In November 2019, we invited HouseMark into Radian to carry out an inspection of our anti-social behaviour (ASB) services. We are pleased to announce that we have passed the inspection, and following an agreed improvement plan, we are now fully accredited for the next three years!
To receive this accreditation, interviews took place with colleagues from across the Group, and we would like to thank everyone whose hard work and commitment led to this fantastic outcome. From logging cases, listening to customers and case management, more often than not, these processes lead to successful outcomes.
Here is a summary from HouseMark, which describes our good practice:
“During our assessment, we found an ASB service that continues to deliver outstanding results for your customers. You have developed consistency with the quality of your ASB casework and are responding positively to new challenges. We noted a service with the following characteristics:
- An effective service delivery model that has clear roles and responsibilities.
- A flexible and dynamic team approach.
- A clear focus on using legal tools effectively aided by your in-house Solicitor.
- Well-developed partnership approaches.
- A service that listens to the views of its customers.
Interviews with staff during the assessment demonstrated high levels of commitment to achieve positive outcomes for customers. In addition, you showed you continue to learn and respond to the challenges you face.”
ASB can disrupt and even destroy the quality of life of our customers and can damage communities as a whole. Our on-going commitment to providing such a fantastic and pro-active approach to managing ASB is reflected in this re-accreditation process.