星空传媒

I was recently asked by a client to help draft what he called 鈥渟uccess indicators鈥� for the organisation鈥檚 work on antisocial behaviour. He asked for simple indicators that his staff and board could understand and he wanted a system that would allow for a star rating. This is what I came up with, and I would value any feedback.

1. Taking on the case

Successful landlords get it right from the start of the case, handling all complaints with appropriate speed and professionalism.

They give the complainant a confident and professional first impression, log the complaint on the system and pass it straight to the investigating officer, who starts the investigation promptly.

The officer organises a good-quality and comprehensive interview with the complainant and an early and confident challenge with the alleged perpetrator.

Good records are kept from the beginning, including details of the problem, action plan, evaluation and risk assessment, action taken, confirmation letters and review.

When I talk to housing staff, if I find the above techniques and processes are the norm 鈥� and if I can read each file and get a clear understanding of the case 鈥� the organisation is on the right track.

2. Good record-keeping

It is vital to hold on to detailed and accurate information. A landlord that builds up a strong record-keeping ethos delivers ever greater success. Record-keeping covers a wide range of systems, information and evidence, such as simple database systems, separate case folders, case management files, file notes, witness accounts and statements, incident diaries, photographs, video and audio tapes, confirmation letters and witness contact lists.

Exciting, glamorous successes are founded on low-key tasks and attention to detail.

3. Legal action

If there are few cases going to court with successful results, I get worried.

It is not that each case should be resolved through expensive legal action, but I am suspicious if there is an absence of quick and successful court cases. Conversely, I am comforted if the landlord is using the full range of legal remedies to stop nuisance rather than just seeking evictions.

A successful and confident landlord will try out and value the various remedies: tenancy injunctions, protection from harassment injunctions, antisocial behaviour orders, power of arrests, committal hearings, exclusion orders, expedited possession hearings, emergency injunctions, non-tenant injunctions and so on.

Courtroom success is only possible where the groundwork has been done and where systems are in place and working well: good investigations and challenges, good record keeping, quick and experienced solicitors, effective witness support.

An absence of, or a difficulty in securing, legal solutions is an indication that the system is not working properly and the landlord is struggling in this work.

4. Staff confidence and enjoyment

This indicator may sound silly and I doubt the Audit Commission will ever adopt it, but I feel it is important.

The word 鈥渃onfidence鈥� is commonly used in antisocial behaviour work 鈥� people talk about confidence in defining antisocial behaviour, in talking to witnesses and knowing the next steps.

Housing staff are usually not confident and not happy about nuisance cases because they are uncertain exactly what they should be doing, or angry and frustrated that they do not have the correct tools and support to take on and resolve cases. Landlords whose housing staff are confident about this work, and no longer take on a fresh complaint with a sense of dread, are landlords with systems in place that are working well.

5. Witness-centred ethos

How seriously does the landlord take antisocial behaviour problems? How closely does it listen to complainants and to its clients? How accessible and accountable is it? Do officers routinely think, 鈥渨hat if these complaints were true, and what if this were my home鈥�?

Such a culture within the organisation maximises the chances of success.

A witness-centred approach is not about taking sides or uncritically believing everything that is said. It is about listening carefully, being professional and about taking quick, appropriate action.

Put simply, having a witness-centred approach is a prerequisite for success.

Those landlords that have embraced this culture are making great strides.