Overview

14 Dec, 20219:30 am-4:00 pm
Online Training Course

Anti-social behaviour is a broad term, encompassing a myriad of different disruptive behaviours which have a negative impact on individuals and communities. With a sharp increase in the amount of time that people spend in their homes, as a result of lockdown measures enforced from March 2020, cases of ASB have risen dramatically. A particularly difficult issue to mitigate and resolve, tackling anti-social behaviour  is increasingly become a priority for housing associations and social housing providers. As such, this event 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.

The ASB Effective Case Management Course 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.

Key Speakers

Chris Grose photo
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP

Agenda

9:30 am
Introductions and Outlining the Learning Objectives for the Day
Chris Grose
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
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
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
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
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
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
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
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
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
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
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed
4:00 pm
Trainer's Evaluation and Close
Chris Grose
Chris Grose
Head of Social Housing Advisory Services and Housing Management
Capsticks Solicitors LLP
Confirmed

Audience

  • Tenant Engagement Officers
  • Resident Support Officers
  • Heads of Complaints
  • Heads of Neighbourhoods
  • Anti Social Behaviour Case Manager
  • Anti-Social Behaviour Officer (ASB Officer)
  • Anti-Social Behaviour Team Leader
  • Resident Support Officers
  • Heads of Customer Services
  • Service Managers