A focus on noise complaints

We’ve reviewed a Housing Ombudsman spotlight report on noise complaints, entitled ‘Time to be Heard’.

A working group has been established to review cases, share learning and work through an action plan to improve the service. Just some of the outcomes include:

  • Targeted focus group with tenants who have experienced noise nuisance to learn what worked well and what could be improved
  • Piloting the introduction of washing machine anti-vibration mats and potentially rolling this out further
  • Exploring if carpets can remain in homes for tenants moving in
  • Developing a framework, reviewing policies and providing training to colleagues
  • Partnership working with relevant agencies, including local authorities
  • Analysing targeted areas of noise nuisance reports to mitigate any potential future issues

Did you know? You can be a part of improving the complaints process from start to finish. Our tenant Complaints Panel look at recent examples, monitor themes and make sure learning is implemented to improve the service for all residents.

The group were recently involved in the self-assessment against the Housing Ombudsman’s new Complaint Handling Code which takes effect on 1 April. This identified upcoming priorities, timescales and actions to be put into place, with regular updates to be provided on progress.