#LISTENINGANDACTING
Supporting colleagues and
communities We’re creating a brand-new team within housing to offer specialist support, to colleagues and residents, in dealing with complex anti-social behaviour (ASB) cases and safeguarding.
Community Resilience Service (provided by a new team of five colleagues) will: • Give greater accountability to residents through a named contact point • Enable residents to receive timely updates and feedback • Give colleagues in-house expert support with their most complex cases, helping them reach a good conclusion and improve resident satisfaction • Ensure residents are supported effectively so they can continue to live with us • Enable us to take a more active role in partnerships and joint working with other agencies
up a disproportionate amount of time and be very stressful for colleagues, negatively impacting on their mental health.” “Refreshing our ASB training and providing support through ASB Ambassadors has helped, but it’s clear from colleague and resident feedback that there’s more we can and need to do, ahead of new housing standards which come into force next year.” And as we haven’t had a designated person in our housing service responsible for safeguarding, it’s led to an inconsistent approach to resolving matters. Once established, our new
#ListeningAndActing on feedback from colleagues, we know ASB cases are becoming more common and complex, often linked to mental health or substance misuse, alongside the negative impact of the reduction in support from other local services. ASB can have a significant impact on the sense of safety and wellbeing within our retirement communities, with communal spaces and compact neighbourhoods meaning relatively small issues can quickly escalate. As Customer Relations Manager Jonathan Earnshaw (below) explains, ASB doesn’t just have an impact on our residents. “Facing issues like these can take
Editor’s note As a lone worker, I find it
reassuring to have support with ASB. Having a dedicated team should also give residents the confidence to report issues they want help with too.
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