Enfield roars ahead

In August 2020, the management at Enfield Council - tip of North London - decided to re-invigorate the Anti Social Behaviour Service to Council Tenants and the Private Sector by introducing a new set of Key Performance Indicators, which would apply to both Housing and the Community Safety Unit, and would require a re-configuration of the Caseworks ASB System, which was installed in Enfield over 15 years ago.

The new policy required many changes to the system, one new screen and several enhancements. This then required that all 40 staff would require some training. This task was undertaken by HUBSolutions using Microsoft TEAMS. The total retrain was hugely beneficial. Some staff were new since the last round of training and needed more assistance. Staff were very positive about the policy change and the new version of the system. Housing staff could immediately see the benefits there would be if more of their letter templates were uploaded, and this was done. Minor enhancements suggested by staff were carried out. Some staff who were new to the service were given one-to-one training and with screen sharing, were talked through entering their first case.

By the second quarter the benefits of the initiative were becoming clear in the statistics. All the Housing KPIs were rising towards 100% compliance. The improvements were also facilitated by the resolving of reporting lines within Caseworks, which had become out of date after a large number of reorganisations. New reports were created for Team Leaders to give them an overview of the cases which their teams were handling.

It was an excellent example of partnership working, both within the Council and between the Council and HUBSolutions. At virtually no cost there had been a very significant improvement of service to the public.