CUSTOMER involvement is helping Erimus Housing in the fight against anti-social behaviour.

Residents of Erimus Housing have been working with the company to combat crime and nuisance.

The tenant focus group is just one of a range of initiatives the company has developed to improve their anti-social behaviour service.

The moves have already made a big impact – with satisfaction ratings hitting 8.8 out of 10 for the landlord.

Resident Doreen Kennedy from Stockton is a member of the group. She said: “I am very interested in tackling anti-social behaviour and I hope others can learn from my experiences.

“I hope I can help with what I have seen and learnt and I also appreciate learning from others as well to make a difference.”

The company is now using perpetrator surveys to ensure the person accused of committing anti-social behaviour understands and feels fairly treated, as well as repeat victim assessments, which allow better care for repeat victims and referral on to other agencies if necessary.

Monitoring equipment is now also used to assess reports of noise nuisance, meaning action can be taken or cases can be closed more quickly and the continuous improvement group means the service is delivered consistently and can monitor its progress.

The changes are part of Project Weave, an initiative putting customers’ needs at the centre of Fabrick Housing Group, the parent company of Erimus Housing.

Project Weave's main driver is about stepping outside of delivering services ‘because it has always been done that way’, taking a fresh look at the way that the business delivered its services from the customers’ perspective.

Last year, the project was shortlisted from more than 250 entries in the 2010 UK Housing Awards, run by the Chartered Institute of Housing and trade magazine Inside Housing.

Bob Brady, Chair of the Board for Fabrick, which covers an area from North Tyneside to York, said: “We know that anti-social behaviour is a top priority for people and one we are dedicated to tackling.

“We want our services to fully reflect the needs of the customer now and in the future and I would like to thank the residents and staff members involved in helping us make these changes so far.”
 

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