Members of Coastline’s Scrutiny Panel recently carried out a review of Anti-Social Behaviour (ASB) action plans to identify ways to improve the customer experience. The review explored customer feedback, surveys, complaints, policies and colleague insights.
The review found that customers value clear communication, regular updates and knowing what actions are being taken. It also highlighted several opportunities to improve information, guidance and consistency across the service.
As a result, a number of improvements have already been made, including:
- Updates to ASB information on the website, with improved signposting and expanded FAQs
- Enhanced customer guidance and self-help resources, making it easier to understand how to deal with ASB concerns
- Changes to ASB flowcharts to reinforce customer safety when dealing with neighbour disputes
- New social media campaigns to raise awareness of ASB and how to report it.
- Additional training and support for colleagues to ensure a more consistent experience for customers
- Ongoing improvements to policies, procedures and risk assessment processes, making them clearer, more customer-focused and easier to understand
Many of the recommendations made by customers are already being implemented through Coastline’s wider ASB improvement programme, helping to create a more transparent, consistent and supportive service for customers affected by anti-social behaviour.
This review demonstrates how customer feedback directly influences services and helps shape meaningful improvements for all residents.
We’re committed to continuing to listen and learn from our customers. If you have feedback about our anti-social behaviour service, or suggestions for how we can improve, we’d love to hear from you. Your views help us shape services that better meet the needs of our communities and ensure customers remain at the heart of what we do.