What is an... ASB Tenancy enforcement officer?

What do you actually do?

Help prevent and investigate complaints of antisocial behaviour. I establish whether complaints are justified and, if they are, find the best way to resolve the issues. That means I listen to a lot of complaints. We try to prevent ASB through increased tenant participation and partnerships with police, the local council and youth offending team.

Why did you choose this job?

ASB can have a huge effect on people’s quality of life and seriously shape their opinion of their landlord. Not everyone can do it but it is definitely one of the most interesting roles in housing.

Was it what you expected?

Pretty much. Through my experience as a generic housing officer I was aware of the frustrations dealing with ASB could bring.

Are the hours long?

They can be. Things often kick off at 4pm on Friday. You can’t leave it until Monday – you must try to resolve it for the weekend. So visits on a Friday evening are not unheard of.

What has been your biggest personal challenge?

Trying to educate people to be more tolerant of lifestyles they may disapprove of but aren’t necessarily antisocial and that it is normal to hear some noise from a neighbour when your home is joined to another property.

Would you recommend this job?

Yes to the right person. It can be quite stressful and lots wouldn’t want to do it.

What kind of skills do you need?

Good communication and listening skills. You also need to organise your time well and be able to keep accurate records – I had over 700 ASB cases between April 2003 and April 2004. You need good investigations skills and mustn’t be easily intimidated.

What kind of personality do you need?

Not one that is easily offended or takes things personally. People who are frustrated or defensive can appear aggressive. Stay calm and keep to the facts. Don’t be pushed into a situation when you say something that can make matters worse – never say you’ll do something you know you can’t.

The best/worse bits about the job?

I’m lucky in that my organisation has a long-term commitment to tackling ASB and will support me to resolve a situation in the best way, whether it is legal action, a management move or putting up a six-foot fence. The worst bit is dealing with people with an unrealistic perception of what ASB is. This is usually made worse after an episode of Neighbours from Hell or an announcement on the latest government initiative. Not all youths hanging around an estate are on drugs, about to start a riot and therefore need to be “ASBOed”.

What is the most satisfaction you have got from the job?

When someone rings because someone has advised them that we will be able to sort out their neighbour problems. Our use of ABCs, cautions and ASBOs has been well supported by tenants and other stakeholders.