Tenancy Enforcement

April - June

ASB and neighbourhood management

You said: We did:
Using feedback from customers alongside other insights, it was found that issues weren’t always being logged correctly e.g. property abandonment and fly-tipping were being logged as ASB cases rather than to the Housing Team.
Improvements to our systems were made to allow customer cases to be highlighted as neighbourhood management, rather than ASB, to ensure that the correct team is dealing with the enquiry and caseload is managed appropriately. Examples of neighbourhood management include fly-tipping and property abandonment.


Call handling

You said: We did:
Customer feedback highlighted call wait times for these issues were an area in need of improvement.
Following a review, Tenancy Enforcement Coordinators (TECO), formerly ASB Advisors, now take calls directly from a dedicated phone line. This’ll put customers in touch with the right team at the first point of contact, improving the customer journey.