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From the frontline – anti-social behaviour officer Keith Merritt
Keith Merritt, anti-social behaviour officer at Hyde, on why he moved from the financial services sector to housing, and his passion for conflict resolution
Tell us about your job.
I work in the central team that receives all the initial reports of anti-social behaviour, whether that’s by phone, email or letter. I take further details and provide advice on interim actions residents can take. I then set up cases based on the information provided and issue acknowledgment letters to residents.
How did you get into housing?
I had been working in the financial services sector since leaving school and dealing with complaints for the past 20 years. I am passionate about providing the best customer service and felt that I needed a change from dealing with complainants who were looking for financial gain to those where resolution can help with their quality of living.
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What is the best part of your job?
It has to be the fact that you have no idea what situation you are going to have to deal with when taking an initial call. All tenants are different and all have their views on what is or isn’t anti-social behaviour – it could range from a minor grumble to something life-threatening.
What’s the worst part?
When I am unable to find a solution that both parties are happy with.
What would your superpower be?
I would like to have the ability to help people see things from someone else’s perspective. If they did, they may have more empathy and patience and be less likely to engage in conflict.
What would you change about the housing sector?
I have not been in the housing sector for long so don’t have any strong views on how it is run or changes that can be made. But I can see that it provides an essential service for people who are not able to purchase their own property and that with house prices the way they are, there is likely to be an increased need for more affordable housing.
If you could be prime minister for the day, what would you do?
Make sure that all school children are taught about food and nutrition, as well as increase the number of PE classes. Additionally, sports centres and swimming pools would be free for all children.
What’s the most private thing you’d be willing to admit to your colleagues?
Although I am a private person, the team I work in is so sociable and easy to get on with that I don’t think there’s much I haven’t divulged to them already.
