0:00:02 > 0:00:05All over the UK, millions of people just like you
0:00:05 > 0:00:09and me are being driven up the wall by anti-social nuisance noise.
0:00:09 > 0:00:11SIREN BLEEPS
0:00:11 > 0:00:14It's the worst thing anyone can go through. Definitely.
0:00:14 > 0:00:17It's just something that just goes on and on and on.
0:00:17 > 0:00:19Persistent parties...
0:00:21 > 0:00:23..aggravating alarms...
0:00:24 > 0:00:27..and banging builders.
0:00:28 > 0:00:32They're keeping us awake, disturbing our peace and quiet
0:00:32 > 0:00:33and driving us to despair.
0:00:33 > 0:00:37It really is stressful and irritating.
0:00:37 > 0:00:39It's just a nightmare.
0:00:39 > 0:00:41But the fight back is on.
0:00:41 > 0:00:44You need to come down, we've had complaints about the noise.
0:00:44 > 0:00:47Across the country, dedicated enforcement teams
0:00:47 > 0:00:51are getting to grips with nuisance noise, 24/7.
0:00:51 > 0:00:55The lady out the back, it's worse than ever.
0:00:55 > 0:00:56Peace and quiet at last.
0:00:56 > 0:01:00Enough is enough. It's time to put an end to nuisance noise.
0:01:01 > 0:01:03LOUD MUSIC
0:01:03 > 0:01:04Come to the door.
0:01:05 > 0:01:09It's time to meet the no-nonsense Noise Squad.
0:01:21 > 0:01:25Coming up today on Noise Squad - concerned for their personal safety,
0:01:25 > 0:01:31Noise Officers call in the police to help deal with some rowdy revellers.
0:01:31 > 0:01:34We've driven past it and had a look at the number of people inside
0:01:34 > 0:01:39and how they're behaving, so for the sake of our own safety,
0:01:39 > 0:01:43we're looking at maybe approaching them with a police escort.
0:01:43 > 0:01:48A barking dog is driving local residents barking mad.
0:01:48 > 0:01:50DOG BARKS
0:01:50 > 0:01:54I just feel very cross and angry and upset at the moment.
0:01:54 > 0:01:58And there's frustration on the menu for the neighbours of a restaurant
0:01:58 > 0:02:02whose faulty extractor fan is ruining their lives.
0:02:04 > 0:02:07You can avert your eyes from things
0:02:07 > 0:02:08but you can't shut your ears off.
0:02:08 > 0:02:12You know, you can't go around with ear plugs.
0:02:14 > 0:02:18It's Friday evening in Westminster, in the heart of London.
0:02:18 > 0:02:22Thousands of people are heading out to enjoy the start of the weekend.
0:02:24 > 0:02:28Weekends can be the busiest time of the week for the Noise Squad
0:02:28 > 0:02:30and with six years' experience on the team,
0:02:30 > 0:02:33Steve Pennington's seen it all.
0:02:33 > 0:02:36He knows all the potential problems
0:02:36 > 0:02:39and the capital's streets like the back of his hand.
0:02:39 > 0:02:42Oh, I know where that is. Oh, hello!
0:02:45 > 0:02:46Steve is part of the biggest
0:02:46 > 0:02:49and busiest Noise Enforcement team in the country.
0:02:49 > 0:02:54Last year, he and his colleagues dealt with over 18,000 complaints.
0:02:54 > 0:02:57He knows that dealing with anti-social nuisance noise
0:02:57 > 0:02:59is an extremely important job.
0:03:00 > 0:03:04There's a lot of people that need this service.
0:03:04 > 0:03:06I mean, they really do need it.
0:03:06 > 0:03:08If they didn't have this service they could be...
0:03:08 > 0:03:11It's not an emergency service,
0:03:11 > 0:03:17but as far as the social aspect goes,
0:03:17 > 0:03:21we're not dealing with a small proportion of the population
0:03:21 > 0:03:23that are vulnerable.
0:03:23 > 0:03:28It's... Everybody's vulnerable as far as we're concerned.
0:03:28 > 0:03:30It's the start of Steve's shift
0:03:30 > 0:03:35and he's on his way to deal with a complaint that's been called in.
0:03:35 > 0:03:38I'm going up to...not far from Queensway, to a burger bar,
0:03:38 > 0:03:41with a loud air conditioning unit, allegedly.
0:03:41 > 0:03:45Now, a noisy air conditioning unit might not sound like
0:03:45 > 0:03:49the most serious problem in the world,
0:03:49 > 0:03:51but imagine living next door to something like this.
