ASB case review management overview

In line with the housing organisation's published customer charter, the timely progression of each ASB case is controlled through a formal review process. The period of review is set at priority level and defined by service level agreement target completion milestones; hence the review timescales for individual ASB cases are individually set, based on the assigned categories and inherent priority types. On first creating a new ASB case, the review cycle linked to each assigned category is automatically triggered and can be progressed directly within the case file.

An integral part of the ASB case review process is to take a holistic approach to open cases, ensuring that resources are effectively deployed and to minimise any duplication of effort in managing separately recorded cases that are in fact related. It is therefore possible to link any number of open cases in a many-to-many relationship. Conducting regular, systematic quality checks on how cases are being handled should also feed into the outcomes of the review process, ensuring that:

• All staff dealing with ASB are taking a consistent approach to case management - particularly relevant when cases are being handled by several people, potentially at disparate locations
• The quality of all communications - letters, emails, etc. - meet the agreed standard
• Appropriate action is being taken, employing the right tools and collaborative opportunities
• All actions are being comprehensively recorded, forming a robust audit trail
• The needs of the perpetrator are thoroughly assessed and acted upon.

Typically, a core performance team operating within each housing organisation will take responsibility for the collation and measurement of all quantitative and qualitative data at regular intervals, providing advice and guidance around fluctuations in ASB case management procedures, along with any emerging issues. Identified best practice and lessons learnt from complaints, case reviews and other partner agencies can be shared with relevant staff members in a timely manner to deliver significant process improvements, and therefore the recording and analysis of all lessons learnt - including feedback sought through closed case customer satisfaction surveys - is an essential component of the continual review cycle.

Separate help articles have been created for each key aspect of ASB case review management, including:

• To consolidate related ASB cases
• To detach linked ASB cases
• To update the details of an open ASB case review
• To analyse the details of a completed ASB case review
• To capture the lessons learnt from an ASB case