The Noise and Nuisance Service

The main work of the Noise and Nuisance team is the control of noise from both domestic homes and commercial businesses, although we also deal with other nuisances and a range of environmental health problems that occur outside office hours. 

• What you can do about nuisance
• What the team cannot deal with
• What standard of service can you expect from us
• What you can do if you are not happy with the service

What you can do about nuisance

It is often better to resolve matters personally if that is at all possible. The introduction of a third party such as the Council or a landlord, may inflame the situation rather than resolve it. If it is appropriate and will not place your safety at risk, you might try discussing the problem directly with the person responsible for making the noise.

What the team cannot deal with?

The Council cannot deal with aircraft, road traffic noise or certain aspects of train noise. However, there a number of different government departments that you can complain to and we can advise you of these.

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 size 51Kb)

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:

• call us on telephone: 020 7361 3002
• write 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.