Management United Kingdom Case Study 2022

Running head: MANAGEMENT
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Name of the student
Name of the university
Author note

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Table of contents
Part A...............................................................................................................................................2
a) Importance of good customer service......................................................................................2
b) The benefits of the organization gained by obtaining feedbacks from the customers............2
c) Three key principles based on customer service in a housing context....................................3
2. Communication............................................................................................................................3
a) Describe the communication method used by the organization..............................................3
b) Two barriers of organizational communication......................................................................4
3. Customer insight..........................................................................................................................5
a) Proactive methods for understanding the needs of the customers...........................................5
b) Methods used by the organization for capturing both the negative and positive feedbacks...6
c) Examples for illustrating the aspects of organizational services in response to customers’
expectations and needs................................................................................................................6
Part B...............................................................................................................................................7
Question 1....................................................................................................................................7
Definition of anti-social behavior (ASB) and a legal definition in the UK.................................7
Question 2........................................................................................................................................8
Main types of ASB and their on households and communities:..................................................8
Question 3....................................................................................................................................8
Key legislation relating to ASB...................................................................................................8

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Question 4....................................................................................................................................9
Statuary methods adopted by the organization............................................................................9
Question 5..................................................................................................................................10
Non Statuary methods adopted by the organization..................................................................10
Question 6..................................................................................................................................11
Partnership with ASB................................................................................................................11
Question 7..................................................................................................................................12
Organization’s approach for preventing ASB...........................................................................12
Question 8..................................................................................................................................12
Organizational approach for tackling ASB................................................................................12
References and bibliography.........................................................................................................13

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Part A
a) Importance of good customer service
The good customer service program significantly impacts on the exceeding customer
satisfaction. This business approach contributes in ensuring customer engagement as well as
helps to develop strong relationship between the organization and the customers. The effective
customer service contributes in gaining the high sales as well as it ensures the organizational
popularity in the market. It cannot be denied that in terms of gaining the customer loyalty, good
customer service can be considered as an effective strategic move that influences the customers
to recommend the product and services to their family and friends. In the emerging business
environment, brand image is an important factor that helps the company to ensure strong
presence in the competitive business environment. Based on the strong customer service
approach, brand image is being improved. Among all the benefits, I believe, increased sales is
the important benefits that is being gained through this process.
b) The benefits of the organization gained by obtaining feedbacks from the customers
The customer feedback plays significant role in terms of understanding needs as well as
expectations from the particular service and product. Through this process, it becomes easier for
the company to show values towards their opinion that helps to gain customer loyalty. Creating
the best customer experience, the customer feedback helps to measure the level of customer
satisfaction. Therefore it can be said that collecting feedbacks from the customers it becomes
easier for the company in case of dealing with the competitive business environment.

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c) Three key principles based on customer service in a housing context
Customer service approach contributes in maintaining the positive commitment towards the
customers. By paying the proper attention towards the customer’s request, it helps to provide
high priority to the client’s satisfaction. Transparency, empathy towards the customers and
performance standard are being considered as the three important components, which are needed
for ensuring standard customer services. The organization should have proper knowledge
regarding the product or service and maintaining the transparency of service, the trust of the
customers can be maintained. By continuing this, it can be said that empathy is the ability of a
person that helps to understand other feelings. Understanding the ability of individuals, better
service can be provided.
2. Communication
a) Describe the communication method used by the organization
Cobalt housing is a popular registered housing association, established in the year 2003. The
purpose of this organization is to provide service to the customers to find proper property for
living. By providing the secure place for living, the company aims to provide ultimate comfort to
its customers by involving them in different development projects. Proving the training as well
as employment opportunities, the organization contributes in enhancing the individuals’ abilities.
Communication is being considered as an important element that helps to provide the better
service to the customers (Cobalthousing.org.uk 2019). In case of Cobalt housing, it has been
identified that in order to develop strong connection with the customers, online and offline
communication methods are being followed by the company. Following the emerging social
media trend, Facebook and twitter have been chosen by the company as the important
communication platform in which the Cobalt housing association gets connected with the

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community. On the other hand, it has also been identified that the company also adopted offline
publication strategy for sharing its strategic information with the customers. By maintaining the
yearly publication, Cobalt housing association shared the yearly report with the customers.
Sharing the newsletter through its official website, the company develops the communication
with the customers.
b) Two barriers of organizational communication
In case of Cobalt housing association, it has been identified that although the company has
developed various development projects in terms of improving the bonding with the customers,
however in some of the cases, lack of acceptance among the customers create the communication
barrier, which indirectly impacts on the growth process of the company. Social housing is an
important stigma that is being faced by the companies. It has been identified that it is quite hard
for the company y to change the perception of the individuals towards the social housing
program. Due to lack of public awareness, it has become a battle for the housing companies to
focus on bringing the development programs. In some of the case due to lack of information
among the housing professionals, maintaining the transparency becomes challenging for the
executives. In some of the cases, the company executives are not aware of the housing policies,
which create the communication gaps. In some of the case, the wellbeing policies are not being
properly followed by the executives, as its result, the various controversial situations impact on
the image of the company.
In terms of reducing the communication barrier in the workplace, providing training to the
customer handling executives can be beneficial in terms of informing them regarding the policies
as well as values of the organization. In the organization, improper knowledge regarding the
policies and lack of transparency are the important communication barriers, which can be solved

