Living next to a short let shouldn't mean putting up with problems. Here's what to do if something's wrong, how we run the homes on your stair, and what the licensing rules mean for you as a neighbour.
Noise from a short let on your stair: what to do, step by step
It's late, the flat downstairs is louder than it should be, and you want it to stop. Here's the quickest way to get it sorted.
If it's one of our homes
- Call us on +44 (0)131 560 6614, Monday to Friday, 9am to 6pm. Out of hours, WhatsApp +44 7898 116933: our guest team is on until midnight and can contact the guests. You don't need to go and knock on the door yourself.
- Tell us the address and the flat. If you know which door, say so. If you're not sure, describe where the noise is coming from and we'll work it out.
- We contact the guests straight away. We ask them to keep it down, and remind them of the house rules they agreed to when they booked.
- We tell you what we've done. If the noise carries on, call again. You won't be passed around.
- We follow up. We come back to you to check it has settled.
If you're not sure whose flat it is
Call us anyway. Give us the address and we'll tell you whether it's one of ours. If it isn't, we can't act for another owner, but we'll tell you so honestly.
If anyone is in danger
Call 999 first. Then let us know, so we can deal with the guests and the home.
It helps to note
- The date and time
- What you heard or saw
- Who you spoke to, and what they said
You don't need a record to call us, but if a problem comes back, notes help everyone see the pattern. For anything that isn't urgent, such as a bin left out or a question about the flat, send us a message and we'll reply within one working day.
How our noise monitors work, and what they don't do
Every home we look after has a Minut noise sensor. Neighbours sometimes ask what that means, and whether it's listening. It isn't.
What it measures
The sensor measures sound levels only, the way a volume meter does. It never records voices or conversations.
What happens when it goes off
If the sound level in a home climbs too high, our team is alerted and contacts the guests. The aim is to deal with it before anyone on the stair has to pick up the phone.
Why that matters for you
It means a problem can be spotted at the start rather than an hour in. A loud evening becomes a quick message instead of a long night.
What it can't do
- It can't hear a door slamming on the stair, or footsteps on wooden floors
- It only measures sound inside the home it's fitted in, not the stair or the street
- It doesn't replace a phone call from you
So if something's bothering you, call. The sensor is one tool. You are the best judge of what's happening on your own stair.
Owners who want to know more about how we look after homes can read about it on our owners page, and our tools guide explains how noise monitors work in more detail.
Guest checks and house rules for short lets on Edinburgh stairs
Most problems on a stair start before a guest arrives: the wrong booking, the wrong expectations, or nobody explaining the rules. So that's where we start.
Before they arrive
- ID checks. Every guest's ID is checked before they get an access code. No check, no code.
- A guest limit. The licence sets the most people allowed. Listings show that number and we hold guests to it.
- House rules agreed at booking. Quiet hours from 10pm, no parties, and respect for the stair and the neighbours.
When they arrive
Before they arrive, guests get their check-in details and a house guide. The house rules they agreed to at booking, quiet hours included, apply from the moment they open the door.
While they're staying
Our team answers guests from 9am to midnight, and guests have an emergency line 24/7. If a guest has a problem, such as a lost key or a heating fault, they call us rather than knocking on your door.
Who stays in our homes
Lots of guests come to Edinburgh for a reason: families visiting for a graduation, visiting professionals, company bookings and performers at the Fringe. They want somewhere calm to come back to, the same as you.
No system stops every problem. But checked guests, clear rules and a team that answers make most of them rare. You can read how guests describe their stays on our reviews page.
Bins, stairs and shared spaces
On a tenement stair, the small things matter as much as the noise. Bins, luggage and the shared spaces are where neighbours notice a short let most.
Bins
Our cleaners take the bins out at every changeover. Guests are told where the bins are and asked not to leave bags on the stair or the street. If you find a bag from one of our homes in the wrong place, tell us and we'll deal with it.
The stair
Our cleaners leave the stair clear at every changeover: no suitcases on the landing, nothing left at the door. If you find something on the stair that belongs to one of our guests, let us know and we'll have it moved.
Keys and access
Guests only get an access code after their ID is checked. If you see something about access that worries you, such as a main door being propped open, let us know.
If you think you can smell gas
Don't wait for us. Call the National Gas Emergency Number on 0800 111 999 straight away. The official advice is to open doors and windows, put out any naked flames, and not to switch lights or electrics on or off. Once you're safe, call us so we can deal with the home and the guests.
