Spotlight report on noise complaints – time to be heard
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Published in October 2022
On this page
Report summary
At the heart of our findings in this report is a fundamental unfairness: most noise reports concern household noise rather than Antisocial Behaviour (ASB), and yet most landlords handle it under their ASB policy.
So, things like movement, intermittent music or the washing machine running at night (more common given the energy crisis) are viewed through the lens of ASB.
It is unfair to both the resident making the complaint and the resident being complained about for the noise to be treated as something it is not; and it is harder for the landlord to make consistent and reasonable decisions if it does not have the right framework for all types of noise reports.
What is in the report?
This report features:
- landlord policies and practice
- timeliness and communication
- modern living
- good neighbourhood management
- making a complaint
The featured case studies in this report have been selected to illustrate the range of findings and outcomes and how lessons can be drawn from those to share more widely.
The full Spotlight report
This page provides a summary of the report. To read the report in full and view our recommendations, please download the PDF.
Spotlight report on noise complaints - time to be heard (PDF)
Noise complaints eLearning for landlords
Spotlight report on noise complaints eLearning
This CPD‑accredited eLearning course shares the findings and recommendations from our Spotlight report on noise complaints. It also includes learning from the follow‑up report.
Learn how noise complaints affect residents and how landlords can respond well.
The course includes 5 short modules and ends with a quiz.
What you'll learn:
- why noise is a focus area
- examples of how landlords are building community relations
- our recommendations
- steps landlords have taken to improve noise policies and procedures
Why take this course:
- free and easy to access
- CPD-accredited
- scenario-based learning with practical tools
- finish with a short quiz and download your certificate
Further learning on noise complaints
Noise complaints key topics page
Noise complaints are a common issue that residents and landlords face in their daily lives.
Explore guidance, spotlight reports, and training options for landlords and residents to help you navigate through this key topic.
Noise podcast playlist
This podcast playlist features episodes where we discuss our Spotlight report on noise complaints and its follow-up report.
We explore the findings and recommendations of the reports and share examples of improvements in how landlords handle noise complaints since the initial report was published in October 2022.
View more Spotlight reports
Spotlight report on repairs and maintenance
This report reveals a 474% increase in repair complaints. It explores the critical role that trust plays in effective repairs and maintenance.
Spotlight report on attitudes, respect, and rights
This report explores how current approaches for the sector are not working for residents with a vulnerability. With the need for a Royal Commission to create a long-term plan for social housing.
Spotlight report on knowledge and information management
This report reveals how landlord’s services can be held back by weaknesses in data and information. Calling for a need for better data systems to prevent simple service requests turning into lengthy complaints.