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by introducing effective training program. On the other hand, enhancing people knowledge
towards the social housing program and its benefits, different advertising campaigns can be
introduced for dealing with the situation.
Among the above two solutions, training and development initiative can be the cost effective
way for dealing with the communication challenges. In this process, housing executives can be
able to get information of their responsibilities as well as legal framework of their activities
which are needed for building strong relationship with the customers.
3. Customer insight
a) Proactive methods for understanding the needs of the customers
In order to ensure standard customer service it is important for the company to focus on
understanding the needs of the customers. In case of Cobalt housing association, it has been
identified that in case of measuring the satisfaction level of the customers, the company focuses
of adopting effective data analysis technique. It has been identified that maintaining the
performance as well as customer satisfaction data Cobalt housing association critically analyzes
its popularity in the market (Cobalthousing.org.uk 2019). By publishing the yearly report it has
been identified that based on the situation it can be easier for the company in terms of managing
the customer service approach. Maintaining the information fact sheet, the needs of the
customers are being examined. Through the emails and phone calls, the company tries to
maintain communication with the customers. In the company website sharing different quarries,
the customers share their concern with the company. Based on the availability of complaints as
well as annual performance report, the customer needs are being analyzed. In terms of
maintaining proper relationship with the customers, the company maintains the 24hrs customer
service for quickly solving the quarries of the customers.

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b) Methods used by the organization for capturing both the negative and positive feedbacks
In terms of maintaining the good communication with the customers, the company tries to ensure
the proper response by sharing the opportunities as the important solution. In terms of producing
an effective solution, the company maintains the proportionate as well as reasonable behavior
towards the customers. In order to deal with the customer complains, regular home visits with
the local police and housing officer helps to maintain the communication principles. By
maintaining the confidentiality of the complaints, proper meetings are being arranged with the
customers. In terms of providing the adequate support to the customers, regular communication
is being maintained by the company (Cobalthousing.org.uk 2019). On the other hand, in
response to the positive feedback, Cobalt housing association tries to maintain the proper
relationship with the customers and continues the follow up process. Using the preventative
measuring tools, the company takes strong step against the customer complaints in the
workplace.
c) Examples for illustrating the aspects of organizational services in response to customers’
expectations and needs
In responds to the customer expectations as well as needs, it can be said that in terms of
maintaining communication principles the company has tried to maintain transparency by using
the preventative tools by adding sufficient evidence. It has helped Cobalt housing association to
gain the customer loyalty. Community funding can be considered as one of the important
initiatives adopted by Cobalt housing association. It has been identified that in order to run the
stable economy, Cobalt community funding process has helped to manage healthy living
standard, which has strengthen the community by proving employment as well as lifelong
learning opportunities. In the coming year, the community fund will be regenerated for ensuring

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clear, safer and greener communities. On the other hand, it is true that illustrating the service, the
resident involvement program has been introduced by the company in which understanding the
opinions of the communities, the company has generated better future as well as social wellbeing
to the individuals.
Part B
Question 1
Definition of anti-social behavior (ASB) and a legal definition in the UK
In Cobalt Housing, the Antisocial Behavior has always been the priority for he residents and
tenants so that the company can provide sustainable neighbors needed to making and tackle
ASB. According to this company, antisocial behavior as the causing action for harassment,
distress and alarm of any person or a community. The law of UK refers to Antisocial Behavior to
be the actions harming or lacking consideration for the wellbeing of the others.
According to the legislation of the United Kingdom, Antisocial Behavior can also be
defined as the type of conduct which violets the basic right of the other persons. This type of
behavior are disruptive to the others in the society. The Antisocial Behavior act of 2003 has
defined as the conduct that is capable to cause any nuisance and annoyance to other person. This
also relates to the process of directly or indirectly affecting the housing management functions of
the associations (Moffitt 2018). This act requires certain social landlord to prepare as well as
publish the policies on the Antisocial Behavior made available to public. This act observes that
the landlords can ask the UK court to demote secure tenancies to the one year probationary
tenancies.

