We have set out standards for the Service so that the most serious or immediate problems or requests are dealt with first.   You will find details of the maximum response times for the delivery of the Environmental Health Service below.   We aim to meet the following targets for our initial response:

For serious or extensive public health problems, such as major pollution incidents, serious accidents at work, food poisoning outbreaks, overflowing drains, pest control advice or complaints about stray dogs response on the same working day.

For night-time noise problems, public health complaints (such as rubbish or bad smells); response within 3 working days.

For other noise or smoke complaints, housing disrepair or less serious health and safety complaints; response within 5 working days.

For non-urgent enquiries and requests for general information; response within 10 working days.

By “response" we mean that the person who will deal with the enquiry will make their initial contact by a 'phone call, e-mail or a visit.  You will be advised what action we will take, when and by whom.    If we cannot help, you will be given an explanation of the reason for that opinion.

Although Environmental Health Officers frequently work out of normal office hours, the  District Council does not offer an out of hours call-out service;  there is no duty rota of on-call Environmental Health staff.   When the control room receives calls for dealing with emergencies and incidents that cannot wait until the following day the operative has to decide if the call warrants the intrusion into an officer’s home-life.   Some reports will be 'phoned through such as:

• Request for assistance by the on-call Public Health Medical Officer
• Notification of fatality at work that day, under health and safety legislation
• Request for assistance from a senior police officer
• Major emergency incidents (e.g. explosions, chemical leaks), in liaison with the emergency services via the Council’s Emergency Planning arrangements.

We also do work which is not the result of a complaint or enquiry.    We carry out monitoring of air pollutants and water quality. We respond to all reasonable requests for talks or presentations.    We will advise people through printed information and promotional activities.

Specific Enforcement Standards

If the service you require encompasses other Council enforcement services we will advise you which services are involved and co-ordinate our response to minimise inconvenience to you.

We will carry out enforcement duties in a fair and equitable manner and have in place mechanisms to ensure a consistent approach. Consistency is also promoted by maintaining links to regional and national networks.

If as a result of an investigation or routine inspection you are required to undertake any remedial work we will explain clearly and simply why it is necessary giving you a time scale for compliance.    Legal requirements will be distinguished from best practice advice and matters will be confirmed in writing within 10 working days.

If we have to take enforcement action against you we will ensure that it is proportionate to the risks posed so you are not put to unnecessary expense.

Before taking formal enforcement action, other than when immediate action is necessary, we will provide you with the opportunity to discuss the matter with the Head of Environmental Health Services or her nominated officer within 10 working days of receipt of the written notification so that points of difference can be resolved if possible.

In cases where immediate action is necessary we will explain the reason why at the time and confirm this in writing within 5 working days.

If you can appeal against formal action being taken we will advise you clearly how, when and where to do this at the time we issue the enforcement notice.