How can social housing landlords manage investigating and managing noise complaints? 

As a social housing landlord, you continue to have a duty of care to manage the safety and well-being of your tenants. 

If your tenant is experiencing a distressing level of noise disruption, then you may have some responsibility to handle the situation and alleviate their stress. 

We want to help you understand your legal obligations to ensure your tenants stay happy and you stay compliant.  

What is the legal requirement for social housing landlords when managing noise complaints? 

You should have now updated your approach to maintenance to align with the rules imposed by Awaab’s Law, but it is important to keep in mind that there are further changes still waiting on the horizon.  

Awaab’s Law is being implemented in three stages, with the third stage coming into effect in 2027. 

Noise complaints will officially be incorporated into Awaab’s Law at that point, so your legal obligations may shift over the next two years. 

However, you should note the upcoming changes as a signal of the severity of noise complaints and begin to view them with the seriousness that they deserve now. 

As such, you have a legal responsibility to take seriously and investigate all noise complaints that your tenant makes.  

What should social housing landlords do when they receive a noise complaint? 

At your earliest convenience, you should endeavour to visit the tenant in person or send a representative on your behalf. 

Approach the situation with care and be respectful of the fact that your tenant may be feeling the adverse effects of noise, even if you perceive it to be minor. 

Different reactions to noise may stem from neurodivergence or a disability, which may not have been disclosed to you but could be influencing the situation. 

It is therefore imperative that you validate the concerns of your tenant to avoid inadvertently discriminating against them and breaching your responsibilities in accordance with the Equality Act 2010.  

Make sure your visit and inspection is detailed and documented with all records signed by the person investigating and the tenant. 

This ensures that you have proof of the actions taken should your tenant raise a complaint with the Housing Ombudsman. 

You need to take reasonable measures to reduce the level of noise experienced by your tenant and it may be necessary to install noise recording equipment to monitor the situation. 

The evidence collected from such devices may be useful if you need to discuss the actions of neighbours who may be the ones responsible for the noise. 

To prevent ongoing noise complaints, you should consider the sound insulation between properties or laying carpet if there are bare floorboards. These measures help to absorb noise and can be useful in limiting the effect of sounds that cannot be controlled. 

Thicker, double or triple-glazed windows might also provide some noise reduction if the existing infrastructure is insufficient.  

If the noise disturbance constitutes anti-social behaviour, then it may be necessary to report it as such.  

At every step of the noise complaint, keep your tenant informed and document every measure you are taking to resolve the issue. This should allay the concerns of your tenant and ensure you have the evidence needed to defend yourself should they raise a complaint with the Housing Ombudsman. 

We are on hand to support you with any concerns you may have about approaching a noise complaint. 

Our expert team offer full support to ensure that the approaches you take are effective and fully legally compliant. 

Speak to our team today to take the stress out of handling noise complaints.