News

The awareness week, run by the charity Resolve, takes place from 18 to 24 November and encourages communities to take a stand against ASB. It also highlights the actions that those experiencing it can take.

The campaign coincides with the one-year anniversary of our specialist ASB Resolution Team, which has created more capacity for us to resolve cases, improve our communications and give customers a better experience.

Over the last year, we supported 624 customers to find resolutions and help prevent further incidents. We’ve also recruited a new customer panel, who meet throughout the year to provide feedback on our ways of working and policies.

How we supported one customer

A customer, who had their ASB issues resolved by the team, said: “The communication, advice, and effort from your team have been nothing short of wonderful. You have listened to my concerns, understood my situation, and done everything in your power to ensure a safe and successful outcome for me and my children.”

Sarita Gregory-Brook, A2Dominion’s Head of the ASB Resolution Team, added: “It’s been a great first year for the team, but we know there’s more work to be done. Even small ASB issues can have a big impact on the lives of our customers. We’re committed to giving them the best possible service by listening and understanding concerns then working with partnership organisations to resolve them.”

Listening to customers

Customer feedback makes huge difference to the way we deliver our services. We’ve set out below some of the improvements we’ve made as a result.

Customers said

ASB cases were not well supported or given priority.

We did

• Last year we invested in a new dedicated ASB Resolution Team which is solely responsible for managing and resolving ASB cases.

Customers said

They want to be kept informed on our progress and have the same case manager.

We did

• Specialist members of our team have responsibility for ASB cases, seeing them through from start to finish
• We acknowledge all new queries within 48 working hours and provide an update every 2 weeks
• We’ve made significant improvements to how we communicate with customers on the progress of their case. In February this year, we achieved a satisfaction rate of 33%, which increased over 5 months to 79%.

Customers said

They want to have more opportunities to give feedback and get involved.

We did

• We launched a customer panel this year which meets regularly. It provides an opportunity for customers to give feedback and help improve our service
• We attended Big Impact Days which are held in our communities throughout the year. We met customers in-person, heard their concerns and provided advice on next steps
• Customer recommendations have already been incorporated into staff training and continuously help us to improve our service.

More information

Visit our dedicated ASB Help pages to find out more about the support we provide to our customers.