ASB Telephone Survey August 2010 Out of 109 ASB cases provided for the telephone survey only 18 cases were able to be contacted. Was it easy to report to the Estate Management Team that you were receiving ASB?
Additional comments “Very difficult to get hold of the Housing Officer. Whilst I understand that Housing Officers work off site messages were continually left with no return call. Not very efficient” “Just told to fill out a diary, no help what so ever” “Phoned out of hours and an Officer called him back the very next day”
Did you feel that your complaint was taken seriously and professionally?
Additional comments “Although some action was taken, the situation continues and the people involved do not seem to have taken any action from the council seriously. It is a long-winded process. Where I'm not 100% sure the implications of what's happening is being taken seriously.” “Felt staff were blasé' about the situation but later was reassured that action would be taken”.
Has the situation improved to an acceptable level?
Additional comments “It has taken 9 months for the situation to improve to an acceptable level. Action has only been taken in the last couple of months” “Problems ongoing with perpetrators throwing stones and shouting abuse, feels council attitude diabolical”. “For a while, but problems are starting again”. Were you satisfied with the support and guidance from the housing officer who dealt with your case?
Additional comments “Too many fingers in the pie - no on e seemed to know what they were doing” “Officer kept her up to date with situation at all times” “Don't involve the council deal with it yourself” Would you report ASB again if there was a problem in the future?
Additional comments “Nothing gets done just told to fill out a diary” “I would want to but think it may be a waste of everyone's time and make situations worse than better in the long run.” “I would have to” Were you informed of the procedures for ASB and given an action plan?
Additional comments “Not much information was or is being given to me and when I have spoken to the housing team have felt that I was an annoyance rather than my circumstances being taken into consideration.” Was your complaint formally acknowledged in writing within 5 working days/24 hours from 1st June 2010?
Have you any recommendations to improve the ASB service? Comments “Happy with everything. Lengthy process of filling in forms. Sometimes makes me feel like 'can't be bothered'”. “Taking into account individual circumstances and not being brushed aside”. “Need a specific contact and reassurance that someone will return your call. I got extremely fed up of continually having to repeat myself to other officers in the absence of the Housing Officer that was dealing with my case”. “I think TBC are doing everything they can”
“Need a specific contact and reassurance that someone will return your call. I got extremely fed up of continually having to repeat myself to other officers in the absence of the Housing Officer that was dealing with my case�. What is your overall satisfaction level with the ASB service offered?