Effectively Managing Expectations in ASB Cases

Everything you need to know to be able to manage resident expectation clearly and appropriately

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Do you often find yourself dealing with ASB cases where the expectations of residents are unreasonably high?

Do you struggle with the concept of difficult conversations and sometimes feel that you are making your job harder by shying away from them?

Do you sometimes not feel confident enough in your decision making and, therefore, cases can remain open for a long time?

There are many skills required to manage ASB cases effectively. One of the most important ones if being able to manage expectations and have difficult conversations. ASB involves many subjective assessments and decisions; there will be times where the expectations of parties involved in a case are too high, perhaps they believe something is ASB when it’s not unreasonable behaviour or they expect you to take action that simply isn’t proportionate.

Failing to manage expectations can lead to anger, frustration, service complaints and wasted time and resources. However, it can also be really challenging – we often work is ASB as we want to support people and saying something we know they aren’t going to wish to hear can feel really uncomfortable.

This course uses a mix of videos, exercises and quizzes to cover the following lessons:
1. Why managing expectations is a key skill for effective case management
2. Why it is so important
3. How we can best manage expectations
4. What we can do if things get difficult

Enrolment gives you instant access to:
  • A video accompanying each lesson, instructed by Janine
  • A downloadable workbook, including exercises which help to embed the principles covered in the videos
  • A quiz to assess what you have learnt
  • A certificate upon completion
  • Links to useful resources
  • Email access to a course tutor for any questions
  • Everything needed to be able to confidently, clearly and fairly manage the expectations of residents.

This course is CPD accredited. This means that an independent awarding body has assessed the course to ensure that the learning objectives are met, the content is engaging and accessible and learning is appropriately assessed. Completion of the course qualifies for 3 hours of CPD time

If you are unable to access a company credit card but would like to purchase this course we are always happy to raise a manual invoice!

Please contact us at [email protected]
Please note: an admin fee of £10 is applied to each invoice. This is a one-off fee per invoice, no matter how many courses and/or students are enrolled. This is to cover the additional admin support that is required to enrol learners on the course and receive payment. Thank you for your understanding


Your Instructor


Janine Green
Janine Green

Janine is a self-employed ASB trainer and consultant. She has worked within the ASB sector for over 15 years. Her roles during this time have included case officer, service manager for a local authority, head of service for a housing association and managing director for a national, membership based organisation.

Janine currently assists housing associations, councils and police forces in developing their ASB services. Her work includes service reviews, case reviews, policy and procedure redrafts and training.

Janine sits on several university research advisory groups and is the CIH representative on national ASB panels. She chairs the Midlands ASB forum.

Janine has assisted the Home Office throughout her career as a member of the ASB Squad, a trainer for the Justice Seen, Justice Done programme and a peer reviewer for the Ending Gang and Youth Violence team. She gave evidence to the House of Lords on the content of the ASB, Crime and Policing Act 2014 and was part of the Home Office Advisory Group.

She has won a number of regional and national awards for her ASB work, including a Home Office Tiley award.

Aside from her ASB work, Janine acts as subject matter expert for the national counter terrorism headquarters, is a lay member on several judicial and regulatory tribunal and panel, is a member of the CIH professional standards committee, and a board member for both Castle Vale Community Housing and Women in Social Housing (WISH).

Janine is passionate about her work in the ASB world, particularly with regards to equipping officers with the knowledge and confidence they need to resolve cases of ASB quickly and decisively, ensuring that residents and communities are free from the devastating effects ASB and neighbourhood crime can cause.


Course Curriculum


  Effectively Managing Expectations in ASB Cases
Available in days
days after you enroll

Frequently Asked Questions


When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
Are the courses accessible for all learners?
At Green and Burton ASB, we are keen to ensure that our courses are accessible to all. Should you need any support in relation to the course, or adjustments in terms of how the content is delivered or presented, please contact [email protected]

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