We are committed to ensuring our residents enjoy their right to a decent, secure and safe living environment free from anti-social behaviour caused by others. We know that noise nuisance blights the lives of those affected and this policy outlines the approach we take to tackle the issue and the support we offer to those affected.

Our commitment to you

We will ensure that our support for those affected by noise nuisance is accessible to all residents by ensuring that language or disability for example is not a barrier to reporting or engaging with the service, in line with the Equality Act 2010.

All reports of noise nuisance made to us will be investigated and dealt with seriously and in a timely manner in line with service standards and according to individual need.

What is noise nuisance?

We will deal with cases of noise nuisance that could be a breach of the terms and conditions of these tenancy agreements. Types of noise nuisance that are considered to be a breach of the tenancy agreement include:

  • Loud music
  • Loud noise from occupants and visitors

Noise transference

We know that the noise of day to day life can transfer between homes, especially in blocks of flats. This can include the noise of the TV, voices and footsteps. In most cases of noise transference we will encourage you to discuss this with your neighbour and we can support you with mediation, with the aim of agreeing a compromise around daily activity that minimises noise transference, particularly during the night.

We will investigate whether there are property attributes that may be contributing towards noise transference.

There will always be some level of noise transference that can be reasonably expected between properties, particularly those with shared communal spaces such as blocks of flats. Our aim is to support residents to be considerate of one another and the noise they make to support everyone’s enjoyment of their home.

In some circumstances, the accommodation may be unsuitable if the resident is particularly sensitive to or unable to cope with noise due to their physical or mental health. In these circumstances, it may be appropriate to support a transfer or mutual exchange to suitable accommodation.

How to report noise nuisance to us

You can report incidents of noise nuisance to us:

  • By phone to 01733 385000
  • By our online form, www.crosskeyshomes.co.uk/report-asb
  • In person at CKH Customer Central, Bridge Street, Peterborough
  • In person to your Scheme Manager if you live in retirement or extra care housing.

What happens when you report a noise nuisance to us

We will initially ask you if you are able to speak to the neighbour who is causing the nuisance to resolve matters. If you feel unable to do this, we will write to them.

After two weeks we will contact you for an update on the situation and if the noise has abated. If the noise nuisance has continued, despite the letter, we issue you with diary sheets and ask you to log instances of noise. We will also visit the perpetrator.

If the evidence presented to us shows that the perpetrator is breaching their tenancy agreement we will visit them at home to allow them to respond to the allegations and agree a way forward. If the evidence provided does not demonstrate a possible breach of the tenancy agreement and relations between neighbours have broken down, another restorative solution should be considered, and approval sought from both parties or the case closed.

If there is insufficient evidence to move the investigation forward we will interview all parties to discuss matters and seek a resolution. We will also ask you to continue gathering evidence to inform a decision at a later date.

In all cases where the noise nuisance is not a clear breach of the tenancy agreement the case will be closed.

If you continue to report noise nuisance to us we will inform the alleged perpetrator and ask them to respond.

We will then give you access to the ‘Noise app’ to enable you to record evidence alongside completing diary sheets. We will then determine if the noise necessitates us taking further action, which could include enforcement action against the perpetrator.

We want to ensure everyone has equitable access to our services. We can support you with a range of adjustments to help you access our service, please refer to our Reasonable Adjustments Policy for more information, available on our website or by request.

 

Further information:

Who is responsible for managing the Noise Nuisance Policy?

The Assistant Director of Operations, reporting into the Director of Operations, is responsible for the Noise Nuisance Policy.

Legislation and regulation

This policy is written in accordance with the following regulatory and legislative requirements:

  • Housing Act 1996
  • ASB Act 2003
  • ASB, Crime and Policing Act 2014
  • Equality Act 2010
  • Environmental Protection Act 1990

Information sharing

Cross Keys Homes has an information sharing agreement with key agencies and contractors to share information in relation to the delivery of our services. Information shared must be relevant and the Data Protection Procedure adhered to when handling data. You can find more information about how we manage your data in our Transparency and Privacy Policy.

Monitoring and review

The Noise Nuisance Policy was written and approved in May 2023 and will be reviewed every three years – next review May 2026.

Other related policies

·       Anti-social Behaviour Policy