How the Noise and Nuisance Service can help you?

If you cannot deal with the problem yourself, you can call the Noise and Nuisance Team at any time of the day or night and we will assist you in one or more of the following ways.

If the problem is happening at the time of your call a Noise and Nuisance Officer will visit you and attempt to resolve the problem straight away if possible.

If the noise or nuisance is not actually occurring (or it is not possible to resolve it at the time) the Noise and Nuisance Officer will contact you on the next working day to take further details about the problem (what is it? what causes it? how long has it been disturbing you? when does it occur?) so we can consider the best way of dealing with it.

You might well be sent a diary in which you will be asked to record details of when you are disturbed by the noise or nuisance and prepaid envelope.

At various times after your initial call we will review the information and decide whether we have sufficient evidence to take legal action such as the service of an abatement notice. However, we will consult you throughout the process, particularly at key stages, for example, before serving a notice.

What you can do if you are not happy with the service

If you are dissatisfied with any aspect of our performance you can make a complaint to the Manager of the Noise and Nuisance Service in the following ways:

By telephone on 020 7361 3002 where details of your complaint will be taken by the Customer Services Unit and forwarded on
In writing to the Noise and Nuisance Service Manager at Council Offices, 37 Pembroke road, London W8 6PW
Your complaint will be investigated and you will receive a reply within 10 working days.
If you are unhappy with this reply, you can make a more formal complaint by contacting us on the above telephone number. You will be sent a guidance leaflet together with a form on which you can enter the details of your complaint. This should be sent to the Director of Environmental Health who will acknowledge it immediately and write to you within 28 days to let you know the outcome of his investigation and what action he proposes to take.

What standard of service can you expect from us?

We will attempt to answer your initial telephone call within 15 seconds. The operator should give their name, a case reference number and an indication of what will happen next. They will also give you the names of the noise and nuisance officers’ if they are going to visit you.
The officer will aim to visit you (if a visit is required) within 60 minutes of your initial call:
Our target is to meet this standard on 80 per cent of all calls. We are less likely to achieve this target during busy periods such as at weekends and during the summer months.
Many problems are resolved in a matter of hours but some take considerably longer. If your problem is complex or difficult to resolve there will be an interim case review to ensure sufficient progress is being made, within two months of your initial complaint. A full case review will be held after three months to determine what action can be taken or whether there is nothing further that can be done.
Download the Noise and Nuisance Service Customer Information Leaflet [PDF file] (File size 51Kb)

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