Neighbour complaint record

Keep this record privately with the property file. Write what was reported separately from what was checked. Keep original relevant messages. Use a booking reference rather than copying identity documents or unrelated personal details.

Which property and incident does this record concern?

[Property address, incident reference and the date this record was created.]

What was reported?

[Date and time the report arrived, how it arrived and the relevant words. Identify the person reporting it only as far as needed to follow up. Keep the original message or correspondence reference.]

What did the report describe?

[The reported date, time, location, behaviour and effect. Say whether there was an immediate safety concern. Do not present an allegation as a confirmed finding.]

What did the guest or other person say?

[The relevant account and booking reference, with the time it was obtained. Keep different accounts visible rather than choosing one before it has been checked.]

What was checked?

[Who checked, when and what they directly established. Note anything still uncertain and the records or documents that support a finding.]

What action was taken?

[The actual action, the person responsible and the time. Distinguish a message sent, a visit completed and work that has only been arranged.]

What happened afterwards?

[Whether the disturbance stopped or the practical problem was resolved, how that was established, who was updated and when.]

What contact was made with a council, the police or the booking platform?

[The relevant service, case reference, questions or directions received, response deadline and actual response. Keep the original correspondence. This record does not replace a response to a formal notice.]

What remains to be done?

[The outstanding task, the person responsible, the agreed date and how completion will be checked.]

What should change for the next booking?

[Any correction to access instructions, parking information, property equipment or the operating arrangement. Record any permission question that needs appropriate advice before the intended use continues.]

How was this record concluded?

[The date, the person confirming the outcome and any point that remains disputed or unresolved.]

General guidance and response examples: https://www.upgradedpm.com/airbnb-neighbour-complaints/