Anti Social Behaviour Review (ASB)

Consultation has concluded

This project was completed by the former organisation, Settle, and is no longer active.

Resident Panel Update: Improving ASB Reporting & Digital Access

The panel collectively decided to prioritise safety by conducting a thorough review of antisocial behaviour (ASB), hate incidents, and domestic abuse reporting. Their focus will be on improving digital ease and accessibility, ensuring that residents can access information and support more efficiently. The review will identify key areas for improvement and provide targeted recommendations to enhance how these issues are addressed. Additionally, the panel will assess digital accessibility across all services to ensure a more user-friendly experience for residents.

Below is a summary of recent discussions, key findings, and the actions Annette has encouraged the panel to take to help shape these improvements.

Resident Feedback - 7th March 2025

Meeting Summary - 4th March 2025

Focus - Portal Improvements Session

Ebonie shared portal updates with the panel, who proposed further enhancements. These will be implemented in three phases based on priority and complexity.

The Panel agreed they were happy with the initial recommendations and changes Ebonie had done with the reskin and felt this was a good step forward – these changes form Phase 1.

  • Phase 1 (Immediate Enhancements): Quick updates with minimal development.
  • Phase 2 (Short-Term Developments): Moderate changes requiring planning and testing.
  • Phase 3 (Long-Term Improvements): Larger updates needing technical work.

Improving the resident portal to make it easier to use.

Key Recommendations:
📝 Simpler language – Replace the term "arrears" with clearer wording.
🏡 Personal information updates – Prompt residents to update household details regularly.
🔧 Repairs section improvements:

  1. Clearer resident vs. Settle repair responsibilities.
  2. Categorising repairs for easier tracking.
  3. Extending repair history visibility to 18 months.

📢 Better communication & tracking:

  1. Email notifications for resident comments.
  2. A structured tracking system for resident comments and colleague responses.
  3. An escalation process for delayed replies.

🚨 Complaints & ASB Reporting:

  1. Restructuring complaints into clearer categories.
  2. Improving the Complaint and ASB reporting forms with better guidance.
  3. Ensuring safer options for domestic abuse reports.

Meeting Summary - 28th January 2025

ASB & Digital Access: What's Next?

During the January meeting, Joe provided a helpful update on planned improvements for ASB reporting and digital ease. Some changes are in progress, but further refinement is needed.

Key Discussion Points:
📞 Contacting Settle & the triage process – Could we provide clearer steps and more detailed information upfront?
🚨 Hate crime & domestic abuse reporting – These issues are currently handled separately, though future policies may explore a more integrated approach.
🗣️ Resident feedback on ASB reporting – Some residents shared that they still appreciate having a named neighbourhood officer and suggested that lower-level ASB cases could be resolved more quickly.

Annette encouraged residents to:
✅ Google housing associations in Herts, Beds, and Bucks.
✅ Click through to their ASB reporting pages and assess their effectiveness:

  1. Was it easy to find?
  2. Was the process clear and simple?
  3. What features stood out (good or bad)?

✅ Compare findings with Settle’s current approach and think about what an ideal ASB reporting process would look like.

Meeting Summary - 10th December 2024

Making ASB Reporting Easier

The panel reviewed Settle’s website and found that improvements are needed to make ASB reporting clearer and more accessible.

Key Findings:
✅ No clear ASB reporting option – The website does not have a dedicated ASB icon or a direct hotline link.
✅ Difficult navigation – Searching for “anti-social behaviour” brings up too much text instead of quick, clear guidance. This can be stressful, especially for those in distress.
✅ Need for a visual, guided process – Stress or worry can make it difficult to process lots of information. A simpler, step-by-step approach would be more effective.

Annette encouraged panel members to:
🔎 Explore other housing association websites to assess how easy it is to report ASB.
💡 Think about what would make Settle stand out as a supportive and accessible service for residents facing ASB.

This project was completed by the former organisation, Settle, and is no longer active.

Resident Panel Update: Improving ASB Reporting & Digital Access

The panel collectively decided to prioritise safety by conducting a thorough review of antisocial behaviour (ASB), hate incidents, and domestic abuse reporting. Their focus will be on improving digital ease and accessibility, ensuring that residents can access information and support more efficiently. The review will identify key areas for improvement and provide targeted recommendations to enhance how these issues are addressed. Additionally, the panel will assess digital accessibility across all services to ensure a more user-friendly experience for residents.

Below is a summary of recent discussions, key findings, and the actions Annette has encouraged the panel to take to help shape these improvements.

Resident Feedback - 7th March 2025

Meeting Summary - 4th March 2025

Focus - Portal Improvements Session

Ebonie shared portal updates with the panel, who proposed further enhancements. These will be implemented in three phases based on priority and complexity.

The Panel agreed they were happy with the initial recommendations and changes Ebonie had done with the reskin and felt this was a good step forward – these changes form Phase 1.

  • Phase 1 (Immediate Enhancements): Quick updates with minimal development.
  • Phase 2 (Short-Term Developments): Moderate changes requiring planning and testing.
  • Phase 3 (Long-Term Improvements): Larger updates needing technical work.

Improving the resident portal to make it easier to use.

Key Recommendations:
📝 Simpler language – Replace the term "arrears" with clearer wording.
🏡 Personal information updates – Prompt residents to update household details regularly.
🔧 Repairs section improvements:

  1. Clearer resident vs. Settle repair responsibilities.
  2. Categorising repairs for easier tracking.
  3. Extending repair history visibility to 18 months.

📢 Better communication & tracking:

  1. Email notifications for resident comments.
  2. A structured tracking system for resident comments and colleague responses.
  3. An escalation process for delayed replies.

🚨 Complaints & ASB Reporting:

  1. Restructuring complaints into clearer categories.
  2. Improving the Complaint and ASB reporting forms with better guidance.
  3. Ensuring safer options for domestic abuse reports.

Meeting Summary - 28th January 2025

ASB & Digital Access: What's Next?

During the January meeting, Joe provided a helpful update on planned improvements for ASB reporting and digital ease. Some changes are in progress, but further refinement is needed.

Key Discussion Points:
📞 Contacting Settle & the triage process – Could we provide clearer steps and more detailed information upfront?
🚨 Hate crime & domestic abuse reporting – These issues are currently handled separately, though future policies may explore a more integrated approach.
🗣️ Resident feedback on ASB reporting – Some residents shared that they still appreciate having a named neighbourhood officer and suggested that lower-level ASB cases could be resolved more quickly.

Annette encouraged residents to:
✅ Google housing associations in Herts, Beds, and Bucks.
✅ Click through to their ASB reporting pages and assess their effectiveness:

  1. Was it easy to find?
  2. Was the process clear and simple?
  3. What features stood out (good or bad)?

✅ Compare findings with Settle’s current approach and think about what an ideal ASB reporting process would look like.

Meeting Summary - 10th December 2024

Making ASB Reporting Easier

The panel reviewed Settle’s website and found that improvements are needed to make ASB reporting clearer and more accessible.

Key Findings:
✅ No clear ASB reporting option – The website does not have a dedicated ASB icon or a direct hotline link.
✅ Difficult navigation – Searching for “anti-social behaviour” brings up too much text instead of quick, clear guidance. This can be stressful, especially for those in distress.
✅ Need for a visual, guided process – Stress or worry can make it difficult to process lots of information. A simpler, step-by-step approach would be more effective.

Annette encouraged panel members to:
🔎 Explore other housing association websites to assess how easy it is to report ASB.
💡 Think about what would make Settle stand out as a supportive and accessible service for residents facing ASB.

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