Listening to customers to improve our ASB service

23/06/2026

Last summer, we gathered feedback from customers and colleagues on our Customer and Communities Strategy. A clear message was that tackling antisocial behaviour (ASB) should be a key priority. One of the key themes from customers was that communication is key and to be able to speak with someone when they need it most, so we launched our ASB Respect Line at the start of March, giving customers access to a 24/7 reporting service. 

Working with customers 

As part of our plan to improve our ASB services, we asked our Customer Panel and Scrutiny Panel (CPSP) to review the service and they gave us recommendations. Our ASB and Stronger Communities teams met with customers in March and April this year. We wanted to hear about their experiences and what they think needs to change. This included: 

  • Two customer scrutiny sessions on 26 March and 2 April. 

  • Two customer surveys in March. 

  • Feedback from customers with direct experience of ASB and from wider customer networks. 

This gave customers a clear way to tell us what works well, what does not work, and what they would like us to improve. 

Customers said 

From this feedback, customers were clear about what they wanted to see when they reported ASB. They told us they want: 

  • Clear communication and regular updates. 

  • Simple ways to report ASB. 

  • A clear explanation of what will happen next. 

  • To feel listened to, treated fairly, and supported. 

  • Earlier and stronger action when ASB continues. 

  • Better staff training and more consistent support. 

  • Stronger links between ASB, safeguarding, and prevention. 

The main message was that good communication helps customers feel supported. Some customers also said they do not report ASB because they worry nothing will change, the problem may get worse, or they are unsure how their information will be used. This shows why trust, reassurance, and clear information are important. 

 

We did 

Because of this feedback, we have already started making changes. FCHO has: 

  • Increased the ASB team from five to six ASB Officers and added a Community Safety Coordinator. 

  • Started reviewing how we update customers and explaining the next steps during ASB cases. 

  • Improved training so teams have better knowledge and work in a more consistent way. 

  • Reviewed CPSP recommendations to make the service more visible, easier to access, and stronger on safeguarding and prevention. 

  • Supported colleagues to work towards formal qualifications, including the Level 4 Antisocial Behaviour and Community Safety Officer Apprenticeship. 

  • Improved systems so we can better understand data and manage live cases. 

These changes will help us focus on the issues that matter most to customers and improve the support they receive. 

What happens next 

Next, we will use what customers told us to shape our ASB improvement plan. Over the next 12 months, we will focus on: 

  • Taking earlier and stronger action. 

  • Giving clearer communication and setting clear expectations. 

  • Supporting customers better throughout their ASB case. 

  • Helping build safer and more supportive communities. 

We are grateful to everyone who shared their time and experiences with us. By continuing to listen and act on customer feedback, we will keep improving our ASB service and help make our communities safer places to live. Engagements and insights with our customer groups, combined with our Tenant Satisfaction Measures (TSM) results, is helping us strengthen and improve our approach to managing ASB. 

ASB Awareness Week 

Our ASB team will be attending events during ASB Awareness Week, so customers can speak to us, ask questions, and find out how we can help.