Tips 

• It can help to tell residents that you can hear how they are feeling (e.g. angry, upset, fearful, worried).
• Manage expectations about what is possible – and that we will try to speak on the phone or email the residents involved to get everyone’s perspective.
• We may or may not be able to control another residents’ behaviour.  Let the resident know that what they have most control over is how they choose to behave and respond.   
• Can they think about the effect of their responses on others – is their response going to be more helpful or less helpful (to them, to others, in the short and longer term)? 
• If neighbours have long-standing difficulties which are exacerbated by the lockdown, perhaps suggest it might be worth trying something new if their current response to try to stop the situation has not worked.  And we will also be asking the other residents involved to also consider this.
• There’s a lot to be said for recommending headphones!  

Useful phrases

It may help residents to think about how they can more forward given the movement restrictions and our own limited resources. Some suggested phrases to use to the person complaining and that complained about may be:

• I want you to think about how to move forward – not just what Camden can do to help but what you can also do.
• We have limited resources at the present time.  We can’t change this but is there anything you can do differently to help you cope?
• Please think about your behaviour and it’s effect on others.
• Is there a way you can try to see what is happening from your neighbour’s perspective?
• This is an exceptionally difficult situation, how are you going to respond?

There are also resources to help with these suggestions including help for residents managing anxiety and trying to reduce their household noise.

Added 8/4/20