Tenant Auditors Group (TAG)

Audit 2024 - Anti-Social Behaviour

Executive Summary

The Tenant Auditors reviewed the customer experience of reporting Anti-Social Behaviour (ASB) in Sandwell. While information on the Council website was generally clear and easy to understand, the audit identified significant concerns around communication, case management, consistency and customer outcomes.

Key Findings

  • ASB case numbers in Sandwell are significantly higher than national benchmarks and neighbouring authorities.
  • Website information was clear, but the ASB reporting process on MySandwell was overly complex and could discourage reporting.
  • Tenants requesting an ASB Case Review reported poor communication, limited support and low satisfaction, with 100% dissatisfied with the outcome.
  • Many tenants were not offered appointments, named contacts, investigation plans, action plans or regular updates.
  • Communication was the most common concern, with many residents feeling unheard or unclear about case progress.
  • Staff interviews highlighted inconsistent practices across the borough, confusion around procedures, poor coordination and a lack of victim-centred approaches.
  • Internal reviews found many ASB cases were misclassified, with some open for several years and many potentially better managed as tenancy breaches.
  • Testing of closed cases showed key ASB protocols were frequently not followed, including contact targets, investigation plans, closure discussions and closure letters.

Key Recommendations

  • Simplify and improve the ASB reporting process, particularly on MySandwell.
  • Improve communication, updates and support for victims throughout the case journey.
  • Review and consistently apply ASB policies and protocols across all teams.
  • Ensure services are victim-centred and outcomes-focused.
  • Strengthen case management, monitoring and learning from ASB trends.
  • Improve staff training and coordination between teams and partner agencies.

Conclusion

The audit found that while information is accessible, the ASB service lacks consistency and does not always follow its own procedures. Improving communication, adherence to protocols and a victim-centred approach will help build confidence and deliver better outcomes for residents experiencing ASB.