This tells you what standards of service you can expect from us and how to give us feedback on our performance.
Our services:
We promote the health and environment of people who live, work in or visit the District of Lewes through a wide range of activities:
- Food safety - training and inspection
- Health and safety at work inspection
- Infectious disease control
- Sampling - air, sea, water and radiation
- Air quality management and control
- Pollution Control - industrial premises, noise etc
- Contaminated land management
- Licensing and enforcement
- Private sector housing
- Newhaven Port health control
- Pest control
- Energy efficiency - grants and advice
- Health promotion and development
- Dog wardens and animal welfare
We aim to:
- Protect and enhance the health and safety of those who live, work in or visit the District
- Secure a good quality environment for local communities
- Promote improved standards of housing in the District
- Provide a comprehensive licensing service to regulate the safety, amenity and effectiveness of services to the public
Our commitment to customers
- To provide good value, efficient and effective services to all our customers
- To provide services that everyone can use and make our buildings and information as accessible as possible
- To ensure our premises are clean, comfortable, smoke-free and well signposted
- To treat everyone fairly and respect their privacy
- To be open, honest and accountable for our actions
- To consult and listen to our customers
- To strive for continuous improvement in our services and processes
General Standards
Our staff will:
- Be helpful, polite and professional when dealing with customers
- Wear name badges when dealing with customers
- Provide a private interview room if requested
- Arrange a convenient date and time for meetings or appointments
- Show an official identity badge without being asked if they need to make a home visit
- Try to deal with your enquiry or complaint straight away. If the person you need to speak to is not there, they will contact you as soon as possible
- Answer the phone within 20 seconds and return phone messages within 1 working day
- When we need to use answer phones, messages will be checked regularly
- Answer your letter, fax or email within 7 working days using plain English and avoiding jargon. If the response is likely to take longer an acknowledgement will be sent confirming when you can expect a reply
- Respond to Freedom of Information requests within 20 working days
- Apologise if we are at fault and do their best to put things right. Complaints referred to the head of service wil be dealt with within 20 working days
Our information will be:
- Clear, up to date and accurate
- Available in a range of formats and languages on request
Commercial activities
We will:
- Inspect all registered food premises in accordance national food safety standards
- Respond to complaints concerning food within 3 working days
- Respond to complaints about health and safety at work within 3 working days
- Investigate all reports of accidents at work within 3 working days or in the case of serious accidents, within 1 working day
Community health and private sector housing
We will:
- Respond to noise complaints within 3 working days
- Respond to complaints of blocked drains and sewers within 1 working day and take appropriate action
- Respond to complaints of nuisance, filthy and vermin infested premises and rubbish accumulation within 3 working days
- Respond to all requests for Disabled Facilities Grants within 3 working days. All fully completed applications, accompanied by a Social Services occupational therapist's recommendation, will be determined within 3 months of receipt
- Respond to complaints of disrepair or unfit accommodation in private rented property within 3 working days
Environmental protection and sustainable development
We will:
- Promote environmentally friendly policies and procedures across the Council and in local communities
- Respond to requests for pest control within 3 working days
- Respond to complaints about stray dogs within 6 hours during normal office hours
What do you think?
We are always looking for ways to improve our services and are keen to hear our customers' views.
Write to us or visit our offices:
Environmental Health Department
Lewes District Council
Southover House
Southover Road
Lewes BN7 1AB
We are open Monday to Thursday 8.30am to 5pm and until 4.30pm on Friday
Telephone us:
01273 484362
Minicom - 01273 484488
Out of hours emergency telephone number: 01243 533144
Pollution hotline: 01273 484340
Fax us:
01273 484451
Email us:
ehealth@lewes.gov.uk
Visit our Environmental Health web pages:
www.lewes.gov.uk/council/9891.asp
Would you like this information in another format?
This information can be made available in printed format, large print, on audio tape or disk or in another language upon request. Please contact us on 01273 484141 or email: lewesdc@lewes.gov.uk
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