Dealing with noise complaints can be one of the more challenging parts of being a landlord. Whether it’s a neighbour reporting loud music, repeated late-night parties or a dog barking for prolonged periods, noise issues can quickly become a source of tension between tenants and neighbours.

If you’re a landlord in Newport, Cardiff or the surrounding areas, knowing how to respond to a noise complaint quickly, fairly and appropriately can help prevent a minor issue from becoming a much bigger problem.

At RedKey Lettings, our property management experts support landlords across Newport, Cardiff and South Wales with the day-to-day management of their rental properties, including handling tenant issues and complaints.

In this guide, we explain what landlords should consider when dealing with noise complaints and how professional property management can help.

What Counts as a Noise Complaint?

Some level of everyday noise is expected when people live in a property. Tenants will naturally cook, clean, talk, watch television and have visitors.

However, noise can become a problem when it is excessive, persistent or significantly affects neighbouring properties.

Common noise complaints can include:

• Loud music or television, particularly late at night
• Repeated parties or large gatherings
• Shouting, arguments or raised voices
• Dogs barking or howling for prolonged periods
• DIY or building work at inappropriate times
• Repeated banging, stomping or loud footsteps
• Noise travelling between flats due to poor sound insulation

The important consideration is the nature, frequency and impact of the noise rather than simply whether a neighbour has complained.

As a landlord, you aren't expected to monitor your tenants constantly. However, if you receive a genuine complaint, it's important to take it seriously, investigate the situation and take appropriate action where necessary.

How Should Landlords Deal With a Noise Complaint?

If a neighbour contacts you about noise coming from your rental property, having a clear process can make the situation much easier to manage.

1. Acknowledge the Complaint Promptly

Start by acknowledging the complaint and letting the person know that you will look into it.

Even if you don't yet know whether the complaint is justified, responding promptly shows that you are taking the matter seriously.

Avoid immediately blaming the tenant or making promises about what action you will take before you've established the facts.

2. Ask for Specific Details

Try to establish exactly what has happened.

Ask the complainant for information such as:

• When did the noise occur?
• How long did it continue?
• What type of noise was it?
• Has it happened before?
• Is it happening regularly?
• Has anyone else been affected?
• Have they kept a record of the incidents?

A detailed record can be particularly useful if the issue continues or needs to be escalated.

3. Speak to the Tenant

Once you've gathered some information, speak to the tenant and give them an opportunity to explain their side of the situation.

There may be a straightforward explanation. They may not realise how much noise is travelling through the property, particularly in flats, older buildings or properties with limited sound insulation.

Approaching the situation calmly and professionally can often resolve an issue before it escalates.

4. Encourage Practical Solutions

Not every noise complaint requires formal action.

Depending on the circumstances, simple changes could make a significant difference. For example, you might suggest:

• Moving speakers away from shared walls
• Using rugs or carpets to reduce impact noise
• Avoiding loud music late at night
• Closing windows when playing loud music
• Using furniture pads where appropriate
• Keeping dogs away from areas where barking is disturbing neighbours

The appropriate solution will depend on the cause of the noise.

5. Put Important Communications in Writing

If the issue continues, make sure your communications with the tenant are documented.

Refer back to the relevant terms of the occupation contract and clearly explain the behaviour that needs to change.

Keeping communication professional and factual is important. Avoid making accusations that you cannot substantiate.

6. Keep Detailed Records

Good record keeping is particularly important when dealing with ongoing complaints.

Keep copies of:

• Emails and messages
• Complaints received
• Dates and times of reported incidents
• Notes from conversations with tenants
• Any warnings or correspondence sent
• Communication with the local authority
• Any other relevant evidence

If further action becomes necessary, having a clear record of what has happened and how you responded can be extremely valuable.

7. Escalate the Situation Where Necessary

If the problem continues despite communication and reasonable attempts to resolve it, further action may be appropriate.

Depending on the circumstances, this could involve the local authority or other relevant organisations.

Landlords should be particularly careful when considering action that could affect a tenant's occupation of the property. The legal process in Wales is governed by the Renting Homes (Wales) Act 2016, so landlords should ensure they follow the correct procedure rather than relying on guidance that applies to England.

If you're unsure what to do next, professional advice can help you understand your options.

How Can Landlords Prevent Noise Complaints?

Prevention is often easier than dealing with an ongoing dispute.

There are several steps landlords can take to reduce the likelihood of noise-related problems.

Set Clear Expectations From the Start

Make sure tenants understand their responsibilities around noise and behaviour when they move into the property.

The occupation contract and supporting information should clearly set out the relevant obligations.

Discuss Expectations at Move-In

Don't rely solely on paperwork.

A move-in conversation is a useful opportunity to explain practical expectations, particularly around late-night noise, parties, visitors and consideration for neighbours.

Carry Out Appropriate Tenant Referencing

Thorough referencing can help landlords make informed decisions when choosing tenants.

