Neighbour problems: who to contact, and when
Can't sort it out with your neighbours any more? Then you can ask for help. Here you'll find when to involve community mediation, a landlord, housing association or managing agent, the council or the police in England and Wales, and how to make your report count.
Do you feel unsafe or threatened? Don't confront your neighbour. If someone is in danger or a crime is happening now, call 999. To report something that isn't an emergency, call the police on 101.
Direct contact: an option when safe
If direct contact is safe and appropriate, you might start with a calm request, then consider a reminder or a final message. These are options, not a requirement to make three attempts before seeking help. You can contact a relevant service sooner when the situation calls for it.
Choose the step that fits what has happened. A follow-up can refer to an earlier request and explain the next step you are considering. Do not keep contacting someone when it feels unsafe or is making matters worse.
First attempt: Choose a calm moment and say or write specifically what you notice and what you are asking for. Prepare the conversation or read how to talk to neighbours about noise.
Reminder: If nothing changes, refer kindly to your earlier request. Keep a copy or note when you asked.
Last attempt: Repeat your request and announce which next step you will take if nothing changes, for example community mediation or a report to your landlord.
Unable to resolve it together, or is direct contact unsafe or unsuitable? Choose support that fits your situation. Community mediation is often free; other services may charge.
Community mediationAsk your council first; it's often free.
Their landlord, your landlord or managing agentReport it in writing and include your incident log.
The councilEnvironmental health for noise and other statutory nuisances, the anti-social behaviour team for persistent problems.
CourtThe last resort. Get advice from Citizens Advice first.
Community mediation
When talking has stalled
Mediation helps when you can't resolve things by talking to your neighbour, but the situation hasn't got out of hand. An impartial, trained mediator who knows neither of you helps you both reach an agreement. It's confidential and usually quicker and cheaper than going to court.
Where to find it: ask your council first, even if you don't rent from them. If you rent from a housing association, it may offer mediation too.
Other options: in England and Wales you can search the Civil Mediation Council's directory; in Scotland, contact the Scottish Mediation Network. You might have to pay.
Voluntary: both you and your neighbour need to agree to take part.
Read more about community mediation with neighbours. Has the relationship already been damaged? See reopening contact after a dispute.
Landlord, housing association or managing agent
When someone else is responsible for the home
If your neighbour rents, you can complain to their landlord: a housing association, the council or a private landlord. Social landlords in particular have their own ways of dealing with anti-social behaviour, such as warnings, mediation and, in serious cases, legal action under the tenancy.
If you rent yourself: report it to your own landlord as well, especially if the problem comes through the building, such as poor sound insulation or shared ventilation.
In a block of flats: leaseholders can contact the managing agent or freeholder. Most leases contain a clause about not causing nuisance to other residents.
Not happy with the response? Use the landlord's or council's complaints procedure first. In England, the Housing Ombudsman handles complaints about social landlords, including council landlords and housing associations. The Local Government and Social Care Ombudsman covers other council functions, such as environmental health. In Wales, complaints about councils and housing associations go to the Public Services Ombudsman for Wales. The right route depends on who you are complaining about and what they did.
Tip: report by email or letter and keep a copy, so you can show later what you reported and when.
The council
When the problem carries on
Contact the council if the problem continues after talking, mediation or a report to a landlord, or straight away if your neighbour owns their home or you don't know who the landlord is. Councils deal with two kinds of problems.
Statutory nuisance (environmental health): noise such as loud music and barking dogs, artificial light, smoke and fumes, or a build-up of rubbish. The council has a duty to investigate. If it confirms a noise nuisance, it serves a notice telling the person to stop. Breaching it for noise from a home can lead to a fine of up to £5,000.
Anti-social behaviour (ASB team): for persistent, unreasonable behaviour that affects your quality of life, the council (or police) can give a written warning and then a Community Protection Notice. Breaking that notice is a criminal offence.
ASB case review: if you've reported persistent anti-social behaviour several times and nothing changes, you can ask for a case review (formerly the "community trigger"). The threshold is set locally but may not be higher than 3 complaints. Check your council's website for how it works where you live.
High hedges: in England and Wales you can complain to the council about a high evergreen hedge, usually for a fee, once you've tried to resolve it yourself. Read neighbour's hedge too high.
Read more: how to complain to the council about noisy neighbours.
Police and your neighbourhood team
For danger, threats or a crime
Contact the police if your neighbour is violent, threatening or abusive, harasses you, or is breaking the law in another way. Call 999 if a crime is happening now or someone is in danger, and 101 to report something later. Many forces also let you report online.
Hate incidents: if you believe the behaviour is motivated by your race, religion, sexuality, disability or transgender identity, report it, even if you've already told someone else.
Neighbourhood policing team: your local officers and PCSOs know the area and can help with problems that keep coming back. You can find your team via police.uk.
Worried about your neighbour? If your neighbour seems confused or unable to look after themselves, contact the council's adult social care team. Read worried about a neighbour.
Feeling intimidated? Read intimidated by a neighbour.
At a glance: who to contact, and when
Noise, music or footsteps, just started: first Talk or send a message, then Community mediation.
The conversation has stalled, no serious dispute yet: first Community mediation, then Landlord or managing agent.
Your neighbour rents, the problem keeps coming back: first Their landlord (in writing), then Council where appropriate; the relevant Ombudsman after the complaints procedure.
Problem in a block of flats: first Managing agent or freeholder, then Council, mediation.
Noise, smoke, light or rubbish that won't stop: first Talk first, then Council environmental health.
Persistent anti-social behaviour, several reports: first Council ASB team, with your log, then ASB case review.
Threats, intimidation, violence, drugs: first Police: 999 in an emergency, otherwise 101, then Neighbourhood policing team.
Worried about a confused neighbour: first Council adult social care, then Neighbourhood policing team.
Nothing works: first Citizens Advice, then Court, as a last resort.
How to make a strong report
Whoever you contact, a well-kept log makes the difference. It shows how often and how long the problem has been going on, and what you've already tried.
Note the date, the time, how long it lasted and what kind of problem it was, for example "22 June, dog barking from 10:15 to 12:35". Use our free incident diary or read how to keep a noise diary.
Only make recordings or take photos from your own home, garden or balcony. Don't film or photograph your neighbours.
Keep copies of your messages, emails and reports. When you report by phone, note the date, the time and the name of the person you spoke to.
Ask other neighbours who are affected to report it themselves. Several reports carry more weight.
Stay factual and calm. Describe what happens and how it affects you, not what kind of person your neighbour is.
Help from CalmNotes
Want to prepare your report or conversation well? These can help:
Conversation guide – €7.49
Prepare a calm conversation with your neighbours and put your request clearly.
Neighbour problem pack – €17.49
Editable messages for your situation: a friendly first note, a reminder and a final message, with an incident log.
Personal help – from €4.95
Ask a question, have your message checked or have one written for you.
Fresh start – €12.49
After an argument or a difficult period, get back in touch calmly, with an example message for a fresh start.
Records and request for help – €12.49
Bring the facts, the steps you've taken and your request for help together, with an incident log and example wording for your report.
Persistent problems – from €9.99
A ready-to-use letter to the landlord or housing provider, the building manager or the council when the problem keeps coming back.
Rather start for free? Download the free incident log.
This page gives general information about England and Wales and is not legal advice. Scotland and Northern Ireland have their own rules and services, and local procedures differ between councils. For free advice about your situation, contact Citizens Advice.
Sources: GOV.UK: Resolving neighbour disputes · GOV.UK: Complain about noise to the council · GOV.UK: ASB case review · Citizens Advice: Complaining about your neighbour · Home Office: ASB statutory guidance