure we’re meeting agreed timescales. | We’re working on clear action plans with set expectations and timelines for each case. We’ll share these with you from the start, so you won’t feel the need to chase for updates or get different answers depending on who you speak to. |
| You’d like all departments to be on the same page, as sometimes you get different responses depending on who you speak to | We’re providing regular training to new and existing colleagues to ensure cases are managed consistently and in line with our policies. |
Improving partnership working
| You Said... | What we're doing... | What's next... |
|---|---|---|
| You're not sure what Settle, the council, or the police are responsible for when it comes to different anti-social behaviour concerns | We have strong local partnerships with the police, councils, NHS, and fire service. We meet regularly through groups like the Joint Anti-Social Behaviour Group, Responsible Authorities Group, and Joint Action Group to discuss emerging themes and agree on actions to tackle issues. | We’re working to clearly display who’s responsible for what on our website, so you’ll know exactly who to contact to resolve your concern quickly. |
Making it easier to report issues
| You Said... | What we're doing... | What's next... |
|---|---|---|
| You find it difficult to report concerns of anti-social behaviour on our website | We're currently updating the online reporting tool with the Voice of the Resident Panel. | We’re exploring tools like noise-monitoring equipment and an app for reporting noise nuisance. |
| We’re reviewing best practice guidance from the Housing Ombudsman. | ||
| You find it difficult to report sensitive concerns over the phone | We’re holding regular meetings with our customer hub to make sure our responses are joined up and consistent. | We’re updating our triage questions to give clearer guidance on the process and what to expect. |
| We’ve co-created with residents and colleague our new service styles and will be rolling out training for all colleagues in the coming months to support them to resolve issues with care and understanding. | ||
Creating a better understanding of anti-social behaviour
| You Said... | What we're doing... | What's next... |
|---|---|---|
| Sometimes you’re not sure if what you're reporting is anti-social behaviour | We’re working on adding more detail about what is and isn’t considered anti-social behaviour, and how we can best support you on our website. | We’re looking to include more details on our website of our responsibilities, and those of our partners. |
| You don’t know where to find information on our website about anti-social behaviour | We’ve improved our anti-social behaviour webpage to make it more accessible and easier to understand. | We’re planning to include an anti-social behaviour section in our newsletter. |
These actions are still in the planning stage and may change over time.
Previously...
Between April and October 2024, we received valuable feedback from residents, helping us identify the Anti-social behaviour areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.
📊 Our scores as of January 2025:
We can see from the data below that our current satisfaction rate for managing and responding to ASB is currently at 58.74%. While there's room for improvement, we're already taking steps to address this by enhancing how we record cases. We ask for your feedback every time a case closes, and use this to continuously improve our case management process.
🔍 Here are the five key themes that were previously highlighted from residents' feedback:
- Improving communication
- Improving case management
- Improving partnership working
- Creating better understanding of anti-social behaviour
- Making it easier to report cases of anti-social behaviour
The Voice of the Resident panel are currently working on improving online accessibility issues related to Anti-Social Behaviour (ASB), after identifying a lack of information and difficulty in reporting ASB online. We understand the importance of having clear and simple information accessible to all when you need it most. That's why we're committed to making our digital services easier to navigate for residents.
We asked residents to let us know if they agreed with the five key areas above, or if they'd like us to focus elsewhere.
A message from Jenny Cornwell, Neighbourhood and Income Lead, and Asha Pomroy, Neighbourhood Coach
"Ensuring residents feel safe in their homes is a top priority for us. Addressing reports of anti-social behaviour (ASB) is a key part of this commitment and we are keen to hear your views on how we improve the service and our communications."
At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.
Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.
We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.
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Voice of the Resident Panel meeting update – November and December 2024
Our most recent Voice of the Resident (VoR) Panel meetings took place in November and December 2024.
Here is a summary of the areas of focus.
Overall performance
Colleagues presented an overview of service performance. Concerns highlighted by the panel included communication – not being clear on what we will do and when we will complete it by, or not meeting the timescales we set, follow-ups on repairs, complaint handling, and keeping residents better informed about what will happen next.
Suggested improvements included implementing more visible and understandable processes for complaints, repairs, and anti-social behaviour, with defined response times and escalation steps to help residents feel more informed.
The panel acknowledged the effectiveness of our gas safety processes and recommended adopting similar practices for repairs. Complaints handling remained a concern, low participation in surveys, particularly from dissatisfied residents, was noted as a limitation to performance data accuracy.
Sentiment Analysis & Priorities
The panel reviewed Settle’s top three priorities: efficient and timely repair services, complaint and query handling, and clean and green spaces, highlighting the importance of improving accessibility and responsiveness across these areas.
In addition to Settle’s top priorities, the panel identified anti-social behaviour as a key focus area. They highlighted the need to strengthen communication to address anti-social behaviour reports and neighbourhood management issues more effectively, moving beyond reliance solely on cases currently recorded under the heading of anti-social behaviour The panel also emphasised the importance of equipping the Hub to resolve low-level anti-social behaviour issues directly, with clearer signposting.
Digital ease was identified as another priority, with a focus on enhancing the resident self-service experience. The panel stressed the importance of understanding and addressing the reasons behind residents switching channels to ensure a more seamless and accessible process.
Complaints
As part of our review on how we carry out repairs in order to enhance the service – we are moving towards managing more repairs through our in-house services. This change aims to improve the quality of repairs and give us greater control over the process. The panel welcomed opportunities for career development and discussed initiatives like apprenticeships and expressed interest in contributing to future ideas.
Spotlight on Safety
During the November meeting, the panel agreed on the importance of ensuring homes meet safety and quality standards and agreed to focus on this topic at the December panel meeting. This also included reviewing the required outcomes for the Safety & Quality Standard and where safety plays a part across all four standards.
The December meeting followed a workshop format designed to identify specific outcomes and expectations related to health and safety that the panel wished to prioritise. Panel members independently reviewed the materials, discussed their key matters of interest, and collectively agreed on their focus areas.
These included anti-social behaviour, hate incidents, and domestic abuse, all of which fall under the Neighbourhood and Community Standard. This further affirmed the panel’s dedication to improving the safety and wellbeing of all communities, as noted under Sentiment Analysis & Priorities to add anti-social behaviour as a key priority.
The next step for the panel involves scoping their review and establishing clear, actionable criteria. This will ensure that the outcomes align with their commitment to enhancing safety and support for residents. We will share a summary of their scoping document early next year.
Update on Resident chair role
To strengthen resident leadership and accountability, a resident Chair and Co-Chair will lead the Voice of the Resident Panel. A resident has volunteered as Co-Chair, with a member of the Ops Committee considered for the Chair role to improve alignment and transparency between the groups.
Additionally, residents Alex and Chris have joined the Ops Committee and will attend a meeting early next year to introduce themselves and enhance collaboration with the resident panel.
Annual report for residents’ update
During the September panel meeting, we shared our plans to develop an Annual Report for residents. A copy of the Annual report was shared with the Panel and all feedback has been considered in the final document.
Early Messaging on Rents update
Following a request from the panel in May 2024 to preview messaging shared with residents about rents, early discussions began on the information planned for 2025. A draft document was provided for the panel’s review and input in November and a revised draft shared has been shared for further feedback.
Looking Ahead
In our next meeting on 28 January, the focus will be on agreeing the final scope for the anti-social beahviour review.
Who's Listening
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