About the Noise and Nuisance service

What standard of service can you expect from us?

We will answer your initial telephone call as soon as possible. The operator should give their name, a case reference number and an indication of what will happen next. 

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. For more information you can download the the Noise and Nuisance Service Customer Information Leaflet.

How to make a complaint

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:

  • email us at: [email protected]
  • 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 ten working days.

If you are unhappy with this reply, you can make a more formal complaint by contacting us via email as above or in writing to the above address. 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.

Last updated: 29 November 2019