Page 37 - Eildon Housing Association Limited

MAKING A COMPLAINT
TO EILDON HOUSING ASSOCIATION
If you call or contact Eildon Housing Association to
make a complaint about your neighbour’s behaviour, we will ask you to confirm the details in writing.
This is to provide clarity, in case further action is needed.
Be prepared to tell us the following:
• who is causing the problem, if you know
• who the problem is affecting
• where it is happening
• when it is happening
• why it is happening
• what you want us to do about it
Next actions
As a landlord, we need to speak to both parties, and hear what each has to say, so we will contact your neighbour.
If they accept that your complaint is valid, then we will remind them of their tenancy obligations in writing. This may be sufficient.
Sometime, a neighbour will respond by making a complaint about you. If this happens, and we can’t help further, we may pass on your complaint to another agency, eg mediation services.
Mediation services
If Eildon Housing Association feels that mediation is a good idea, it will discuss this option with you first. Mediation works best where both parties accept that there is a problem, and are keen for it to be solved. We will only refer you to the mediation service if all parties agree.
Mediators are trained and experienced volunteers who do not judge who is right or wrong, but help the parties to listen to each other, identify what they want, clarify issues, and negotiate an agreement.
The aim is to help you and your neighbour sort out your differences together, to prevent disputes from escalating.
If you are referred to the mediation service, Eildon Housing Association will have no further involvement until an outcome has been achieved.
Record keeping
It’s a good idea to record details
of antisocial behaviour for future reference. Make your own notes, or call us for a diary sheet. It’s important to record the following details:
• date
• times
• details of nuisance
• effect on you, eg lack of sleep
• other information, eg details of
witnesses
• police involvement
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