At Staffs Housing, we believe that everyone deserves to feel safe, secure, and supported in their home and neighbourhood. That’s why we’ve been reviewing how we handle Anti-Social Behaviour (ASB) reports—and, most importantly, listening to what you, our customers, have told us.
Over the past six months, we’ve gathered valuable feedback from customers whose ASB cases have been closed. This has helped us to understand what we’re doing well and where we can do better. Here’s what you told us—and how we’re using that feedback to make our services stronger.
What you told us:
- 93% of customers said we took their complaint seriously
- 86% said their case was resolved to their satisfaction
- 71% felt the outcome met their expectations
- 79% felt kept up to date during the process
- The overall score for how we handled ASB cases was an encouraging 3.29 out of 4
You also told us how you prefer to report ASB:
- 42% by telephone
- 29% by email
- 29% in person
We also saw a 38% response rate to our ASB surveys—higher when we called customers first.
Turning feedback into action
Your feedback has shown us what’s working and where we can improve. Here’s what we’re doing next:
· Improving communication
We know that staying informed during an ASB case is important. We’re exploring weekly or fortnightly update calls and making sure our teams keep in touch throughout the process.
· Setting expectations from the start
We’ll be clearer with you about what to expect from the very beginning of a case. That includes sending out a clear “actions letter” outlining what will happen, what we expect from everyone involved, and realistic outcomes.
· Faster feedback, faster improvements
Rather than waiting months, we’ll now review customer feedback monthly—so we can spot opportunities for improvement faster and act on them sooner.
· Team learning and accountability
We’re introducing regular ASB case audits and making sure your feedback is shared with Neighbourhood Managers. That means lessons learned are part of our ongoing staff check-ins and appraisals.
· You said, we listened
We're proud that five customers have already stepped up to help shape our services by becoming ‘involved customers.’ If you're interested in helping us do better, let us know!
It's all about thriving together
Our goal is to ensure every customer can thrive in their home and community—with the right support if something goes wrong. That’s why your feedback is so valuable. By listening to what you tell us, and acting on it, we can make Staffs Housing a better, safer place for everyone.
💬 If you’d like to get involved, share your thoughts, or learn more about how we handle ASB, get in touch with our team today.
asb@staffshousing.org.uk
01782 744533
Together, we can build stronger neighbourhoods and better support for all.
