Effective Conflict Resolution Strategies Between Neighbours
Sinead Campbell from London Flats Insurance looks at how you can provide effective conflict resolution between neighbours in your block of flats.
Being a director of a Residents Management Company means being a people manager. Each unit you take responsibility for represents a person or a family of people from different walks of life; different ages, different cultures, different stress levels, different daily routines… and these people are living in close quarters. Conflict between neighbours is almost inevitable and you may need to step in to mediate if things can’t be resolved easily.
Here we’ll be discussing the routes you can take to resolve conflict in your block and what support you could seek to help avoid costly court battles.
Common Complaints
Neighbours in traditional housing may argue about boundaries, fences, overhanging trees etc, but when it comes to flat living, the most common complaints tend to be:
1. Noise
Normal day-to-day activity for one person may be driving another mad: late night footsteps, noisy pets, music or slamming doors. With shared walls, floors and ceilings, even the lightest of foot can irritate their neighbours.
These complaints can usually be resolved with a simple conversation and some active consideration between the involved parties, but more serious complaints can arise when unacceptable behaviour is involved (such as very loud music played late at night, children being noisy throughout the day or excessive shouting on a regular basis).
2. Common Areas and Amenities
Bikes or buggies left in hallways, overflowing bins, intimidation when using shared spaces such as rooftop gardens… the list goes on. People living in close quarters and under a shared set of rules are bound to feel very angry if those rules are broken and their access to amenities (which they pay for in equal measure) is encroached upon.
3. Anti-Social, Violent or Abusive Behaviour
Unfortunately, this is a reality for some. Behaviour in this category includes anything from harassment, verbal abuse, intimidation and bullying to animal nuisance (e.g. dog fouling) or vandalism. If aggressive or violent behaviour is displayed, you feel unsafe, or if there’s an element of discrimination involved, then the police should obviously be called.
Avoiding Issues in the First Place
There are some tactics you can employ to help promote harmony and happiness within your block. The first and most obvious would be to inform all new leaseholders of the block’s ‘neighbourly best practice’.
Anything from acceptable windows of time for music, to the rules around rubbish and recycling collections can be included- anything that may not be explicitly clear, or that may have been missed among the fine print within the lease. You can include documents like this within a resident welcome pack and display it in the common areas. It can then be referred to as a first defence if complaints arise.
You can also uphold the rules by placing friendly but clear notices in problem areas as a reminder for all residents. Key spots might include the refuse area, the main entrance way (to display guidance for general ‘quiet enjoyment’ within the block) and hallways where clutter can lead to fire hazards and issues with access.
Having a clear complaints policy that is applied in all situations can be a real help too. It’s your job to make sure all residents are looked after in the same way; having a protocol for complaints ensures a level playing field.
How to Handle Complaints as a Residents’ Management Company
Here are some steps you can take to make sure you’re fulfilling your role appropriately when it comes to neighbourly disputes:
Your first port of call should always be to engage with all parties, offering a neutral ear and always referring to the stipulations of the lease where you can. Make sure you are visible in the development and easily contactable; the sooner you know about bubbling issues, the faster you can intervene to avoid things getting nasty. Be as approachable, receptive and empathetic as possible so leaseholders feel comfortable coming to you with issues.
Do your research and check historic records that may assist your approach. For example, if a particular leaseholder has made multiple complaints against multiple neighbours, you are likely to handle the situation differently than if this is their first complaint.
Always keep detailed records of all interactions and steps taken when addressing complaints or dealing with leaseholders. Maintaining thorough documentation is crucial in case a situation escalates.
Record all communication, including emails, letters, and phone conversations, noting the date, time, and individuals involved. Be sure to document any agreements, resolutions, or actions decided upon during these interactions. These records serve as valuable evidence of your active involvement and demonstrate your commitment to resolving issues in a responsible and professional manner.
Additionally, keep a record of property inspections, health & safety risk reports, and any repairs carried out. These records help establish a timeline of events and actions taken to address concerns raised by leaseholders.
Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution encompasses mediation, arbitration, adjudication and Early Neutral Evaluation. If conflicts go beyond petty disagreements and all else has failed, professional ADR may be needed.
Adjudication:
Adjudication involved conversation with a neutral professional who will make a temporarily binding decision. The parties involved can then decide whether to go through further ADR or to take the case to court. This option is more commonly used for disputes between contractors and landlords due to the Housing Grants Construction and Regeneration Act 1996.
Mediation:
This can help to avoid issues getting all the way to court, but, if not, it can at least make all the issues crystal clear and concise so that legal proceedings can be smoother. If mediation is offered, it should be accepted- if you do end up in court, the court will consider the efforts made to resolve things outside of court when deciding on the legal fees to be paid.
Early Neutral Evaluation
This is very similar to adjudication, but the decision isn’t binding. Parties can simply use the independent, third party’s opinion to help them decide where to go next.
Hopefully neither you nor your residents will enter into any truly messy conflicts, but nurturing healthy relationships in a block of flats requires ongoing effort and proactive engagement from all parties. By promoting effective communication, empathy, and utilising appropriate conflict resolution strategies, you can create a positive and harmonious living environment for everyone involved.
Arbitration:
This is one step away from entering a legal process. Often used to resolve service charge disputes (leases often state that this must be the case), the proceedings remain confidential and facilitate the collection of necessary evidence to support each party’s claims. An arbitrator’s decision is almost always final.
In conclusion, managing a block of flats encompasses a complex and multifaceted role that demands a diverse range of skillsets. Those who possess innate “people skills” often excel in this field, as they possess the ability to defuse tense situations and instil a sense of serenity. When it comes to handling neighbourly disputes, adopting a human-centred approach is consistently proven to be the most effective starting point.
By leveraging these qualities, you can navigate the intricacies of living and managing a block of flats and foster harmonious living environments for all residents involved.
For more information, please contact a member of the London Flats Insurance team on 020 7993 3034.