Anti-Social Behaviour Case Management
To Learn More About Anti-Social Behaviour Case Management
What is Anti-Social Behaviour Case Management?
Anti-Social Behaviour (ASB) is conduct that causes, or is likely to cause, harassment, alarm or distress — from persistent noise nuisance and verbal abuse through to drug dealing, hate incidents, threats and serious violence. Social landlords are governed by the Anti-Social Behaviour, Crime and Policing Act 2014, which sets out civil injunctions, Criminal Behaviour Orders, Closure Orders, the Community Trigger (now the ASB Case Review) and absolute grounds for possession. The Regulator of Social Housing’s Neighbourhood and Community Standard requires landlords to work in partnership with police, councils and other agencies to tackle ASB and to be transparent with residents about how they will respond.
The operational challenge: an ASB case rarely sits with one team. Reports come from residents, councillors, the police, schools and other neighbours; investigations need diary sheets, body-worn video, professional witness statements, mediation referrals and tenancy enforcement; and any escalation to court demands a complete, unbroken evidence chain. Without one shared record, evidence is lost in inboxes, diary sheets stop being collected, and a case that could have ended at warning escalates because the audit trail isn’t there to support enforcement.
Anti-Social Behaviour — End-to-End Workflow
- Logged — ASB report captured from any channel (phone, online form, councillor letter, police partnership feed, resident portal) into one Anti-Social Behaviour case in the Propsys360 Case Management module on Microsoft Dynamics 365.
- Triaged — categorised against the harm-centred risk matrix; vulnerable victim screened in; high-risk cases routed to the multi-agency safeguarding hub on the same day.
- Action plan agreed — owner assigned; victim contacted within the published Service Level Agreement (SLA); communication preferences and safety plan recorded.
- Evidence gathering — diary sheets, body-worn video, professional witness statements, noise-app recordings and police occurrence numbers attached to the case as they arrive.
- Early intervention — warning letters, Acceptable Behaviour Contracts (ABCs), mediation referral or Tenancy Sustainment support delivered and outcomes recorded.
- Escalation — Notice Seeking Possession, civil injunction application, Criminal Behaviour Order or Closure Order pursued with the linked legal pack exporting in one click.
- Court / hearing — outcome recorded, costs awarded, undertakings attached, perpetrator’s tenancy file updated automatically.
- Closed — case closed against an outcome category aligned to the Regulator of Social Housing’s Tenant Satisfaction Measures (TSM); victim follow-up survey triggered.
- ASB Case Review (Community Trigger) — if the resident requests a review, the full case file exports in the format the local trigger panel expects with no rebuilding from notes.
Anti-Social Behaviour Case Management in Propsys360
- One record, one version of the truth — every Anti-Social Behaviour case lives in a single record in the Propsys360 Case Management module on Microsoft Dynamics 365, replacing diary-sheet folders, witness-statement attachments and police-liaison email chains.
- Linked across Propsys360 — joined automatically to the perpetrator’s and victim’s Tenancy, Complaints, Safeguarding and Contact records; one click to see the full picture before any enforcement decision.
- Harm-centred risk matrix built in — every case scored on victim vulnerability, frequency and severity so high-risk cases are escalated the same day, not lost in a queue.
- Digital diary sheets and noise-app integration — residents log incidents from a mobile device; entries land directly on the case timestamped, geolocated and ready as evidence.
- Legal pack export in one click — court-ready bundle of statements, diary sheets, warning letters, body-worn video logs and tenancy history, in the order legal services expect.
- Community Trigger / ASB Case Review ready — five-incident threshold tracking with automatic alerts so a review is never missed; full case file exports for the trigger panel without manual reassembly.
- Partnership working — secure case-sharing with police, council ASB teams, mental health services and schools, with Information Sharing Agreement evidencing on the case record.
- Tenant Satisfaction Measures (TSM) reporting — perception, response and outcome metrics pulled live from case data; board and regulator returns ready without a month-end spreadsheet exercise.
Teams Helped by Anti-Social Behaviour Case Management
Contact Centre / Customer Service Advisor — logs an Anti-Social Behaviour (ASB) report once and sees any prior reports about the same address, so the victim never has to repeat themselves and patterns aren’t missed at the front door.
ASB Officer / Neighbourhood Officer — runs the case from triage to closure with diary sheets, witness statements, body-worn video and partnership correspondence already on the record, ready to act rather than reassemble.
Tenancy Sustainment Officer — picks up linked early-intervention work — Acceptable Behaviour Contracts, mediation, mental health support — with the full case context already in front of them.
Legal Services / Litigation Lawyer — exports the legal pack in one click in the order the court expects; nothing missing, nothing reassembled at 8pm before a hearing.
Director of Housing / Head of Communities — sees every open ASB case, its risk score, owner and Service Level Agreement (SLA) status on one dashboard, with Tenant Satisfaction Measures (TSM) trends by patch.
ASB Case Review (Community Trigger) Coordinator — pulls the full case file for the trigger panel in one click and replies within the statutory timescale, with the audit trail intact.
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