While referencing cannot guarantee that a tenant will never cause problems, checking rental history and obtaining appropriate references can form part of a responsible letting process.

Carry Out Regular Property Inspections

Regular inspections can help landlords identify potential problems early.

They also provide an opportunity to speak with tenants about any concerns and make sure the property is being looked after appropriately.

Consider the Property Itself

Sometimes the problem isn't simply the tenant.

Sound can travel more easily through certain buildings, particularly flats and older properties with poor insulation.

If you're purchasing an investment property, consider factors such as:

• Sound insulation
• Property layout
• Shared walls
• Flooring
• Building construction
• Whether the property is suitable for the type of tenant you're hoping to attract

These considerations can help reduce potential problems in the future.

Who Is Responsible for Noise Complaints?

The tenant is responsible for their own behaviour and for complying with the terms of their occupation contract.

However, landlords should not simply ignore complaints.

If a landlord receives repeated reports of excessive noise or potentially anti-social behaviour, investigating the issue and taking appropriate steps is important.

This doesn't necessarily mean that every complaint will result in formal action. In many cases, early communication between the landlord, tenant and complainant can resolve the issue.

The key is to remain fair, proportionate and consistent.

When Should a Landlord Contact the Council?

If noise is persistent or particularly serious, the local authority may become involved.

A neighbour can report ongoing noise problems to the relevant council, which may investigate whether the noise constitutes a statutory nuisance or whether other action is appropriate.

Landlords should cooperate with any legitimate investigation while also keeping their own records of complaints and communications.

If you're managing a property yourself and aren't sure how to deal with a council complaint, getting professional advice can help you understand what needs to happen next.

How Can a Property Management Company Help With Noise Complaints?

Managing a rental property involves much more than finding a tenant and collecting rent.

When a complaint arises, landlords may need to communicate with tenants, neighbours and potentially the local authority while keeping accurate records and ensuring the correct legal procedures are followed.

This can be particularly difficult for landlords who manage their properties alongside full-time work or who live away from their rental property.

A professional property management company in Newport or Cardiff can take much of this responsibility away from you.

At RedKey Lettings, our team can help landlords with the ongoing management of their rental properties, including tenant communication, maintenance, inspections, rent collection and dealing with day-to-day tenancy issues.

Whether you own one rental property or a larger portfolio, having an experienced letting agent in Newport or Cardiff managing your property can give you greater peace of mind.

Dealing With Noise Complaints: What Landlords Need to Remember

Noise complaints don't always mean that a tenant has done something wrong. However, ignoring repeated complaints can allow a relatively small problem to become a much bigger dispute.

The best approach is to:

1. Take complaints seriously.
2. Establish the facts.
3. Speak to the tenant fairly.
4. Encourage practical solutions.
5. Keep everything documented.
6. Escalate the issue when appropriate.
7. Follow the correct legal process in Wales.

For landlords in Newport and Cardiff, having a professional property management team behind you can make dealing with these situations considerably easier.

Need Help Managing Your Rental Property?

At RedKey Lettings, we help landlords across Newport, Cardiff and South Wales manage their rental properties with less stress.

From finding tenants and collecting rent to property maintenance, inspections and tenancy management, our experienced team can help you stay on top of the responsibilities that come with being a landlord.

If you're considering letting a property or would like to find out more about our property management services in Newport and Cardiff, get in touch with our team.

Call us on 01633387970 or email hello@redkeylets.co.uk.

Frequently Asked Questions About Noise Complaints

What should I do if a neighbour complains about my tenant?

Take the complaint seriously and gather as much information as possible about the alleged noise. Speak to the tenant to understand their side of the situation and keep a record of all communications.

Can a landlord be held responsible for noisy tenants?

Landlords aren't automatically responsible for their tenant's behaviour. However, if you receive ongoing complaints, it's important to investigate and take appropriate action where necessary.

Can the council get involved with noise complaints?

Yes. Depending on the circumstances, a local authority may investigate complaints about persistent or excessive noise and determine whether further action is appropriate.

Can noise complaints lead to a tenant losing their home?

Persistent serious noise or anti-social behaviour may potentially lead to formal action, but landlords must follow the correct legal procedures. In Wales, landlords should ensure they understand the requirements of the Renting Homes (Wales) Act 2016 before taking action.

Should I include noise rules in an occupation contract?

Landlords should ensure that the written statement and any relevant terms clearly set out the contract-holder's responsibilities. Getting professional advice can help ensure the documentation is appropriate for the property and circumstances.

How can a letting agent help with tenant complaints?

A professional letting agent can communicate with tenants, keep records, liaise with relevant parties and help landlords manage issues in accordance with the appropriate procedures.

Is property management worth it for landlords in Newport and Cardiff?

For many landlords, professional property management can save significant time and reduce the stress associated with managing tenants, maintenance, rent collection and compliance.

At RedKey Lettings, we provide property management services for landlords across Newport, Cardiff and the surrounding areas.