Sandwell Homes expects to improve its management of anti-social behaviour incidents using software from Tagish.
The ALMO, which manages around 115,000 properties on behalf of Sandwell Metropolitan Borough Council in the West Midlands, had no automated system to track and retain ASB data. A variety of Sandwell Homes staff needed access to the ASB data, including while they were away from the office, and the management board wanted a system that would integrate with existing procedures and provide automated prompts to ensure smooth workflow.
Following a competitive tender, Tagish’s web-based iCasework system was selected, with the system going live in February 2008. The system is used by 50 members of staff, including six dedicated ASB officers.
iCasework helps organisations meet the Respect standard for housing management, enabling ASB incidents to be recorded, managed and analysed in a multi-agency environment. Users can access the system and create case notes from anywhere with internet access, and are guided through the process from the moment a complaint is received, until all necessary actions have taken place and the complaint is resolved.
Stuart White, anti-social behaviour support officer, Sandwell Homes, said, “Our users have grasped the iCasework program very quickly and think it works well.”
Sandwell Homes is planning to extend the system to include mobile working, allowing ASB officers to use hand-held devices to capture information and update the central system while out of the office, and notifying and assigning staff to actions and deadlines.