Noise complaints are one of the most common headaches in strata management. And while occasional noise is normal and a part of community living, continuous disruptions are not. They can lead to tension, burnout, and neighbour feuds that no committee member wants to get into.
So, how do you, as a strata committee, manage noise complaints without losing your mind or your residents’ trust? Let’s break it down.
Set Clear Noise Bylaws
Before you can enforce anything, your community needs a solid foundation. That means having noise-related bylaws and guidelines in place that are:
- Clear about what’s acceptable and what’s unreasonable
- Realistic and enforceable
- Communicated regularly with residents
If your strata doesn’t have these spelled out, now is a great time to revisit your bylaws. Also, look into your local laws and regulations to align your community’s rules with them.
Without clear rules, you’d be left making calls based on judgment – and that never ends well.
Have a Standard Complaint Process
When a resident wants to bring up a noise issue, they shouldn’t be left wondering who to talk to or how to report it.
Your strata should have a consistent and accessible system for handling strata noise complaints, such as:
- A complaint form, preferably digital, with fields for date/time, type of noise, duration, etc.
- A designated contact person. This is usually the strata manager.
- A clear timeline for follow-up and resolution.
A proper process keeps things fair, prevents bias, minimises miscommunication, and reduces the chance of accusations of favouritism later.
Also, from the complainant’s viewpoint, it gives them peace of mind and satisfaction from submitting a formal complaint, which gives the impression of being taken more seriously than a verbal or informal one.
Assess the Complaint Objectively
Once a complaint comes in, the goal isn’t to take sides. Try to figure out what’s actually happening.
Ask yourself:
- Has the complainant logged multiple incidents?
- Is the noise consistent with what’s defined as unreasonable or excessive in your bylaws?
- Has the alleged noise-maker received complaints against them before?
It’s not as serious as investigating a crime, but formal complaints should be taken seriously to a certain extent. You need to gather context to decide whether a friendly nudge or a formal warning is needed.
If necessary, try to speak to both parties for a clearer picture before escalating things.
Mediate Before Penalising
Not every noise complaint needs to jump straight to a breach notice. In fact, many residents don’t even realise they’re being disruptive until someone points it out.
Before issuing a notice, consider:
- Sending a friendly reminder to the resident causing the noise
- Arranging a mediated conversation between the neighbours
- Offering suggestions to reduce noise, in case the accused person was genuinely unaware
Sometimes, a simple conversation or warning is enough to resolve things.
Keep Records of Everything
Noise disputes can drag on and resurface down the line. This is one reason for committees to:
- Log all complaints, including dates and the nature of the issue.
- Record all communication between the parties and the committee.
- Note any actions taken.
Having documentation protects you and keeps things consistent. It also shows you handled the situation responsibly.
