Industry News


Most landlords are wrongly treating noise nuisance complaints as the result of anti social behaviour


A


fundamental unfairness in the social housing sector’s approach to noise complaints sees most of the issues treated


as anti-social behaviour issues, even when they concern general household noise. Tis is the central message in the latest Spotlight


report from the Ombudsman, which reviewed more than 800 noise related cases dealt with over three years, together with insight from 374 responses to it’s call for evidence plus interviews with front line staff and residents of some individual landlords. Aſter faulty or long-running repairs, problems


with noise are one of the most compained about issues raised with the Ombudsman, with tenants recording very high levels of dis-satisfaction with how their landlords have dealt with cases. Te Ombudsman is now calling for the sector’s


response to noise nuisance to be strengthened. It wants to see landlords developing strategies for handling non-statutory noise seriously, sensitively and proportionately. Issues such as poor building design or construction and a lack of noise dampening attributes such as anti-vibration mats under washing machines need to be considered. During it’s investigation, the Ombudsman found


the maladministration rate for non-statutory noise complaints was high at 62 per cent in 2021/22 compared to the rate across all noise cases at 43 per cent. It found that noise transference is oſten viewed


through the lens of ASB by landlords. Treating the noise as something it’s not, is unfair for both the complainant and the complained about. It is also harder for the landlord to make consistent and reasonable decisions if it does not have the right framework for all types of noise reports. Te Spotlight report sets out how noise nuisance can easily escalate, entrench and expand into other


issues, leading to a deeper sense of dis-satisfaction. It also highlights the perception of bias from residents that their reports of noise were being dismissed because of their circumstances such as having complained before or being elderly. No evidence of actual bias was found but it


reinforces the importance of landlords being sensitive to the tone of communications as well as consistently following their policy in all cases.


GOOD PRACTICE EXAMPLES FOUND Te investigation identified some good practice from landlords, such as information leaflets given to new residents explaining the common trigger points for neighbour disagreements, and led to a set of 32 recommendations including:


• A call for the Decent Homes standard to be revised to fully reflect the causes that can result in residents experiencing noise nuisance. By focusing exclusively on external noise, and primarily noise from vehicles or factories, it does not reflect modern living for most residents.


• Updating void standards to ensure that carpets are not removed unless in poor condition and hard flooring is removed when there have been reports of noise linked to the property, that properties have adequate insulation from transference noise and anti-vibration mats are fitted into the washing machine space as standard.


• Adopting a proactive good neighbourhood management policy, distinct to the ASB policy, with clear options for maintaining good neighbourhood relationships, such as mediation and information sharing, and reviewing the presence of staff on estates.


• Adopting a triage methodology to identify if a


noise report should be handled under the ASB policy or the neighbourhood management policy, and reviewing ASB policies to ensure they are realistic and practicable.


• Ensuring that residents who make noise reports are given information about their right to make a complaint if they are dissatisfied with the landlord’s proposal for handling the situation or the actions taken to address the situation.


Richard Blakeway, Housing Ombudsman, said: “Noise is a significant driver of complaints aſter repairs, and it costs. It costs individuals their mental health and well-being and it costs landlords in protracted and oſten futile interventions, multi- agency liaison and staff morale. Tese costs are underestimated and may be avoidable, to some extent, by adopting the different approaches set out in this report. “Te unintentional offence caused by describing


the noise as ‘low level’ because it is seen through the prism of ASB – when it is causing distress to the resident – could be avoided, as would residents completing countless diary sheets to no avail. “We recognise that landlords are under


increasing financial pressure and the role of sound insulation should be considered as part of wider strategies. Few of our recommendations present a significant cost. Rather, our practical recommendations could be cost effective, as well as providing better outcomes.” Te report details the responses to the call for


evidence. It reveals 85 per cent of landlords use mediation but only 29 per cent of residents who responded had it offered to them. Additionally, 66 per cent of landlords use noise monitoring equipment whereas only 7 per cent of residents had it fitted.


Cost of temporary accommodation in England rises to £1.6bn


Spending on temporary accommodation for homeless households in England rose by more than four per cent to reach £1.6 billion last year. According to the housing charity Shelter this was an increase of 61 per cent compared with five years ago. A quarter of the total bill, some £407 million was


spent on emergency B&B hotels and hostels, with spending on B&Bs alone increasing by 20 per cent in the past five years. Te bill included £160 million


spent on administering temporary accommodation by local authorities. Commenting on the figures, Shelter’s chief


executive Polly Neate said: “It defies all logic to shell out over £1.6 billion on grim B&Bs and grotty flats, instead of helping people to keep hold of their home in the first place.” She added: “Allowing homelessness to rise


unchecked during the cost of living crisis will only cost more in the long run. Te Government


10 | HMMDecember/January 2023 | www.housingmmonline.co.uk


must unfreeze housing benefit now so people can pay their rent. And to end homelessness altogether, it needs to build decent, truly affordable social homes.” Temporary accommodation is mainly funded by


central government spending, but some homeless households also have to contribute towards the costs through household income. Shelter said its own research, which surveyed


homeless households in temporary accommodation, showed that a third (33 per cent) said they have had to turn to foodbanks. In addition, around half (47 per cent) said they have had to borrow money to cover the costs of their temporary accommodation.


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