Agenda item

Complaints received since the last meeting

Minutes:

A complaints summary was circulated (attached).

 

Two complaints had been received since the agenda was circulated.

 

There had been a relatively small level of complaints during the winter which was expected.

 

The summary of the number of days where multiple complaints had been received showed no particular trend.  There was one day with a significant number of complaints last year which was reported to the last meeting.

 

Complaints had been received on 69 days in 2014.  There had been continual improvements on site, and the number of complaints did not correlate with that. It was suggested that people’s expectations had perhaps become higher.  Once a complaint is received, the wind direction is checked and if it is not in the direction of the complaint, it is not attributed to the site. 

 

The number of complaints received by complainant and road were noted and each complainant is given a number, eg resident C2 in Rivermead Road has made a complaint on two occasions.

 

It was noted that vehicles are unsheeted and unloaded inside the factory and need to pass through an air lock before the lorry is inside the building.  There is no activity outside the building that creates an odour.  If there is a breakdown, material is diverted off site to prevent a build up.

 

Nigel Fitzhugh advised that having undertaken a tour of the factory, the treatment tower smell is likely to be the odour that residents smell.  He felt that there was a hidden number of people who don’t complain as they think that no action will be taken.  It was noted that a newsletter had recently been distributed asking residents to contact the author about odours and it will be interesting to see the results.

 

The Environmental Health Manager advised that in the case of the first additional complaint received, he was in the vicinity on another call at the time and was able to visit the area shortly after the complaint was received.  A clean tower odour was picked up.  He further added that they make every effort to respond to complaints in a timely manner and referred to the amount of resource needed to take a pro-active approach to monitor and predict when complaints may be received, eg weather conditions.  Each and every complaint is investigated and every endeavour is made to engage with residents.

 

A Member advised that she had phoned some residents to gauge the problem.  Those contacted advised that although odours were a problem in the past, they were not interested in becoming a residents’ representative on the Group as they felt that the problem no longer existed.

 

Reference was made to a local residual smell just outside the factory that was present on a site visit, which could be noticeable on the adjacent cycle path.  Nick Parsons thanked him for his comments, and said that it would be investigated.

 

The Portfolio Holder added that these meetings were valuable in order for councillors and residents representatives to be educated and convey these messages back to residents, as it may alleviate some of their concerns if they are more informed. Residents’ representation was important from the three wards.

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