Problems in the neighbourhood: Formulating noise complaints across dispute resolution services

Abstract

When people are in dispute with their neighbours, there are multiple routes to resolution, and different services have a range of remits to support it. This article explores how noise complaints are reported to dispute resolution mediation and local council environmental services in the United Kingdom.A collection of 315 recorded telephone calls were transcribed and analysed using discursive psychology, underpinned by conversation analytic methods. Analysis focused on how the same kinds of noise complaint were formulated for the remit and provision of the service called.In mediation calls, callers directly attributed the source of the noise to the agent of its production (e.g., "it's about the neighbour"). However, reference to "the neighbour" was typically omitted (at least initially) in calls to environmental health services (e.g., "I need to speak to someone about disturbance"). This comparative analysis of different settings reveals the significance of service remit for the design of complaints and the relevance of attributing cause in making a case for aid. Comparing two settings provides a propitious opportunity to demonstrate that noise is not a physically objective phenomenon or neutral category but institutionally formulated social conduct.

Somewhere to turn to: Signposting in service provision

“…Following a potentially problematic gap of silence (line 15) C confirms his knowledge about service remit and reissues the earlier request in line 1 of ‘needing advice’ (line 16). As with other institutions contacted in our dataset, it is clear that establishing grounds for the provision of service is negotiated between caller and call-taker (C does eventually receive information on his housing options later in the call) when pursuing the case for aid (Alexander, 2018; Alexander and Stokoe, 2019; Hofstetter and Stokoe, 2018).…”

Noise Complaints and Land Rezoning as a Predictor of Hate Crimes in a New York City Borough

“…Noise conflict arises when the noise maker and the noise hearer cannot informally control the sound source in a way that is satisfying for both parties (Van Gunsteren, 1999). Alexander and Stokoe (2019) concluded noise complaints actually represented a problem between neighbors. Furthermore, Legewie and Schaeffer (2016) found that there is a positive relationship between ethnic and racial diversity in a neighborhood and the number of noise complaints.…”

How mediators use reformulation practices to de‐escalate risky moments

“…By harnessing representations of disputants' talk, mediators can help disputants progress toward acceptable solutions. To date, interactionbased scholars have examined formulations and reformulation practices in mediations as a verbal phenomenon (Alexander & Stokoe, 2019, 2020Garcia, 2019;Glenn, 2016;Greatbatch & Dingwall, 1990;Sikveland & Stokoe, 2016;Stokoe & Edwards, 2008). Video recordings make it clear how necessary it is to recognize the multimodality of the work getting done.…”