'Finally someone has listened to me'
A housing association has been slammed by government minister Michael Gove after it ignored a resident's noise complaints for years.
He said Six Town’s response to complaints from Miss Farmes was ‘not acceptable’ and that they chose ‘not to respond to her’. He added that ‘when you did eventually acknowledge the complaints, internal communications contained wholly inappropriate remarks’.The original ombudsman report, published last month, said Miss Farmes had noise nuisance complaints ignored or not acted on effectively on for nearly two years.
“The extent of the issue was clear, with the resident having completed 16 diary sheets in one month alone; records that you never reviewed. Unsurprisingly, the issue had a serious impact on your resident’s mental health, which deteriorated to the extent that she became unable to continue to record the incidents.
The ombudsman ordered Six Town Housing to pay £1,100 in compensation and review the Miss Farmes’ current anti-social-behaviour concerns, implementing a clear action plan to address them. Six Town Housing were given six weeks to provide clear guidance to its staff about the importance of objective record keeping and using professional language.
Having found severe maladministration in the case, the landlord was invited to provide a learning statement. In that response, Six Town Housing, said: “This complaint regarding the handling of anti-social behaviour was taken through our board governance arrangements for oversight.
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