Scrutiny is a group led by tenants who review what we do and why we do it. They decide what needs to change, investigate tenant experiences and work alongside us to make things happen – positively impacting the lives of social housing tenants.
This Scrutiny noise nuisance exercise was influenced by a recent Housing Ombudsman spotlight report on handling noise nuisance, where they made a series of recommendations for the housing sector. Our Community Safety Team asked Scrutiny to look at this report and scrutinise our approach to noise nuisance against these recommendations to check that we are providing an excellent service.
It gave tenants from the Scrutiny panel who got involved the opportunity to be the voice of your community, make positive changes to our services and have their voice heard on your behalf.
- Policies and procedures about noise nuisance and tenancy management
- A summary of noise nuisance reports
- Noise nuisance complaints
- Performance data we collect on your satisfaction with how we handle noise nuisance
- Documents about managing noise nuisance such as incident diaries
- Information from other organisations
- There is a strong policy and process for dealing with noise nuisance that includes clear timelines and managing the expectations of complainants
- There are many options for dealing with noise nuisance and staff are clear on the policy and process
- Staff interviewed by Scrutiny partners were passionate and enthusiastic
- Noise nuisance complaints are low
Scrutiny said…
We should communicate more about how we are out and about in neighbourhoods so that tenants can see our visibility and presence on estates.
We listened and…
We will be sharing on social media and in the tenant newsletter the monthly neighbourhood inspections that take place in your areas and what we do during these walkabouts. This will include any issues we see and resolve when we’re out and about in your community.
Scrutiny said…
We should introduce a process for hard floor coverings to reduce noise. This should also have flexibility so that ForHousing can deal with it on a case-by-case basis in a way that is fair to all tenants.
We listened and…
We will continue with our current approach with hard floor coverings, on a case-by-case basis, making reasonable adjustments where needed. This will include homes that are waiting for new tenants to move in.
Scrutiny said…
We should create a leaflet about reducing noise nuisance that covers hard floor coverings and living in flats.
We listened and…
We will be adding this to our next tenant newsletter and sharing messages on our social media channels.
Scrutiny said…
We should introduce an information leaflet on how to be a good neighbour.
We listened and…
We have been communicating a code of conduct that highlights the way ForHousing colleagues will behave and what we would like to see from you in return as part of a campaign to raise awareness. This will also be included in the quarterly tenant newsletter that is sent to you digitally via email and text. It also can be printed and posted, and sent in your preferred preference – whether that is Easy Read or your first language.
We will also be creating further information for tenants who live in blocks. This will include what tenants can do to keep everyone safe and how to respect one another’s views on what this means.
- To deliver staff training for those who work with tenants. It would be beneficial for it to focus on having difficult conversations, managing expectations and delivering unwelcome news.
- To get Scrutiny involved in the future review of the Anti-social Behaviour Policy. This is set to take place in 2026.
- To keep noise nuisance as part of the Anti-social Behaviour Policy, even though it was suggested otherwise in the Ombudsman report. Scrutiny is concerned that if we had a separate Noise Nuisance policy, it could lead to inconsistency in the application of the Policy.
Scrutiny will be continuing to review what we do, and why we do it within the following areas. They will work with tenants, just like you, to make positive changes.
- Review of ForHousing Strategy
- Gas servicing and repairs
- Tenant responsibility repairs communication
- Pest control management
If you’re interested in working with us, please complete an online form here.
