SERVICE STANDARDS

Environmental Health & Licensing Service

Environmental Protection and Private Sector Housing Team

The service is aimed at all residents of North Dorset who are experiencing problems or would like advice concerning public health issues, including all aspects of air, water, noise or land pollution and private sector housing issues.

1. The most common complaints we receive involve noise, smoke and odour, refuse, drainage and housing conditions, although there are many others.
2. We are also consulted regarding planning applications, waste management issues and liquor/premises licenses.
3. Pollution Control also deals with contaminated land and air quality.
4. We are also involved in any exhumation that may be necessary.

Please ensure that when you contact us, you have details of the address of the location or people you are complaining about.

General Standards

We aim to achieve the highest standards, but there may be occasions where delays might be experienced.  If there are any possible delays, you will be advised by the appropriate officer.

When you contact us about a pollution, public health or housing conditions issue, a customer contact officer will endeavour to answer your initial query and/or arrange for a member of the Environmental Protection & Private Sector Housing Team to contact you.  Alternatively, if your query requires a more detailed or more urgent answer, you may be put directly through to a member of the Team.

We aim to respond to you within 3 working days, or within 1 day where your complaint concerns a more urgent matter, and will provide information concerning our procedures and how we will deal with your complaint.  Please note this response will usually either be a phone call to you and /or we will generate a letter to you, which will provide details of the officer dealing with your complaint. 

Whilst our initial response to you will be made within three days, (one day for urgent matters) if we are already dealing with your complaint and need to witness an on-going problem, we will respond as soon as possible to a complaint which is received during office hours.

We will always endeavour to keep appointments made with you.  Please make sure that you are home for any appointments made with officers. 

If you are unable to keep an appointment please contact us as soon as possible to arrange an alternative appointment.

Pest Control

Pest control is part of the Environmental Protection & Private Sector Housing Service and is provided by a private company under contract to the Council.  Under the terms of the contract the company will:

• Provide free telephone advice regarding insect and rodent pest control
• Provide treatment for a range of pests (rats, mice, fleas, wasps, cockroaches and bedbugs) in domestic properties for a fixed fee.
• Provide a free insect identification service.

Pest control is a chargeable service, with payment required before treatment commences.  Please contact us for a list of charges.

When you contact us by telephone, you will be transferred to the Company's call centre who will arrange an appointment for a Pest Control technician to visit.  You may contact the Contractor direct on 0845 130 3263.

They will aim to visit your property within 3 working days.  Appointments are arranged for either a morning (0830-1300) or afternoon (1300-1730) visit on weekdays.  Visits can be arranged for Saturday mornings (0900-1300) but this is subject to a premium rate charge.

Work will be carried out by trained operatives who provide all equipment and materials and with minimum disruption to your home.  They will also, where practical, dispose of any pests found at your property, but do not revisit just to remove pests once the treatment is complete.  Wasp nests will be treated but not removed.

General Standards

We aim to achieve the highest standards, but there may be occasions where delays will be experienced.  This is because some pests, such as wasps, are seasonal and there is a heavy demand for the service during certain times.  If there are any possible delays, you will be advised at the time you appointment is arranged.

Please ensure that when you contact us, you have as many details about your pest problem as possible to hand.

Please make sure that you are home for the appointment, you may be charged for missed appointments.  If you are unable to be there, contact the company as soon as possible to arrange an alternative appointment.  If for some reason the contractor is unable to keep an appointment, you will be notified as soon as possible and a further appointment will be made.

When the contractor visits, they provide important information about the particular pest problem and safety precautions.  Please follow this advice to ensure that the treatment is as effective and safe as possible.

If you are eligible for a concessionary rate, you need to show proof of your benefit claim to our staff.  Have this information eg benefit book, bank statement or formal letter ready at hand.  Please remember that you must pay the charge before work commences.

There are different treatment options depending on the pest.  Some treatments will be take longer to work than others.  You will be advised on this.

The aim is to successfully treat all insect complaints in one visit.  There may be some occasions where the treatment has been unsuccessful.  The contractor will come back free of charge as long as they are notified within 3 weeks of the initial visit.

A number of revisits are conducted throughout a rodent treatment to ensure that it has been successful.  The aim is to control all rodent infestations within 60 days.  If neighbouring properties may be involved, the occupier will be contacted to discuss the matter.

Any infestation which represents a public health hazard (eg rat infestation which is not adequately addressed by the landowner) may be subject to enforcement action by the Council if this problem is not adequately addressed by the landowner.

Dog Warden Service

When you contact us by telephone, your query will be answered by one of our Customer Contact Team, who may arrange for another officer to contact you to discuss your situation in detail.  Please ensure that when you contact us, you have as many details about your problem as possible (any available and relevant names, addresses, dates, times etc) this will help us to give you the best advice on the problem.

For general enquiries we will aim to respond to you within 3 working days, investigations usually commence within 24 hours; emergency matters within 4 hours.  Please note that this response will either be a phone call and/or a letter to you, which will provide details of the officer dealing with your complaint

We investigate complaints where the temperament of a dog may be in question, and when appropriate can take action to deal with this.

We operate a successful schools education programme, which aims to teach children to be responsible dog owners, with the help of Dermutt – the mascot of North Dorset’s Dog Warden Service.

General Standards

The Dog Warden undertakes patrols for stray dogs and dog fouling across the District.  These are based on a regime which ensures that all areas of the District are patrolled throughout the year.  As a result, it is not always possible for the Dog Warden to attend immediately following your call, although they aim to attend within 2½ hours.

The kennels used to hold stray dogs are independent of the Council and are only open for restricted hours. As a result the Dog Warden can only collect stray dogs for limited periods of the day, and usually not after 4.00pm on Mon-Fri.  You will be advised if the Dog Warden is able to respond to  collect  a stray dog.

The Dog Wardens undertake regular patrols to identify persons who allow their dog to foul in a designated public place, and do not clean up after their pet.  Those found are given a fixed penalty of £50.00 - anyone who fails to pay will be taken to the Magistrates Court.

Routine patrols are undertaken to identify and capture stray dogs.  Any found are taken to appointed kennels, where they are cared for until they can be reunited with their owners.  A fee is charged for the return of the dog.

Food, Safety and Licensing Team

Our service promise

When you contact us about food safety, health & safety and licensing matters, your query will either be passed direct to the appropriate officer or if unavailable a message will be taken for them to contact you.

We encourage anyone setting up a new business venture to contact us so that guidance can be provided on compliance with applicable legislation dealt with by this service. If another authority deals with the matter in question we will try to advise you on whom you should contact.

We will then discuss your needs/enquiries in detail and if necessary arrange a convenient date for an officer to make a personal visit or for you to attend an appointment at this office.

We will aim to respond where possible to complaints within 3 working days and to respond to requests for advice within 10 working days. We will respond to notifications of serious incidents and dangerous situations within 1 working day. Routine inspection reports will usually be sent within 15 days unless of a complex nature when additional work including research may be required.

The issue of licences and approvals will occur once all the relevant checks have been carried out. Guidance will be provided on the information needed to process applications and we will provide an update on progress if needed. The latter will usually be by way of informal telephone discussion.

The Licensing Act 2003 sets time periods for the processing of a premises licence for the supply of alcohol and provision of regulated entertainment and a personal licence which are 2 months and 3 months respectively.

We aim to achieve the highest standards, but there may be occasions, because of an emergency, where delays will be experienced in the response to complaints and enquiries. If there are delays, you will be advised by one of the above-mentioned officers as far as this is possible.