Help & Support

There are various ways you can report unreasonable noise:

• Use our Virtual Agent which will ask you some questions and offer some helpful articles, then you’ll be put through to Live Chat with one of our Customer Experience Advisors when we're open. If we're closed you can make a report and our Customer Experience team will be in touch by the end of the next working day
• Speak to your Neighbourhood Officer 
• Call us on 0800 652 0898 
• Contacting your local council’s Environmental Health team – This step should only be taken if we assess that the level of noise meets the statutory threshold for a nuisance. Environmental Health has the authority to investigate and take action where noise is considered unreasonable or harmful to health. If we believe the situation warrants their involvement, we will advise you accordingly and support you through the process.​

If the noise you report appears to be clearly unreasonable, we will make initial contact by the end of the next working day.  Once we've made contact, we will:

• Speak with you first – If you've provided a telephone number, we’ll call you directly. This allows us to respond more quickly and understand the situation in detail.  If you can provide availability for contact on your initial report this would be helpful
• Request noise diary sheets – Before we speak with your neighbour, we may ask you to keep a record of the noise incidents for up to two weeks. This helps us identify any patterns of behaviour and allows us to assess whether the reported noise is unreasonable
• Encourage initial dialogue – If you haven’t already spoken to your neighbour, we may ask you to consider doing so. Often, a calm and respectful conversation can resolve the issue without further action
• Engage with other neighbours – We may speak to others living nearby to understand whether and how they are affected. This helps us build a clearer picture of the impact
• Contact the person responsible – In many cases, simply making the person aware of the issue is enough to resolve it. We’ll approach this sensitively and constructively

If the issue continues or escalates, we may consider the following actions:

• Conflict Resolution – We may offer a facilitated conversation between you and your neighbour to help both parties reach a mutual understanding and find a constructive way forward. This process is voluntary and requires consent from both sides.

A facilitated conversation is led by a neutral third party who helps guide the discussion in a calm and respectful environment. It can help:

- Clarify misunderstandings
- Allow each person to express how they’ve been affected
- Identify shared concerns or goals
- Explore practical solutions that work for both parties
- Prevent further escalation of the issue
- This approach often leads to quicker and more lasting resolutions than formal action, especially when both parties are willing to engage openly

• Work with Environmental Health – If the noise meets the statutory threshold, we may refer the matter to your local council’s Environmental Health team for further investigation
• Anti-social Behaviour Agreement (ABA) – We may ask the person causing the noise to agree to reasonable and achievable terms by signing an ABA, which outlines expected behaviour and consequences of further disruption
• Noise monitoring equipment – The Environmental Health team may provide noise monitoring equipment and ask you to complete an incident diary each time the noise occurs
• Good Neighbour Agreement – We may suggest a voluntary agreement between neighbours to promote respectful and considerate behaviour
• Legal action – In serious or persistent cases, we may consider applying for an injunction or, in extreme circumstances, seek a court order to evict the individual responsible from their home

Being mindful of noise in your home can help maintain positive relationships with your neighbours. Here are some practical tips to reduce the likelihood of complaints:

• Time your activities considerately – Try to carry out household tasks like washing, vacuuming, and DIY projects between 7 am and 11 pm.  Let neighbours know in advance if you're doing noisy work.  Use well-maintained tools, quieter settings, or hand tools where possible.
• Keep volume levels reasonable – Whether it's your TV, radio, or music, keep the volume at a level that isn’t audible outside your home - especially during late hours. If you can hear it from outside, it’s probably too loud. Everyone has different music tastes, so keep yours at a respectful volume - especially bass, which travels easily. If you play an instrument, choose times and spaces that minimise disruption.
• Position speakers carefully – Place TVs, radios, and speakers away from walls that are shared with neighbours to reduce sound transmission.
• Wear soft-soled shoes indoors – This helps minimise impact noise, especially in flats or homes with hard flooring.
• Close doors gently – Avoid slamming doors, which can be disruptive to others nearby.
• Alarms and Noise -Alarms are meant to protect, but faulty or misfiring alarms can be very disruptive. To avoid causing a nuisance:
     - Choose a reliable alarm system and service it regularly
     - Ensure car and intruder alarms have a 20-minute automatic cut-off to prevent prolonged noise
     - Persistent alarm noise may be investigated by your local council if it becomes a statutory nuisance
• Give a heads-up for noisy activities – If you're planning a celebration, let your neighbours know in advance. A little notice can go a long way in maintaining goodwill
• Garden Noise - Gardens are for relaxing and enjoying - but noise carries easily to neighbours. To avoid complaints let neighbours know if you're hosting a party or BBQ. Avoid loud music outdoors.  If anyone raises concerns, consider lowering the volume, move the party indoors, or end it at a reasonable time
• Minimising Everyday Noise
  - Close doors gently, especially in flats with shared entrances, and avoid slamming cupboard doors—especially if they're fixed to shared walls
  - Use furniture pads on cupboard and internal doors to reduce impact noise
  - Avoid laminate flooring in flats—it significantly increases noise for neighbours below. Carpet is a better option for sound insulation
• Pets and Noise Consideration - Pets can be a source of comfort—but also noise. To minimise disruption:
  - Dogs often persistently bark more when stressed or left alone. Ensure they’re well-fed, exercised, and consider training or companionship if barking persists
  - Cats may fight or wail, especially at night. If neighbours raise concerns, try keeping them indoors overnight
  - Caged birds and small pets can be noisy, especially at night. Place cages away from shared walls and sleeping areas to reduce disturbance

• ASB Help – A national charity offering advice and support for victims of antisocial behaviour, including noise nuisance and neighbour disputes
• GOV.UK – ASB Support Guide – Government guidance on recognising, reporting, and resolving antisocial behaviour
• Shelter – Offers legal advice and housing support for those affected by nuisance and ASB