ASB Working Group

Recommendation

Update the policy to include details about the times of day when noise occurs and to clearly explain the differences between statutory noise, noise nuisance, and anti-social behaviour.

Outcome

Recommendation

Provide clear guidance on what PA Housing will or wont listen to regarding submission.

Agreed action 

We will review the policy for clarity on what we will listen to in regards to noise complaints.

Recommendation

Look into Noise around walls being removed and how this impacts sound.

Outcome

This is in the new tenancy agreement and has been added into the noise nuisance policy.

We will not remove internal walls in properties without prior written consent and this consent will not be authorised if it may increase noise transference.

Recommendation

For those who struggle reading long policy’s maybe having a bite size video step-by-step on key points of the policy explaining all things around Noise Nuisance.

Agreed action

Develop a video for residents to support them in understanding how to report noise.

Outcome

A scoping meeting is currently being arranged after discussions with the Communications team.

Recommendation

Look at accessibility and availability for those who can't read and write, or don’t have access to reporting tools. 

Outcome

The policy has been updated to include information around accessibility under the section 'What can residents expect from PA Housing'. 

PA Housing will make reasonable adjustments for vulnerable residents who are unable to utilise the noise recording app and or diary sheets.

Recommendation

Provide more clarity on where PA Housing stands around the enforcement of Noise Nuisance.

Agreed action

The ASB working group will review the Noise Nuisance procedure at a later date to ensure there is clarity around enforcement of noise nuisance. 

Recommendation

Review the training provided to call handlers to manage expectations and handling difficult conversations.

Outcome

The new training framework for ASB officers and admin has been implemented. Training for call handlers is currently being reviewed.

Recommendation

Review the wording and accuracy where it states wooden flooring is a breach of tenancy agreement/leasehold agreement.

Agreed action

This has been passed over to the Head of Lettings as we are currently re-writing our tenancy agreement and this will be considered.

Recommendation

Look at capturing different tenures and amount of people/over-crowding and linking with the Lettings and Leasehold teams around this.

Outcome

We have reviewed the tenancy agreements and included information around over-crowding.

Recommendation

Look into Noise around walls being removed and how this impacts sound.

Outcome

This is in the new tenancy agreement and has been added into the noise nuisance policy.

Recommendation 

Limit the number of Noise App submissions per day. This frees up hours or days of listening to hundreds of the same recording and allows the ASB team to move forward with cases

Outcome

The procedure has been updated and submissions have been limited to five per day.

Recommendation 

Provide Loan Phones for residents who do not have phones to use the Noise App.

Outcome

Residents can access Loan Phones through PA Housing to record and submit noise.

Recommendation

Put a Good neighbour agreement in place early on. These can be achieved working with partners such as the Police and Environment Health.

Outcome

While this wasn't put in place for this specific case review, we awknowledge this is a good option and will continue to develop the develop team to identify when best to use ABC or Good Neighbour Agreements.

Recommendation 

With cases including vulnerability markers, the Safeguarding team should be involved with the managed move, including reviewing the new location and community.

Outcome

This will be built into the process for teams involved with the request for a Managed Moves to ensure that they are proactively managing the move and ensuring that we are sustaining tenancies.

Recommendation

Provide residents with information and awareness that others are at the Court building at the same time. The resident might witness outbreaks from others in the court – this can be frightening & loud. 

Agreed action

Review the information in the Framework and ensure PA staff communicate this clearly with residents.

Recommendation

Provide videos to residents of what court will be like. Check if any of our solicitors have videos of how a court case works including webinars or pre-recorded videos 

Agreed action

We have reached out to our solicitors and are awaiting to hear back if they have videos.