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 becoming a priority for housing associations and social housing providers, with a freedom of information request in March 2022 showing that U.K. police forces failed to send officers to more than half of the 3.6 million reports of anti-social behavior between 2019 and 2021. 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.
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
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.
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.
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.
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!
- 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