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Question 2
Main types of ASB and their on households and communities:
The company Cobalt Housing operates in the North Liverpool area and mainly takes good care
of the communities needing regeneration. The company manages and maintains 6000 affordable
homes and gets engaged in the economic, neighborhood and community regeneration. In this
area the company faces different types of Antisocial Behaviors that include cyber bullying,
animal nuisance, and verbal abuses and hate crime. (Flint, Batty and McNeill 2016). In addition
to this, there are various examples of Antisocial Behavior in different parts of the world but all of
them are somehow related to problems like racism, drinking or drug usage leading people
causing trouble or being rowdy. This also includes litter problems and large groups of people
hanging about the streets causing alarm and distress to the people in the neighborhood. These
also include the domestic abuse and disability hate crime. In this type of behavior the domestic
abuse and misuse of drug and alcohol are two more effective and threatening challenge (Curtis
2015). The people in the community especially the youths tend to come under the influence of
drug and alcohol that lead them to show Antisocial Behavior and create threat for the community
growth. The domestic abuse is very common in the social housing service as the women and
children face the utmost pressure to survive the atrocious nature of the male members of the
family.
Question 3
Key legislation relating to ASB
The key legislation relating to ASB in country of the UK are Anti-social Behavior Act 2003,
Anti-social Behavior, Crime and Policing Act 2014, Policing and Crime Act 2009, Housing Act
1996 and Protection from Harassment Act 1997 (England.shelter.org.uk 2019). Anti-social

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Behavior Act 2003 empowers the social landlords to ask for protection from the Anti-social
Behaviors where they can complain about the behaviors of the tenant. This act leads to
cancellation or termination of the tenancy of the community members. Crime and Policing Act
2014 adds more important factors in the legislation. In reforming the antisocial behavior rules as
well as tools already available and added some extra provisions. This act closes scope for drug
usage unlawfully and allow the social landlords to complain against the disorder and violence
against people causing a nuisance in the neighborhood. The policing and crime act of 2009 also
ensures that the antisocial behavior of the community members are properly prohibited.
Question 4
Statuary methods adopted by the organization
Some of the major statutory remedies that are available to tackle housing providers can be based
under the following aspects mentioned below:
 The first and foremost part is associated with the systems that are related to Protection
from Harassment Act of 1997 (Wilson 2015). According to this respective part, this act
can be applied under the area of tackling any kind of harassments made or created by the
landlord. It also includes any kind of harassments made from the side of locality and
other discriminatory mode of harassments. This can lead to criminal offence in case of
violating the respective code of conduct.
 The second major part is associated with the housing act of 1996 where this allows the
local authorities under the area of tacking the function of anti-social behavior, For
instance it can be stated that usage of any kind of preliminary tenancies and in case of
restricting the policies that are associated with distribution of societal housing. Under this

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respective part the local authority has the right to decide what initiatives to be made on
the person violating the respective act under the system of housing on all aspects.
As compared to the respective organization Cobalt housing providers basically gives more
emphasis under the area of certain factors that are related to protection from harassment Act
of 1997. In this as per the functional prospective associated with the respective organization
it is stated that in case of violating the terms and conditions mentioned in the respective
system, necessary action and initiatives may be taken upon the person creating such
discrepancies where it can be a criminal offence under all aspects.
Question 5
Non Statuary methods adopted by the organization
Some of the major factors that are associated with the systems and methods of non- statutory
remedies that are implemented and used by Cobalt housing providers basically include the
following parts.
 The first and foremost segment under this respective part is associated with the systems
of Anti-Social Behavioral Contract (ABC). In this the key initiative made and adopted by
the company is where it avails the landlords to tackle ASB among the youths on all
aspects (Vols and Fick 2017). As compared to certain methods that are related to ABC,
this can be more beneficial and effective under some instances for the part of ASB. On
the other hand, this cannot be applied and may not be appropriate for the organization to
implement in certain cases.
 The key beneficial factor that is associated with the respective part in the housing sector
can be that, this enable the organization to operate within affordable and limited cost

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system in order to remain more reliable and effective in the future. Apart from this, it is
considered to be a believed part that any beach of this respective act may lead to serious
actions in the current and future operation of the organization.
 As per the non-statutory remedies that are associated with Cobalt housing providers one
of the key factor the organization strictly follows is the system of offering warning letters
(Vols and Fick 2017). In case of violating the terms and conditions mentioned in the act,
people will be provided with warning letters where they are given opportunity to make
necessary changes in the made initiatives. In case any responsibilities or changes not
made under this respective part, there can be a chance of increasing the penalty for the
offence made and created.
Question 6
Partnership with ASB
Some of the key organizations that Cobalt Housing Providers can make partnership to tackle the
issues that are associated with ASB can be the local government, landlord’s ad police. Some of
the key beneficial prospective that can help them with this partnership method are mentioned as
follows.
 Adopting better relationship with neighbor police can benefit them under the area of
solving any kind of issues that are associated with crime and problems based on ASB
(Anti- social behaviors).
 Self-governing charity crime stoppers may also play a major role under this respective
part, where they are available at any point of time in case of any discrepancies caused.

