Antisocial behaviour (ASB) remains one of the most pressing challenges for social landlords:

• It’s the second highest cause of complaints to the Housing Ombudsman; ineffective risk assessments, poor coordination and inadequate responses to hate crime are among the key concerns it highlights
• With fewer than six in 10 tenants satisfied with landlords’ handling of ASB, the Tenant Satisfaction Measures (TSMs) place ASB services as one of the lowest-rated services
• It’s high on the Regulator of Social Housing’s radar – the only element of the Neighbourhood and Community Standard it consistently inspects.

The government’s forthcoming Crime and Policing Bill aims to tackle ASB head on with some big commitments:

• Respect orders and enhanced powers around enforcement
• Extended powers around closure notices
• A new offence addressing exploitation and ‘cuckooing’
• Landlords required to report mandatory ASB data to the Home Office.

This is a pivotal act to prepare for.

This event will explore the practical impact and what you need to put in place, from reviewing and enhancing your partnership arrangements and collaborative working to providing staff training and streamlining your recoding and data management systems.

Equip your customer-facing teams to rise to the challenge of tackling ASB with confidence and clarity.

Discover how you can take a lead on delivering a proactive, fair and victim-centred approach to tackling ASB.

We’ll hear from expert speakers about:

• Best practice from customer-facing staff
• What the new law means for operational teams
• ASB complaints handling
• Partnership working
• Local/community-led responses to ASB.

This event is essential for anyone whose work includes ASB:

• ASB officers and manager
• Neighbourhood managers
• Other customer-facing staff dealing with ASB.

Adam Frame, ASB Manager, L&Q Housing Trust

Adam has 14 years’ experience working in the field of investigating, reviewing cases, taking enforcement actions, and supporting victims and alleged perpetrators who have experienced antisocial behaviour or criminal activity. He is passionate about delivering exceptional customer service and learning from past experiences to get things right first time. Previous roles include leading teams specialising in ASB, DA, vulnerability and support, and complex tenancy management issues.

He has worked across the home counties and London in various roles, from being a police officer to ASB manager at a London local authority and housing association. Working in different organisations has provided him with a deep understanding of the challenges and constraints of each role he has undertaken and what partner agencies regularly face.

He has successfully led teams on tackling community concerns, such as entrenched antisocial and high-level criminal behaviour. He has spearheaded and coordinated joint action plans with stakeholders to utilise all available tools and powers to reduce risk and provide sustainable support plans for residents. An example of this was that he was the first person in the local authority housing management department to successfully obtain a closure order and possession order on a property which was involved with criminal activity putting vulnerable families at risk.

Rebecca Bryant OBE, Chief Executive, Resolve

Rebecca became Chief Executive in 2018 after previously working as Manchester City Council’s Head of Crime and Disorder.

Rebecca is widely recognised as a thought leader for the sector.

Harry Cheong, Senior Research and Insights Manager, Places For People 

Harry Cheong is a Senior Policy and Insights Manager with Places for People’s (PfP) Public Policy Unit. His work focuses on policy issues with a housing nexus. Prior to joining PfP, he completed a Master of Philosophy at the University of Cambridge in Public Policy. He was also a civil servant in Singapore for over 6 years with the Ministry of Social and Family Development. A sociologist by training, he spent two years in academia both teaching and publishing. An ardent learner, he looks forward to engaging with others and hearing their thoughts.

Susie Forgie, Chair, HCTRA

Susan Forgie is a community councillor and chair of Haddington TRA in East Lothian. She helped lead the development of a grassroots ASB reporting app, now being rolled out county-wide. Her work focuses on practical, resident-led solutions and building constructive relationships between communities and local authorities.

Richard Blakeway, Housing Ombudsman, Housing ombudsman Service

Richard was appointed as Housing Ombudsman from 1 September 2019. He has extensive experience in the housing sector, with previous roles including Deputy Mayor of London for Housing, chair of the Homes for London board and non-executive director of Homes England. During his eight years at the Greater London Authority, Richard was responsible for a major investment programme, overseeing the delivery of 100,000 affordable homes and regeneration plans for 670 hectares of land owned by the authority. Richard led the creation of the first team at City Hall to address rough sleeping, commissioning around £10 million of services each year, as well as the first Social Impact Bond on homelessness.

Hannah Hulse, Tenancy Specialist, Clarion Housing Group

Hannah Hulse is a Tenancy Specialist at Clarion Housing Group with extensive experience in managing complex cases and working in partnership with external agencies. She is passionate about service improvement and mentoring others. Hannah brings a practical perspective to collaborative working in housing.

Mark Fretwell, Head of Estates, Hammersmith and Fulham Council

Neil Thurlow, AD Community Safety Resilience and CCTV, Hammersmith and Fulham Council

10:30am Welcome and introductions

• Adam Frame, ASB Manager, L&Q Housing Trust

10:40am Why is ASB on the Rise?

• Rebecca Bryant OBE, Chief Executive, Resolve

11:10am Practical approaches to working alongside third parties – The New Policing Bill

• Harry Cheong, Senior Research and Insights Manager, Places For People

11:40am Break

11:50am How we talk about ASB – community engagement and communication – case study

• Susie Forgie, Chair, HCTRA

12:20pm Chair’s reflections on the morning session and delegate Q&A with speakers

• Adam Frame, ASB Manager, L&Q Housing Trust

12:40pm Lunch

1:10pm The findings of the Ombudsman’s ‘Learning from severe maladministration’ report

• Richard Blakeway, Housing Ombudsman, Housing Ombudsman Service

1:40pm Practical approaches to working alongside third parties

• Hannah Hulse, Tenancy Specialist, Clarion Housing Group

2:20pm Improving tenant satisfaction in ASB handling

• Mark Fretwell, Head of Estates, Hammersmith and Fulham Council

• Neil Thurlow, AD Community Safety Resilience and CCTV, Hammersmith and Fulham Council

2:50pm Closing remarks from the chair

• Adam Frame, ASB Manager, L&Q Housing Trust

3.00pm Close

If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected].

Otherwise, a cancellation fee of £60 plus VAT will be chargeable.

If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance.

Cancellations must be made in writing and will be acknowledged by HQN Limited. Delegates may be substituted at any time.