Noise & Pollution Control Customer Contract

What is a Customer Contract?

Nottingham City Council is committed to providing high quality services to everyone in Nottingham.  One of the ways we are working towards this is to give more information about our services and the standard of service you can expect.

Our customer contracts give this information and tell you how to make a complaint if you are not happy with the service you receive.

We have a range of customer contracts covering different services.  We have also produced a Citywide Contract which gives general service standards you can expect from all departments – for example, how we reply to letters and phone calls, and what will happen if you have to complain.

Noise & Pollution Control Team’s Customer Contract

What you can expect from us

• Polite, professional, knowledgeable, well-trained staff that discharge their duties and responsibilities in a fair, consistent and helpful manner.
• Prioritise investigations and inspections depending on the perceived seriousness of the problem requiring our attention.
• Whenever possible provide advice and information on what you are required to do to meet environmental laws.
• We will give you information if an inspection or investigation has revealed problems with your business or domestic activities and what we plan to do following an inspection or investigation.
• We will not reveal the name or address of anyone who has made a service request/complained if they ask us not to.

What we will do

We will:

• Respond to 95% of complaints/requests for service within our target response times and keep you informed of our progress with your service request.
• Inspect ‘permitted’ processes and premises or land where licensed activities occur, record the outcome of the inspections and provide written reports.
• Discharge our functions and duties in a consistent and fair manner in accordance with our enforcement policy.
• Keep public registers of permitted processes and contaminated land in the Nottingham City area.
• Implement the Air Quality and Contaminated Land Strategies in the Nottingham City area.
• Monitor air quality in the Nottingham City area and report our findings.
• Provide a service to evaluate all planning and building regulation applications for compliance with environmental legislation and good practice, providing recommendations accordingly.  
• Assist with Land Search enquiries by providing information relating to contaminated sites.
• Advise about pollution control and environmental protection.
• Provide information, advice and leaflets on the environmental issues we are responsible for.
• Organise special advisory events from time to time as required and when resources permit.
• Investigate all complaints made about our service thoroughly and fully advise you of our findings and outcome.

Reviewed 23/03/07 RST