Council told to apologise over complaints process

The woman moved to the housing association property in 2023

A council has been told to apologise to a resident after mishandling her reports of noise and anti-social behaviour issues.

The woman felt "targeted" by a neighbour and made multiple reports to Southampton City Council over several weeks, according to a local government watchdog.

Finding the council to be at fault, the body ordered it to pay her £300.

A council spokesperson said it took "all reports of anti-social behaviour seriously".

Referred to as Ms B, the woman first informed the council about the noise in her housing association property in June 2023.

In the following months, she sent the authority multiple recordings through a noise app and by email.

But the Local Government and Social Care Ombudsman (LGSCO) said the council had not been able to show it properly considered the reports.

Training review

The ombudsman said Ms B "referred to there being a racial abuse element", but found the council's only action was to refer her to the police.

It also appeared to have made no attempt to work with the landlord to tackle the issue, the watchdog added.

The authority has been instructed to carry out a review of guidance and training for its officers.

A council spokesperson said: "In cases where there has been a report of noise, our environmental health staff will review whether anti-social behaviour powers should be enforced."

They added the ombudsman "found no fault" with its handling of repairs, but that environmental health "reviewed its procedures and instructed staff accordingly".