Informal approaches
If you need advice about how to deal with problems such as smells, noise and so on, you can contact us for informal advice. You do not need to give us your name if you do not want to.
Before you make a formal complaint, you should approach the people who are causing the nuisance. Quite often, this informal approach can resolve the problem.
Formal complaints
If this fails, or if you do not want to make such an approach, telephone us to make a formal complaint.
You will be asked for details of your complaint, as well as your name, address and a daytime contact number. We will treat your details with the strictest confidence but if the case ends up going to court you might be required to attend. We will not normally accept anonymous complaints as they might be malicious.
The case officer will contact you to discuss the complaint within five working days, by letter, telephone or in person. If we cannot help you, we will explain why. If the matter is the responsibility of another agency or council department, we will refer the matter to them on your behalf or give you the correct information so you can do this yourself.
Log sheets
Nuisance is often intermittent, so we will usually issue you with nuisance log sheets. You need to fill these in with the date, time and nature of the nuisance for as long as it affects you.
You will generally have to keep this log for three to four weeks, then return your completed sheets to the case officer. Log sheets provide vital evidence and will be used if the case goes to court. They also provide the case officer with information about the best time to visit to witness the problem.
If you do not return the log sheets by the date specified, we will assume that the matter has been resolved and that you no longer need our help.
Our investigations
Unless you specifically ask us not to, we will make contact with the person who you have complained about. We will put the complaint to them, and ask for their views on it.
The case officer will visit to assess the nuisance a minimum of three times. Cases vary, but our aim is to complete investigations within 12 weeks.
As part of our investigation, we may undertake monitoring. This will either be in person, or by using specialist equipment in accordance with human rights legislation. The case officer must be satisfied that a statutory nuisance exists or is likely to occur.