Good Neighbour Policy

1.1 This policy sets out the scope and principles to our approach to our Good Neighbour Policy.

1.2 This policy is primarily concerned with our response to everyday living noise, domestic noise, and neighbour disputes.

1.3 The issues covered by this policy were all previously dealt with under a previous version of the Anti-Social Behaviour (ASB) Policy. However, it has now been decided that they are better served under a Good Neighbour Policy, which recognises that there is not necessarily an antisocial intention.

1.4 This policy has links to some of our other policies, and we’ve thought about these links when reviewing the policy. This policy should be read in conjunction with the following:

• • Anti-Social Behaviour Policy
  • Safeguarding Adults Policy
  • Safeguarding Children Policy
  • Surveillance (CCTV) Policy
  • Domestic Abuse and VAWG Policy
  • Hate Crime Policy
  • Complaints Policy
  • Unreasonable Communications Policy
  • Equality, Diversity and Inclusion Policy

2. Scope

2.1 This policy applies to all Peabody group residents and customers, including leaseholders, freeholders and shared owners, visitors to Peabody estates and users of Peabody community centres. It covers all subsidiaries, including Town and Country Housing.

2.2 This policy only applies to everyday living noise, domestic noise and neighbour disputes.

2.3 Our priority is to create homes and neighbourhoods that people love and for residents to live together in harmony. However, as a large housing provider that provides various services and accommodation types to a range of residents, we recognise that we are all different and living in such proximity to one another can on rare occasions, lead to tension. We encourage all residents to be respectful of everyone’s uniqueness and mindful of how their lifestyle may impact others. Some examples of issues covered by this policy that could lead to tension
includes:

• • Noise from everyday living e.g.
    • One-off parties
    • Running large appliances e.g. washing machines
    • General conversation
    • Children playing
    • Carrying out chores e.g. vacuuming
    • Children crying
    • TV and radio noise
    • Disputes over minor issues such as:
    • Residents leaving bicycles/prams in the communal corridor
    • Residents repairing vehicles outside homes
    • Boundary and fencing issues
    • Ball games
    • Barbeque
    • Cooking smells
    • Pet nuisance, including dog fouling
    • Animal nuisance e.g. feeding birds
    • Obstructive/excessive parking
    • Building works
    • Residents not maintaining gardens
    • Use of communal areas
    • Bins
    • lash of lifestyles

Please note these lists are not exhaustive:

2.4 Regarding neighbour disputes, wherever possible we encourage esidents to actively seek out a solution with their neighbours directly themselves. This could be speaking to your neighbour or dropping them a polite note, using mediation as tool to secure a long-term solution or speak to our Advice and Well-being team to see if there are other options you could consider.

2.5 Some complaints such as noise nuisance and neighbour disputes will involve issues outside of our statutory responsibility. In this scenario, we will endeavour to work with the relevant authority e.g. Local Authority, or other social landlords, should the complaint concern a tenant of theirs.

2.6 For neighbour disputes where the situation is more severe, it would not be appropriate to manage these cases under our Good Neighbour Policy. We have consulted resident’s groups across our regions and our partner agencies to develop a robust ASB policy that gives our residents the best possible service.

2.7 We have separate policies for anti-social behaviour and for domestic abuse but recognise that some reports of noise nuisance or excessive domestic noise could be an indicator of potential anti-social behaviour, domestic abuse or safeguarding issues, for example, complaints about arguments could be related to abuse. We will ensure that any potential indicators are actively considered as part of our Good Neighbour investigation and raise alerts in line with our antisocial behaviour, domestic abuse and safeguarding policies

3. Key terms and definitions

3.1 Domestic Noise is the experience of noise caused in a domestic environment, such as everyday activities, like children playing, babies crying, doors opening and closing, DIY in normal reasonable hours, footsteps/walking, general conversation, carrying out chores in the house such as vacuuming etc.

