How Technology is Helping to Create Safer Communities – An Interview with Charles Pasfield, MRI Software – Introducing MRI Safer Communities.

For over 45 years, MRI Software has partnered with social housing providers to help them manage homes and tenant relationships. As technology continues to evolve, so do the opportunities to enhance community safety and support vulnerable residents.

Charles Pasfield, Director of Product Management at MRI Software, spoke with us about how AI and digital innovation are transforming how housing organisations tackle antisocial behaviour (ASB) and domestic abuse.

With a career spanning social housing and technology, Charles brings a unique perspective to the conversation. Having started his career as a housing officer in Watford, he held senior roles in housing associations before moving into software consultancy and product management. A Corporate Member of the Chartered Institute of Housing for over 30 years, Charles is passionate about equipping housing professionals with the right technology to better support tenants and communities.

Q: Charles, why did MRI Software develop the Safer Communities solution?

Charles: It came down to listening to what the sector needed. We’ve worked with over 850 housing providers, and a common theme was frustration with outdated ASB and domestic Abuse case management systems. Many were using isolated solutions that didn’t connect with their core housing management or CRM platforms, meaning caseworkers were working in silos.

So, we teamed up with Local Authority & Social Housing Providers like Wheatley Group, Ashford B.C and Beyond Housing, to build something that works for ASB and Domestic Abuse case management teams to co-develop a modern, mobile-first solution that integrates fully with housing and customer engagement systems.

Q: What makes Safer Communities different from other ASB solutions?

Charles: For me, one of the most significant differences is our ability to combine this solution alongside our core housing management and CRM solutions. Too many ASB systems sit in isolation from housing management, meaning neighbourhood teams don’t always get visibility of ongoing cases. That’s where tenants start feeling unheard—when they report an issue but then speak to different staff members who have no idea what’s happening.

With Safer Communities, we’ve built it so that casework is visible across customer engagement and housing teams—but with strict security controls to protect sensitive information. That way, when a tenant calls in, the team can respond knowledgeably and effectively rather than having to chase down updates.

And also, because we’ve built this with practitioners it’s packed with features and tools they have asked for.

Q: What kind of technology is built into the system to help caseworkers?

Charles: We’ve put a huge focus on making life easier for ASB officers. That means less admin and more time resolving cases. Some key features include:

• Smart dictation & note-taking – Officers can dictate case notes on the go, and the system learns their voice to improve accuracy.
• Automated case updates and reminders – Ensure that deadlines are never missed or follow-ups are forgotten.
• Mobile-first design – Staff can log and update cases in real time while out in the community.
• Community portal – Residents can report issues easily and track case progress.
• Geo-spatial plotting of cases for easy trend spotting

In a recent discussion with the Neighbourhood Officer team at Ashford Borough Council, they shared how MRI Safer Communities has transformed their case management process. With everything available at the touch of a button, whether out in the community or the office, officers can access and update case details instantly.

One standout feature has been the audio transcription tool, which has significantly improved efficiency and accuracy. Allowing officers to record visit notes on the go, not only saves valuable time but also ensures that records are more precise. Most importantly, it enables them to focus on supporting tenants rather than spending hours back at the office catching up on admin.

We’re also embedding more AI-driven features —things like auto-summarising complex casework, predictive analytics for ASB trends, and even CCTV monitoring to help teams stay ahead of potential issues.

Q: AI in ASB management—how does that work?

Charles: AI is one of those things that people either get excited about or a bit nervous about. The key is to use it in ways that help caseworkers, not replace them.

For example, ASB officers deal with vast amounts of information, often from different sources— incident reports, CCTV footage, and witness statements. AI can auto-summarise case details, pulling out the key points so officers don’t have to sift through everything manually.

It can also predict ASB hotspots by analysing trends, helping housing teams be proactive rather than just reactive.

And something I find exciting is AI-powered dictation. If you’re an ASB officer managing multiple cases, you don’t want to be sat at a desk typing up notes all day. Our system learns your voice, adapts to your speech patterns, and transcribes case notes automatically—saving time and improving accuracy.

Q: How does this help landlords and housing organisations?

Charles: Simple—it helps them provide a better service to tenants and communities.

With new regulatory standards emphasising transparency and tenant engagement, landlords have to demonstrate their credentials in managing ASB and Domestic Abuse cases. With new regulatory standards emphasising transparency and tenant engagement, having the right tools to manage ASB and Domestic Abuse cases effectively has never been more important. It’s about continuously improving support and protection for those who need it most. Our community portal makes it easy for residents to report issues and track progress, so they feel involved and have visibility into what’s happening in their case.

For landlords, it also means better compliance and reporting. Instead of scrambling to pull data together for audits, they can access real-time insights on ASB and Domestic Abuse cases, response times, and outcomes.

Q: As someone who has worked in housing, what excites you most about this technology?

Charles: It’s the fact that we now have the tools to support customer-facing teams.

I started my career as a housing officer in the 1990s, and I know how tough ASB management can be. You’re dealing with complex cases, emotional issues, and serious safety concerns—all while juggling paperwork and compliance demands. At that time we had paper-based systems, then moved onto spreadsheets – which we know some housing organisations still sadly rely upon.

Now, with technology like AI-powered casework, real-time mobile updates, and integrated customer engagement, we’re making it easier for caseworkers to focus on what really matters— resolving issues and making communities safer.

It’s not just about new tech for the sake of it—it’s about using the right tools in the right way.

Q: What’s next for MRI Software and Safer Communities?

Charles: We’re always innovating. AI will continue to play a bigger role in ASB management, with features like automated risk assessments and real-time crime pattern analysis.

We’ll also keep working closely with RESOLVE, its members and housing providers to ensure our technology evolves in line with sector needs.

ASB management is about people, not processes, the better-equipped housing teams are, the safer and stronger our communities will be—and that’s what drives us at MRI Software.

Final Thoughts

Technology is reshaping how social housing teams manage ASB and Domestic Abuse, and solutions like MRI Safer Communities are leading the way. With mobile-first tools, AI-powered efficiencies, and seamless integration, housing organisations can finally take a modern, proactive approach to community safety