The Housing Ombudsman launches call for evidence on noise complaints

Social housing landlords and residents are being asked to provide evidence to a new investigation, which will explore how social landlords manage reports of noise nuisance and what drives complaints about how those are handled.

The Ombudsman has received a “significant” number of complaints relating to noise over the past three years, with over 40% of complaints resulting in maladministration.

The investigation aims to understand how approaches to noise nuisance work in practice and how landlords work with other agencies.

It will also ask what is successful in mitigating inherent, or unavoidable, modern noise and what is successful intervention.

In addition to the survey responses, the Ombudsman will also draw from its casebook and from members of its resident panel.

Richard Blakeway, Housing Ombudsman, said: “Noise complaints can have a particularly significant impact on residents causing deep frustration and stress, and it’s an area that also presents difficult challenges for landlords.

We are keen to examine all aspects of noise related complaints and particularly how complaints are managed under anti-social behaviour policies. The statutory thresholds can be high and result in a lengthy process for residents while they may continue to experience the disturbance.”

He also said the investigation will also examine the relationship between anti-social behaviour and noise with best practice and learning being shared across the social housing sector.

The online survey will close on Friday 13 May and can be accessed via the Housing Ombudsman website.

The Housing Ombudsman was granted powers to investigate systemic issues in 2020. It has since produced Spotlight reports on damp and mould, heating and hot water, and cladding complaints.

For further information about this matter please contact karen.brown@northern-consortium.org.uk