Pollution Control and Public Health - Service
Standards
Pollution Control and Public Health helps the council meet its
corporate priority of protecting the environment. This information
explains how we respond to your calls/applications/enquiries
regarding public health and air, water or land pollution issues. It
describes what services we can offer and what standards you can
expect from us.
What we do
- Pollution Control and Public Health are two parts of the
Environmental Protection Section within the Environmental Services
Division. We deal with approximately 1,500 complaints each year.
The most common pollution complaints involve noise, smoke, odour,
refuse and drainage.
- We are also consulted regarding planning applications, waste
management issues and premises licences.
- We issue permits to certain industrial processes.
- Pollution Control also deals with contaminated land and air
quality.
- The service is aimed at all residents of West Lancashire who
are experiencing problems or would like advice concerning all
aspects of air, water or land pollution, and public health
issues.
- We have two Street Scene Officers working to reduce littering
and fly-tipping across the District.
- We will provide as much advice concerning blocked drains/sewers
as possible. However, if problems persist, we will use our powers
to require clearance, repairs etc.
- We make arrangements for the burial or cremation of a deceased
person for whom no one else is willing to pay.
- We are involved in any exhumations that may be necessary.
- The service also monitors air quality, radiation, swimming
pools and other leisure waters.
Fees and payment
There are no fees for advice or assistance with complaints from
Pollution Control and Public Health staff. Processes issued with
authorisations or permits pay an application fee and an annual
subsistence fee.
Our service promise
- When you contact us about a pollution or public health issue, a
Customer Contact Advisor will answer your initial query and/or
arrange for a member of the Environmental Protection 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 Environmental Protection Team.
- We will aim to respond to you within 3 days, or within 1 day
where your complaint concerns a blocked drain, and will provide
information concerning our procedures and how we will deal with
your complaint. Please note this response will 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 3 days,
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 occurring during office hours.
- 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.
How you can help us
- Please ensure that when you contact us, you have the address of
the location or people you are complaining about.
- Please make sure that you are home for an appointment with one
of the officers. If you are unable to meet us, contact us as soon
as possible to arrange an alternative appointment.
- If you are querying a fixed penalty notice this should be done
in writing.
- We are happy to assist all our customers with special needs.
Please mention this to our staff when you contact the council.
Our general standards
We have a number of general standards, which apply to all services
across West Lancashire District Council. You may find these useful
to note:
- We aim to answer letters and emails within 10 working
days.
- If you request a fuller reply, or the matter requires detailed
investigation, we will send you an acknowledgment within 10 days,
which will set out what action is being taken and when you are
likely to receive a detailed response.
- We aim to answer your phone calls within 10 seconds.
- You can make an appointment to see a manager or speak to staff
in confidence. If the matter concerns ongoing legal proceedings, a
tape recorded interview will take place in accordance with The
Police and Criminal Evidence Act 1984.
- At all times our staff will show courtesy, respect and
sensitivity.
- To view our general standards see the link below.
Give us your feedback
We want to provide services that delight our customers and which
are second to none. We monitor the standards we set but also value
feedback from our customers and residents on how we can further
improve services. If you have any comments, compliments or
complaints, there is a form on which you can make any suggestions.
These are available by downloading a copy from our website or by
visiting our main offices. Alternatively you can call Customer
Services and one of our advisers will complete a form with you over
the phone.
If you do make a complaint about our services, please note that we
have a formal process for dealing with these. These should
initially be addressed to the service manager whose details are
given below. Our promise to you is that any complaint will be
answered within 10 working days.
Contacting us
Click: Environmental Health
Email: a.hill@westlancsdc.gov.uk
Call: 01695 577177 or 01695 585243
Come in: 52 Derby Street, Ormskirk or the CSP at the Concourse,
Skelmersdale
Our offices are open from 9.00am to 5.00pm Monday to Thursday, and
9.00am to 4.45pm on Friday.
Our Customer Contact Centre is open from 8.30am to 5.30pm Monday to
Friday for telephone calls.
We can provide this information upon request on audiotape, in large
print, in Braille and in other languages.