If you are affected by unreasonable noise, you should telephone the Street Management & Public Protection Department’s Customer Services Team
Tel: 020 8583 5555.
They will take your details and put them onto our database. Your complaint will then be allocated to a case Officer who will be responsible for investigating your problem.
Procedure
We aim to contact at least 90% of complainants within 3 working days by letter, telephone or by visiting your property.
Your complaint is dealt with in complete confidence but in some cases it may be obvious to the person you are complaining about who has made the complaint.
When you make a complaint you will be sent a Noise Information Pack. This will include information on noise and how we deal with it and a log sheet for you to begin recording details of the noise problem. It is very important that you fill out this form accurately as it will show to your case Officer the extent of the problem and it will help them to decide whether you are suffering a nuisance from the noise. This is judged on a number of factors including how often the noise occurs, how long the noise lasts, the time of day or night it occurs, how the noise disturbs you and where it is coming from. This information will be particularly important if formal or legal action has to be taken to resolve the noise problem.
When your case Officer contacts you s/he will take details of your case and where possible a letter will be sent to the person making the alleged noise, to let them know that their behaviour and/or equipment has caused a complaint to be made. Often this informal approach is enough to resolve the problem, as many people are unaware of the nuisance they are causing and are happy to mend their ways.
In some cases the Officer will decide to wait for the return of your log sheet before taking any further action. If your log sheets have not been returned within 6 weeks it will be assumed that the problem was either temporary or that a letter has resolved the situation and your case will be closed.
Once your log sheets have been returned the Officer will assess your complaint from the information you have provided. If it is felt that a nuisance exists you will be contacted to discuss the possible options for further action. It is important that you co-operate fully with your case Officer and help him/her to solve the noise problem.
It is important that, if at all possible, your case Officer witnesses the nuisance. At any time during the investigation you can call your case Officer during office hours when the nuisance is happening to see if the Officer is available to come out to witness it. However, please remember that each Officer has a large number of cases and other commitments that will mean that the Officer is not always available.
Contact us
You can contact us using the details below:
Pollution Control Team
Street Management & Public Protection Department
Civic Centre
Lampton Road
Hounslow
TW3 4DN
Fax: 020 8583 5350
Tel: 020 8583 5555
E-mail: pollution@hounslow.gov.uk