Making a complaint
We will take all reasonable steps to investigate complaints into alleged breaches of tenancy and lease conditions and take appropriate action in cases of noise, harassment, racial harassment, vandalism, graffiti and pet nuisance.
If a complaint is made to Carey Gardens it may be difficult to resolve because the parties to the dispute will each have their own view and often have conflicting complaints about each other. Because the council must remain impartial, it can only offer or try to mediate to help the parties reach a settlement in less serious cases. However, if the complaint is serious, then you should always notify the office and/or the police.
In particular we will:
- take action against those responsible. In the most serious cases this could result in tenants and/or leaseholders losing their home.
When you contact us to make a complaint, you will be asked if you would like an appointment for your housing officer to see you. In some instances you may be able to discuss the problems straightaway, particularly if it is urgent.
The housing officer will discuss the problem with you and draw up a plan of action. This will include action that both
you and the officer should take and may include:
- you approaching your neighbour, if you have not already done so
- the officer interviewing or writing to your neighbour
- the officer arranging a joint interview (the mediation approach)
- both of you collecting further evidence through diaries and photographs, or collaborating with other neighbours,
the police or professional witnesses
- taking legal action
- involving other appropriate agencies
All action should included in the plan will be agreed with you. Anything you wish to be kept confidential will remain so unless it is necessary to take court action. All residents who have complained will be told when and what action has been taken against the alleged offender. They will also be asked to report any further incidents and record them in a diary.
Legal action should only be considered after sufficient warnings have been given to the alleged offender or, where the nuisance is so serious that urgent legal action is required. Where there is substantial evidence of nuisance caused by a tenant or leaseholder, a member of their household, sub-tenant or even a visitor, the council may take legal action in the court against the tenant or leaseholder.
Additionally, the council will:
- remove racial and obscene graffiti within 24 hours followinga report to the special hotline: Telephone 020 8871 7049
- remove all other types of graffiti within 48 hours following a report to the special hotline: Telephone 020 8871 7049
- respond to complaints about noise coming from council-owned tenanted and leasehold residential properties. If the problem occurs during working hours, please contact us at the office. If the problem occurs outside of these hours, please contact
Noise Patrol: Telephone: 020 8871 7869
Please note, if the noise is coming from a non-council property, you should contact environmental services on: Tel: 020 8871 7869.
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