A practical 3-hour introduction to anti-social behaviour case management in social and community housing.
Duration
3-Hours
Location
In-House and Online
How to attend this workshop
In-House Workshop
If you have eight or more people interested in attending this workshop, our in-house training is tailored to your learning needs and offers great value for money.
In-house workshops can be delivered online or face to face!
Online Public Workshop
Join the waiting list and we’ll let you know as soon as the next workshop opens.
Self-Paced e-Learning
Complete the course online in your own time by enrolling in the self-paced e-Learning course.
Anti-social behaviour complaints can quickly become complex. What starts as a report about noise, behaviour or a potential neighbour dispute can involve risk, vulnerability, conflicting accounts, community tension and pressure on staff to act quickly.
This practical 3-hour workshop gives housing teams a clear framework for responding well from the first point of contact. Participants will learn how to understand what is being reported, distinguish neighbour nuisance from anti-social behaviour, ask better questions, manage expectations, identify early risk indicators and decide what should happen next.
This workshop introduces core principles from our full Anti-Social Behaviour Case Management Program and is ideal for staff who need a practical, accessible introduction to managing neighbour nuisance and ASB complaints.
For organisations looking for deeper development across the whole ASB case journey, our full Anti-Social Behaviour Case Management Program provides a more comprehensive learning pathway covering triage, risk, vulnerability, investigations, counter complaints, action planning and case closure.
What participants will learn
On this three-hour workshop, participants will learn how to:
What this workshop covers
Understanding neighbour nuisance and ASB complaints
Participants explore the difference between neighbour nuisance, neighbour disputes and anti-social behaviour, and why getting this distinction right matters.
This includes looking at how reports are framed, how impact is described and how early assumptions can influence the direction of a case.
First contact and early triage
Participants consider what good first contact looks like, including how to listen well, gather relevant information, identify immediate concerns and explain what will happen next.
The session explores the importance of asking the right questions at the right time.
Managing expectations
Neighbour nuisance and ASB complaints can be highly emotive. Participants will explore how to communicate clearly and empathetically while setting realistic expectations about what the organisation can and cannot do.
Harm, impact and risk
Participants will be introduced to a harm-centred approach to early assessment. This includes recognising when a report may indicate risk, vulnerability, safeguarding concerns or a need for escalation.
Professional curiosity
The workshop encourages participants to look beyond the presenting complaint and consider what else might be going on.
This includes recognising when neighbour nuisance or ASB reports may be linked to wider issues such as mental health, domestic abuse, hoarding, exploitation, substance use, unmet support needs or community conflict.
Taking the next step
Participants will consider how to decide what should happen next, including when to provide advice, when to gather more information, when to signpost, when to escalate and when a more formal ASB case-management approach may be needed.
Who should attend this workshop?
This workshop is suitable for:
- Housing officers
- Tenancy managers
- Neighbourhood teams
- Community housing workers
- Customer contact teams
- Team leaders and managers
- Staff who receive, triage or respond to neighbour nuisance or ASB complaints
It is suitable for newer staff who need a practical introduction and experienced staff who want a refresher on early triage, communication and decision-making.
3-hour workshop or full ASB program?
Choose this workshop if you need:
- A practical introduction to neighbour nuisance and ASB complaints
- A short, focused session for housing or tenancy teams
- A refresher on first contact, triage and expectation-setting
- A useful starting point before committing to the full program
- Practical tools staff can apply immediately
Choose the full Anti-Social Behaviour Case Management Program if you need:
- A more comprehensive ASB case-management pathway
- Deeper development across the whole case journey
- More detailed learning on risk, vulnerability and safeguarding
- Investigation planning and evidence gathering
- Interviewing techniques for complainants and the person alleged to be causing harm
- Support with counter complaints, taking action, monitoring and case closure
- Greater consistency across teams managing complex ASB cases
Key outcomes
By the end of the workshop, participants will have: