Date & Time
Thursday 13th February 2025,
9:30 AM - 4:00 PM
Venue
Online
CPD Certified
Availability
Available
Purchase
Overview
Anti-social behaviour is a broad term, encompassing a myriad of different disruptive behaviours which have a negative impact on individuals and communities. Tackling anti-social behaviour is a particularly difficult issue to mitigate and resolve and is increasingly becoming a priority for housing associations and social housing providers. Adding to this are newly announced measures as part of the Government’s wider Anti-Social Behaviour Action Plan (March 2023) to support social housing landlords to crackdown on unruly tenants.
This Effective ASB Case Management in Housing course will focus on how landlords in the social housing sector can effectively handle complaints of anti-social behaviours and help you develop essential skills such as robust investigation methods and case management principles, in order to manage both risk and expectations.
This event is packed full of energy, interesting content, unique perspectives, humour and long-lasting impact. This course will cover the fundamental principles of ASB case management, from opening cases, early intervention, investigations and closing cases effectively. Using a variety of techniques including videos, interactive activity, debates and information sessions, you will leave this training feeling re-energised and ready to take on your next ASB case with a fresh perspective.
Learning Objectives
Learn how to be more effective at opening and closing cases
Gain stronger interview and investigation techniques
Receive advice on how to be better at ASB case management
Key Speakers
Chris Grose
Founder
Chris Grose Training and Consultancy
Agenda
9:30 am
Introductions and Outlining the Learning Objectives for the Day
Chris Grose
Founder
Chris Grose Training and Consultancy
9:45 am
Session 1: Opening Cases Effectively
This session is highly interactive and will involve a series of activities and discussions about the practical elements of opening a case effectively. We’ll explore:
Case management principles
Risk Management
Attention to detail
Types of ASB
Unconscious Bias
What questions to ask
How to ask the questions
How to manage expectations
The variety of interview techniques which can be applied
Chris Grose
Founder
Chris Grose Training and Consultancy
11:15 am
Morning Break
11:30 am
Session 2: Action Planning and Interview Techniques
This session will focus on using problem solving techniques to investigate cases thoroughly and developing suitable action plans tailored to addressing the anti-social behaviour.
We’ll be using some case studies to develop action plans and exploring the different options available. Working in groups, participants will be trying out their new skills to obtain information from other delegates who have witnessed ASB from the morning session activities.
Chris Grose
Founder
Chris Grose Training and Consultancy
1:00 pm
Lunch Break
1:45 pm
Session 3: Effective Investigation
This session will give plenty of opportunity for debate, where we explore the variety of ways to contact the other party, deal with allegations effectively and help participants to understand the power of effective communication.
We’ll be using a case study to discuss the most effective ways to communicate with people being accused of ASB, how to manage counter allegations and exploring the investigative options at our disposal.
Chris Grose
Founder
Chris Grose Training and Consultancy
2:30 pm
Session 4: Managing Perpetrator Interviews
This session will provide useful insight to the dynamics of a perpetrator challenge interview and will explore all there is to know to stay in control.
From where the interview takes place, how it works and what is said – you will leave this session with some new ideas in how to manage these tricky situations.
Chris Grose
Founder
Chris Grose Training and Consultancy
3:30 pm
Session 5: Attention to Detail
We finish the day with a 30 min interactive activity based on the importance of attention to detail – we can’t give too much away, so you’ll have to sign up to find out!
Chris Grose
Founder
Chris Grose Training and Consultancy
4:00 pm
Trainer's Evaluation and Close
Chris Grose
Founder
Chris Grose Training and Consultancy
Audience
Tenant Engagement Officers
Heads of Complaints
Anti Social Behaviour Case Manager
Anti-Social Behaviour Team Leader
Heads of Customer Services
Resident Support Officers
Heads of Neighbourhoods
Anti-Social Behaviour Officer (ASB Officer)
Resident Support Officers
Service Managers
Pricing
Health & Voluntary Sector
£245 + VAT
Public Sector
£345 + VAT
Private Sector
£445 + VAT