What we'd like to hear about
- Bins or bags left out of place
- The main door propped open
- Rubbish or belongings on the stair
- Anything that seems wrong with the flat itself, like water coming through a ceiling or an alarm that won't stop
For a leak or anything that could be an emergency, call us on +44 (0)131 560 6614, Monday to Friday, 9am to 6pm, or out of hours WhatsApp +44 7898 116933 and our guest team will pick it up until midnight. For everything else, a message is fine. Owners can read more in our guide to short-letting a tenement flat.
Short-let licences: what neighbours can see and say
Every short let in Scotland has needed a licence from the council since 1 October 2023. As a neighbour, you have a part in that process.
When someone applies
When a home applies for a short-term let licence, a site notice goes up at the property for 21 days, so neighbours know and can comment. Under the licensing law, an objection or representation must:
- be in writing (email is fine)
- be clear about what it's about
- give your name and address
- be signed, which can be done electronically
For short-let licences it's normally due within 28 days. A late one can still be considered if you explain why it's late and the committee accepts the reason. The council has to give the applicant a copy, and you may be invited to explain your objection at a Licensing Sub-Committee meeting. It should be about real problems with the let, not things like parking.
Renewals
Licences have to be renewed, and the council says renewal applications are processed the same way as new ones. So your experience of a home over time can count at renewal. The council also keeps a public licence register, so you can check whether a home is licensed.
Once a licence is granted
In Edinburgh, the licence holder must write to every household in the building within 28 days of getting the licence, and every year after. For our homes, that letter comes from us, with our number on it. Every listing must show the licence number, so you can check a home is licensed.
Planning
Since 5 September 2022, all of Edinburgh has been a short-term let control area. A whole home that isn't the owner's main home needs planning permission to be used as a short let, unless it's already lawful.
Our licensing hub explains the scheme in plain words, and the Edinburgh licensing page covers how the council runs it. Our short-let glossary explains terms like site notice and neighbour notification.
If the short let next door isn't one of ours
We can only act for the homes we look after. But we know how frustrating it is not to know who to call, so here's what usually works.
Find the right contact
Every licensed short let in Edinburgh should have sent the building a letter with a contact number, within 28 days of getting its licence and every year after. Check your post, or ask other neighbours on the stair whether they kept theirs. The listing for the home also shows the licence number.
Contact the owner or manager first
Most problems are sorted fastest by the people who run the home. Be clear about what happened and when, and ask what they'll do. Keep a note of the call or message.
If it isn't sorted
The City of Edinburgh Council has a page for reporting a problem with a short let. It points to three routes: the planning team for a home that may not have planning permission, the council's noisy neighbours service for ongoing noise or antisocial behaviour, and the licensing team for licence concerns. You can also check the council's licence register first.
If anyone is in danger
Call 999.
What makes a report useful
- The address and which flat
- Dates and times, and what happened
- What you've already done, and the response
- Whether it's a one-off or a pattern
If several short lets on your stair are run by different people, it can feel like a lot of numbers to keep. Every home we look after has the same house rules and the same number for neighbours to call. You can read more about us and how we work on our about page.
Festival and rugby weekends: what changes on the stair
Edinburgh has a few weeks a year when the whole city is busier. August, with the Fringe and the festivals, is the big one. Hogmanay and the Six Nations weekends at Murrayfield are the others. If you live near a short let, you'll notice.
What stays the same
The rules don't change for festival season. ID checks, quiet hours from 10pm, the guest limit and the noise sensor all apply exactly as they do in February. Our guest team still answers guests from 9am to midnight, and guests still have an emergency line all night. Bins still go out at every changeover, which matters more when the whole street is busy.
The guests in August
Some of our August guests are performers and crew at the Fringe. They keep odd hours and often finish late. They're here to work, and they need their sleep too, so most want a calm home as much as you do.
Rugby weekends
Homes near Murrayfield see groups of fans on match weekends. Group sizes are held to the licence, the house rules are the same as any other weekend, and the noise sensor works the same way after the final whistle as it does on a Tuesday.
If a busy weekend gets too much
- Call us on +44 (0)131 560 6614, the same as any other time
- Tell us which flat and what's happening
- If it's not one of ours, use the steps in the section above
You can read more about Edinburgh's year from a host's point of view on our blog.
Want to understand how short lets are run in Edinburgh? Our short-let blog explains the rules, including home letting vs secondary letting.
Message us on WhatsApp on +44 7898 116933, or get in touch. We reply 9am to midnight, and the emergency line is there 24/7.