Investigating your complaint

The Noise Service is available 24 hours a day, 7 days a week, 365 days a year.

1. When you complain

Your complaint will be acknowledged by the Noise Service.  If you have provided a mobile number and asked to be contacted, you will receive a text message within 45 minutes asking you to confirm whether the noise or nuisance is still happening.   We will then take appropriate action to contact you and investigate your complaint. Standard network rates will apply.

Customers can use the text message service to tell us if a noise or nuisance has recurred within 4 hours of when their original complaint was made.

An officer will aim to call you back within 4 days for non-noise issues such as odours and pests.    

An officer may need to visit the property to witness the noise or nuisance in person.  If an officer is unable to contact you to discuss your complaint, and visit you if required, we may be limited in what we can do to help. 

You may need to act as a witness in court, so it is useful to keep a diary of noisy incidents. This should include the type of noise, dates, times and duration, how it affects you and any correspondence relating to the problem. 

If a complaint requires a noise survey, the case is passed to a technical team who may be able to install monitoring equipment, analyse and produce a report. 

2. Enforcement

If we witness unreasonable noise we will serve an enforcement notice. If the person responsible allows it to continue, we will consider taking them to court where they may be fined.  

We may also apply for a Warrant of Entry which allows officers to seize noise-making equipment.

We work with other teams and our partners to ensure that a joined up approach is considered.  

3. Taking your own action

If we are unable to resolve the problem then you may want to take action yourself.

Our factsheet (PDF, 264KB) gives guidance on how to prepare your case and the step-by-step process. 

Download the letter template

Download the diary sheet template

Last updated: 14 May 2019