Actions tracker

Key finding, action or recommendation

Update

 Progress

Majority of customers have a good understanding of ASB and hate crime. A large number of customers don’t understand the term mate crime.  

Recommendation: More communication around the signs of all of these. More information could be added to the website.

We've begun to make improvements to the ASB section on our website. Taking into account this feedback, we'll add more information about hate and mate crime.

 In progress.

40% of customers who responded didn't know how to report any of these issues to us.  

Recommendation: Regular communication explaining how to report any issues.  

We've introduced a new option on the phone lines so that it gives customers the option to report ASB. We've worked on improvements to the website and we're including more information in Our Voice magazine. We've also added some new functionality to the Noise app to make it easier to provide evidence to us of ASB. You'll also find a link on this page direct to the ASB section of our website.

 Complete.

Most customers advised they would prefer to report these issues as a phone call.  

 Recommendation: Customers recommended that we have a dedicated line for reports such as these or an option on the phone line. They advised sitting in the queue or not being answered by the busy call centre can be upsetting when calling about these issues.

We've introduced a new option on the phone lines dedicated to ASB. This new option will bypass Customer Services and take you direct to the ASB Team.

 Complete.

Some customers advised they would not report this to us as they would prefer to contact the police, some didn’t feel that we would act upon the issues and some customers advised they wouldn’t feel confident in reporting such issues. 

 Recommendations: Publishing case studies around how we help with cases may help to improve how people feel about this. 

We've now added more information to our website of how we work on cases and how we can support customers. We're gathering case studies which we'll publish anonymously of previous cases to show customers ways in which we can help them with different situations. We hope this will give customers more confidence that we can support them.

 In progress.