I guess I must need a refresher in dealing with NOISE COMPLAINTS!

I guess I must need a refresher in dealing with NOISE COMPLAINTS! Just moved to a fairly new luxury community. The residents are high earners and entitled. They do not want to put up with any noise. They literally quote the lease at you and tell you their rights to peaceful enjoyment are being violated by the upstairs neighbors. The upstairs neighbors usually want to argue and say they’ve done nothing and say they’re being harassed. No one will transfer to keep peace - lol! We try so hard to be a community that gives amazing service. We do not have a courtesy patrol. We tell them to call upon the police if feel it is needed (they usually do not). The situations just go on and on and they expect results to their complaints. Wastes tons of time. To be honest, some of the noise and “banging” they report is truly just the way the building was built. It may seem like beyond normal life noise, but sometimes it really just is thin floors. We sent one “noise violator” a notice to stop disruptive noise last week and they were furious and adamant they live quietly and want peace for everyone. What do you do???? Any good systems I could put in place???? 

I post a reminder to the entire building and just state something about everyone being entitled to the peaceful enjoyment of the community and to be mindful of noise even during the day. I also add something about it being an apartment community so there will be some residual noise, it is inevitable with many neighbors. This both addresses the noise complaint but also kindly reminds the complainers that there’s still a line between excessive noise and normal apartment noise.
If the complaints continue, interview surrounding neighbors and do an inspection yourself to see if you hear anything. If you cannot corroborate their complaints you tell them so in writing, that you have investigated and found no issue

This is great. Of course, these days people video record noise from their home. Then they send you 6-7 videos to listen to. I can definitely hear stomping noises and loud walking , but as I was mentioning I think it may just be the way this building was constructed. Thin floors. Then they look at you like “DO SOMETHING”. I had one say “I know you can send them a legal notice. I’m showing you proof. You should be doing that.”

is it hardwood or vinyl on the upper floors? I know it’s aesthetically pleasing to not have carpets in common areas in apartments but the noise issue will never end.
I avoid luxury housing like the plague for this reason. And it’s unfortunately understandable when you’re paying high rents to expect high quality of life. But like, it’s still An apartment that will unfortunately come with apartment issues.
I’m hoping a building notice helps!

Vinyl! I agree with you. But….less carpet and less complaints about “allergies” The trade off!

getting into that- you can always hit them with the, this is a multifamily housing so some noise or other challenges may arise when living with around others.
At some point though, you’re just going to have to talk with your manager and see what needs to be said to these residents.
Depending on occupancy and such, I’d non renew them

id 100% take allergy complaints over noise lol cus that’s an easy fix, don’t move in at all or just Move out lol

What I’ve come to realize is don’t say you have thin floors. As long as your building is up to code your floors are fine.
Floors, squeak, and make noise no matter the age.
Explain that noises from the floor, occasional banging, walking, phone conversations are normal apartment living noises. Compare it to a house where there are shared walls.
Explain that sharing walls as part of apartment, living. Go on to say that noises such as screaming, loud music after a certain time, loud parties, excessive banging for over in 10 minutes, is unreasonable.
If noise levels are considered unreasonable, and it’s during office hours, tell him to call the office. Let you guys handle it from there. If after office hours, they will need to call the police.
Explain that you cannot guarantee quiet because there are shared walls. Explain that their neighbors most likely are hearing them too.
Reiterate what is beyond reasonable

Well, firstly that’s why I don’t deal with luxury tenants. You can never win with them.
Now thats I said that- Use their entitlement and lease agreement against them. I would see if or create a policy on how noise complaints must be handled per company policy.
I’d then, send out an email regarding the procedure and steps required for you(the team) to address these noise complaints. Such as a police report needing to be filed with the complaint, or audio/ tangible proof. Put the responsibility back on them to provide evidence, and do the work to help you accurately resolve their problem.
Once it’s in black and white, plus you notified them of the process- quote the policy and that you notified them. And if they fail to follow the steps required, then there is nothing you can do.

Send two staff out, one to the complaining unit and one to the above unit. Call the person in the unit above when ready to test. Open and close doors, walk normally in the unit, open and close cabinets, etc. If it is music ask the tenant to turn on the music, sometimes you can tell by what volume it comes on at that it is too loud. In one unit we found it was the wood cabinets in the kitchen shutting loudly, we added felt pads, no more complaints. Sometimes it was a bed being placed on a different wall that helped or it was really the entry door shutting that the lower unit was hearing and blaming the upper tenants.