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 The other part is associated with the systems and methods that are related to injunction
process where in case any kind of violence made then serious actions can be issued for
forbidding certain factors.
 The major factor is related to orders that are associated with the system of criminal
behavior where, breaching certain regulations made lead to 5 years of imprisonment.
Question 7
Organization’s approach for preventing ASB
The company has properly maintained the antisocial behavior tool kit in case of preventing the
ASB. A proper investigation team has been developed for examining the nuisance, distress and
harassment in the service area. In terms of dealing with the antisocial behavior, Cobalt housing
association has focused on providing the 24hrs service team as well as maintaining the regular
house visiting process, the company has tried to avoid the negative impact on the community.
On the other hand, it has been identified that introducing different regulatory frameworks the
company has focused on developing the strict policies against the antisocial practices in the
service area.
Question 8
Organizational approach for tackling ASB
The company has maintained its strong commitment towards handling the Anti-social behavior
within the neighborhood. It has been identified that the company has developed an effective
investigation term for researching on the antisocial behavior in the area. In order to prove the
safety benefits to the customers, the Anti-social behavior can be tackled by the company. In
order to avoid the domestic crime as well as maintaining the confidentiality of the customers, the
best course actions are being adopted by the company.

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References and bibliography
Bevan, C. and Cowan, D., 2016. Uses of macro social theory: A social housing case study. The
Modern Law Review, 79(1), pp.76-101.
Brown, K., 2015. The Community Trigger for Anti-Social Behaviour: Protecting Victims or
Raising Unrealistic Expectations?. K. Brown'The Community Trigger for Anti-Social Behaviour:
Protecting Victims or Raising Unrealistic Expectations, pp.488-503.
Cobalthousing.org.uk 2019. retrieved from
https://cobalthousing.org.uk/wp-content/uploads/2019/12/Cobalt-Newsletter-v006.pdf [Accessed
on 26th Dec, 2019]
Cobalthousing.org.uk 2019. retrieved from
https://cobalthousing.org.uk/wp-content/uploads/2019/08/Cobalt-Housing-Corporate-Plan-2018-
23-v3.pdf [Accessed on 26th Dec, 2019]
Cobalthousing.org.uk 2019. retrieved from
https://cobalthousing.org.uk/communities/regeneration/ [Accessed on 26th Dec, 2019]
Cobalthousing.org.uk 2019. retrieved from https://cobalthousing.org.uk/communities/asb-toolkit/
[Accessed on 26th Dec, 2019]
Cobalthousing.org.uk 2019. retrieved from https://cobalthousing.org.uk/communities/resident-
involvement/ [Accessed on 26th Dec, 2019]
Cobalthousing.org.uk 2019. retrieved from: https://cobalthousing.org.uk/about-us/information-
fact-sheets/ [Accessed on 26th Dec, 2019]

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Curtis, C., 2015. Anti-Social Behaviour: A multi-national perspective of the everyday to the
extreme. sage.
Dwyer, P., 2016. Citizenship, conduct and conditionality: sanction and support in the 21st
century UK welfare state. Social Policy Review, 28, pp.41-62.
Dwyer, P., 2016. Citizenship, conduct and conditionality: sanction and support in the 21st
century UK welfare state. Social Policy Review, 28, pp.41-62.
England.shelter.org.uk (2019). Shelter Legal England - ASB: Overview of legislation. [online]
England.shelter.org.uk. Available at:
https://england.shelter.org.uk/legal/harassment_and_antisocial_behaviour/
harassment_and_antisocial_behaviour/asb_overview_of_legislation [Accessed 26 Dec. 2019].
Flint, J., Batty, E. and McNeill, E., 2016. First Wave Findings: Anti-social Behaviour. York:
University of York.
Moffitt, T.E., 2018. Male antisocial behaviour in adolescence and beyond. Nature Human
Behaviour, 2(3), pp.177-186.
Vols, M. and Fick, S., 2017. Using eviction to combat housing-related crime and anti-social
behaviour in South Africa and The Netherlands. South African Law Journal, 134(2), pp.327-360.
Wilson, W., 2015. Anti-social behaviour in social housing (England). Commons Library Briefing
Paper SN00264, 3rd March. Kingston, S. and Thomas, T., 2017. The Anti-social Behaviour,
Crime and Policing Act 2014: implications for sex workers and their clients. Policing and
society, 27(5), pp.465-479.
Wilson, W., 2017. Selective Licensing of Privately Rented Housing (England & Wales).

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.