ASB incident management overview
Anti-social behaviour is any aggressive, intimidating or destructive activity that damages or significantly impairs another person's quality of life. In other words, behaviour that undermines any person's right to enjoy their home, their neighbourhood and their daily life in peace and safety. A key aspect of ASB incident management is full ownership of the incident - monitoring and tracking the progress of the resolution and keeping those affected up-to-date with the status of the investigation and all proposed actions. The role of the housing officer capturing the reported ASB incident is to obtain sufficient information, through effective questioning, to determine the appropriate next steps, and crucially to assign the right categories to the resulting case that reflect the constituent elements. Appropriate incident assessment and recording are a key part of an effective contact management process, helping to identify repeat victims, vulnerable individuals and communities, along with recurring environmental issues that impact on a tenant's quality of life.
The driving principle in ASB incident management is to resolve issues at the earliest stage possible and achieve a positive outcome, acting decisively and authoritatively throughout, whilst keeping the complainant central to all activities. Early intervention is the key to effective ASB incident management, giving full consideration to local restorative outcomes to resolve concerns, and wherever possible enable or facilitate community involvement in determining the appropriate response. Overall, intervention should be appropriate, reasonable and proportionate to the behaviour, and that which is most likely to produce an effective solution.
Within Civica Cx Housing, ASB incident management focuses on the creation of a case, using categories that reflect all aspects of the incident, and its subsequent progression through to a successful outcome. ASB cases are broken down into a series of tasks, with each task having the potential to be assigned to a specific owner. During the progression of an open case, it is possible to attach files that provide contextual background, such as images, videos, and the like. Any number of discrete notes can also be appended to the ASB case as an aide memoir to the owner, these appearing as separate entries within the event log, and forming part of the overall case file.
Separate help articles have been created for each key aspect of ASB incident management, including: