From everyday support to safer communities: Meet the Housing Executive helping make a difference

During ASB Awareness Week, she is sharing an insight into the work that goes on behind the scenes to support residents, build confidence and tackle issues before they escalate.

While many people only see the outcome of anti-social behaviour cases, Amy and her colleagues work tirelessly behind the scenes.

Anti-social behaviour can take many forms, ranging from noise nuisance, boundary disputes and parking issues through to more complex cases involving safeguarding concerns. While high-profile incidents often attract attention, many reports are resolved through communication, mediation and early intervention.

Amy works closely with customers, the police, local authorities and other agencies to investigate reports, gather information and find a solution to problems.

She said: “One of the most challenging cases I’ve dealt with involved ongoing nuisance and disruptive behaviour at a property, with large numbers of visitors coming and going at all hours. The situation was having a significant impact on neighbouring residents, affecting their quality of life and leaving some families feeling anxious in their own homes.

“The case was complex, involving a number of vulnerabilities, including substance misuse concerns, which meant we needed to work closely with partner agencies such as the police and the local authority.

“There were periods when things improved, but the issues would often reoccur, so it was important that we continued working together to find a long-term solution.

“Thankfully, through partnership working and a great deal of perseverance, the situation was resolved in a way that addressed the needs of those involved while allowing neighbouring residents to feel safe and settled in their homes again.”

While cases such as these can have a significant impact on those involved, they represent a small proportion of the day-to-day experiences within Housing Plus Group communities.

The vast majority of customers are considerate neighbours who contribute positively to their neighbourhoods and take pride in where they live.

Amy added: “Sometimes people need enforcement but sometimes they need help. Every situation is different and it’s about finding the right approach, while always putting the safety of residents first.”

Amy says the job can be emotionally demanding, due to supporting those who have been left anxious or afraid because of the behaviour they have experienced.

“You need resilience, empathy and the ability to stay calm under pressure,” she said.

“Our residents trust us with some of the most difficult situations, so building that trust and relationship is really important.”

Despite dealing with challenging situations, Amy says the successes far outweigh the tough days.

“Seeing someone’s confidence return, knowing they can sleep at night or enjoy being at home again is incredibly rewarding. It’s those moments that bring the most job satisfaction and remind you how important our work is.

“Our role is to work with residents and partner agencies to address issues fairly and effectively wherever they arise, while recognising that the overwhelming majority of customers are responsible neighbours who want the same thing – a safe and peaceful place to call home.”

As part of ASB Awareness Week, Housing Plus Group have unveiled an updated Group-wide ASB policy, designed to empower staff with clear guidance and a fair and transparent approach when responding to ASB and supporting customers.

Phil Heywood, Neighbourhood Manager, added: “Everyone deserves a safe and comfortable place to live, which is why refreshing our ASB Policy and ensuring our teams fully understand the process from report to resolution, as well as their roles and responsibilities in relation to dealing with it, is crucial.

“Understanding what anti-social behaviour is, how to report it and what support is available can help us respond more effectively when problems arise.

“This updated policy is directly influenced by our customers’ and their experiences of reporting ASB, we hope this will empower affected customers to continue to report any instances and have confidence that we will continue to improve the support we provide.”

Photo caption: From left, Amy with Housing Apprentice, Halle