3.2 Statutory Noise nuisance, as defined by the Environmental Protection Act 1990 must meet one of the following criteria:

• • Unreasonably and substantially interfere with the use or enjoyment of a home or other premises
  • Injure health or be likely to injure health

3.3 Antisocial behaviour (ASB) as defined in the Antisocial Behaviour, Crime and Policing Act 2014

• • Conduct that has caused, or is likely to cause, harassment, alarm or distress to any person.
  • Conduct capable of causing nuisance or annoyance to a person in relation to that person’s occupation of residential premises.
  • Conduct capable of causing housing-related nuisance or annoyance to any person.
  • Housing-related means directly or indirectly relating to the housing management functions of a housing provider.

3.4 Mediation is a voluntary arrangement which helps people in dispute to reach a mutually agreed resolution to a problem, without the need for legal action. The process focuses on identifying and negotiating the key issues between parties rather than allocating blame or giving advice.

4. Our approach

4.1 We understand and appreciate that for the most part, Peabody residents live in harmony with their neighbours. However, we also understand that sometimes issues arise between neighbours. When issues arise, we take pride in working together with residents to find solutions to the challenges we jointly face. We do this through early prevention messages, focus on selfresolution without the need of intervention of others, use of mediation and restorative justice and strengthening our signposting to key partners such as the local authority environmental health teams when the noise is excessive or outside of normal hours.

4.2 We know each of our residents has the right to their own chosen lifestyle and we acknowledge and respect the right of each resident to live in their home without unnecessary interference from Peabody. However, we also know and appreciate that every-day living noises can have an impact on our resident’s peaceful enjoyment of their home.

4.3 When we receive a complaint regarding noise or neighbourly disputes that fall in line with our Good Neighbour Policy, we will:

• • Provide resources that outline how residents can engage with their neighbours to address the issue.
  • Provide information about mediation services and our independent mediators.

4.4 We know that not all our residents will be mindful of their neighbours and where cases escalate or require further action, we will treat the case as anti-social behaviour and investigate in accordance with our ASB policy. We will investigate noise nuisance where the noise is frequently excessive in volume and duration or occurs at unreasonable hours. It is reasonable to expect some level of noise from everyday life but if there is concern for someone’s welfare this should be reported to Peabody.

4.5 We will record and note instances of Good Neighbour reports to monitor and evaluate this policy.

4.6 We may take action against complainants where we find complaints to be malicious, persistent and unfounded. This is in line with our Unreasonable Communications Policy.

4.7 We will process personal data and information in accordance with the Data Protection Act 2018, UK General Data Protection Regulation and our Data Protection policy and procedures.

4.8 We will monitor the feedback we receive about how we manage and respond to cases of everyday living noise and neighbour disputes, to ensure a high standard of services.

5. Equality, Diversity and Inclusion

5.1 We value diversity and promote equality, ensuring people are treated according to their individual needs. This ensures that no person or other organisation is discriminated against on the grounds of race, colour, nationality, ethnic origins, sex, disability, sexual orientation, gender
reassignment, marital or civil partner status, pregnancy, unrelated criminal activities, illness, or any other matter that may cause a person to be treated with prejudice.

5.2 We will endeavour to ensure that services are delivered fairly and equally to all and to the highest possible standard. We provide all residents, prospective residents, and other stakeholders with the information they require, in a format to meet their individual needs, using
clear language which is easy to understand.

5.3 This policy may have an impact on our most vulnerable residents, many who will have protected characteristics under the Equality Act 2010. Therefore, we have completed an Equality Impact Assessment to ensure that any action we take does not discriminate, is the least restrictive and enables the person as much choice and control over decisions as is possible.

6. Legislation and Regulation

6.1 We acknowledge the following:

• • Antisocial Behaviour, Crime and Policing Act 2014
  • Domestic Abuse Act 2021
  • Crime and Disorder Act 1998
  • Environmental Protection Act 1990
  • Policy and Justice Act
  • The Housing Act 1996
  • The Equality Act 2010
  • The Data Protection Act 2018 and UK General Data Protection Regulation
  • Regulator of Social Housing’s Neighbourhood and Community Standard
  • Social Housing Regulation Act 2023

7. Responsibilities

7.1 The Managing Directors of all regions have overall responsibility for delivery and compliance with the policy.

7.2 For Town and Country Housing, the Operations Director has overall responsibility for delivery and compliance with the policy.

Approval

• • Version number V1
  • Effective from 28 May 2025
  • Policy owner Managing Director (Northwest London)