0:03:51 > 0:03:54LOUD WHIRRING
0:03:58 > 0:04:02Not surprisingly for those that have to live near them,
0:04:02 > 0:04:04faulty extractor fans and air conditioning units
0:04:04 > 0:04:06are a recipe for misery
0:04:06 > 0:04:10and with thousands of restaurants all over Westminster,
0:04:10 > 0:04:13they're a bigger problem than you might think for Steve and his colleagues.
0:04:13 > 0:04:17We get our fair share, yeah. Not every day,
0:04:17 > 0:04:20but a couple of times a week.
0:04:20 > 0:04:23More so in the summer.
0:04:23 > 0:04:27In order to take action, enforcement officers have to witness
0:04:27 > 0:04:31nuisance noise first hand and this cheesed-off resident is keen
0:04:31 > 0:04:35to point out the horrendous hum at the bottom of her garden.
0:04:37 > 0:04:38That's the noise, you see.
0:04:38 > 0:04:42WHIRRING
0:04:48 > 0:04:51That tree's in full leaf, that lime tree, you can't actually see,
0:04:51 > 0:04:56from where I'm standing, the actual extractor fan.
0:04:56 > 0:04:59They've enclosed it in a sort of brick casing,
0:04:59 > 0:05:01but it doesn't make any difference to the noise.
0:05:01 > 0:05:04This homeowner is in a real pickle.
0:05:04 > 0:05:08The burger bar that she claims is responsible for the noisy extractor fan
0:05:08 > 0:05:11backs onto her garden and she's had enough.
0:05:13 > 0:05:18How're you supposed to enjoy...? Is this Saturday and Sunday afternoons as well?
0:05:18 > 0:05:19- It's all the time.- All the time.
0:05:19 > 0:05:21You see, you can see that brick thing.
0:05:21 > 0:05:25- Oh, it's inside this brick thing here.- Yeah.
0:05:25 > 0:05:28- Is it all right to walk along here? - Yes, all right.
0:05:28 > 0:05:30WHIRRING
0:05:33 > 0:05:35Oh, I see, this silver thing here.
0:05:35 > 0:05:37There's no doubt this fan is noisy,
0:05:37 > 0:05:41but Steve wants to know if it's smelly, too.
0:05:41 > 0:05:43Do you get odour from it as well? Sometimes?
0:05:43 > 0:05:46Funnily enough, not as much as you might think.
0:05:46 > 0:05:49Occasionally you think, "Oh, God."
0:05:49 > 0:05:54At a time of life when their homes should be a haven of calm and tranquillity,
0:05:54 > 0:05:59all of the neighbours are having their peace and quiet disturbed.
0:05:59 > 0:06:01My neighbour here's in her late eighties.
0:06:01 > 0:06:05The ones the other side are getting on for 70s and 80s, you see,
0:06:05 > 0:06:08- and you know, we're at home a lot. - Yes, absolutely.
0:06:08 > 0:06:10So, as soon as you come out,
0:06:10 > 0:06:13even if you open the window like that, we hear this blooming thing.
0:06:13 > 0:06:16And the bedrooms as well?
0:06:16 > 0:06:20That bedroom up there, you know, in the warmer weather,
0:06:20 > 0:06:22you open the windows and this noise just comes in.
0:06:22 > 0:06:25You know, you can avert your eyes from things,
0:06:25 > 0:06:27but you can't shut your ears off. You know,
0:06:27 > 0:06:30you can't go around with ear plugs all day.
0:06:30 > 0:06:33I don't want to be somebody who complains the whole time.
0:06:33 > 0:06:38I think we've justification here. We'll pay them a visit now, OK?
0:06:38 > 0:06:42It's very nice of you to come round.
0:06:42 > 0:06:44Last year, the council's Noise Squad
0:06:44 > 0:06:49dealt with 3,000 complaints about commercial premises.
0:06:49 > 0:06:54Different councils approach nuisance noise in slightly different ways.
0:06:54 > 0:06:57Here in Westminster, if Steve and his colleagues think
0:06:57 > 0:06:59a commercial premises is making a nuisance,
0:06:59 > 0:07:03they can hand out a verbal warning or give them a written notice.
0:07:03 > 0:07:06If the business ignores the written notice
0:07:06 > 0:07:08and doesn't stop the nuisance noise,
0:07:08 > 0:07:12they can be given a court summons, prosecuted and face a potential fine,
0:07:12 > 0:07:17ranging from a few hundred pounds up to £20,000.
0:07:17 > 0:07:20It's time to grill the restaurant
0:07:20 > 0:07:23and find out why the extractor fan is so noisy.
0:07:25 > 0:07:29- Hello, there. Steve Pennington, I work for Environmental Health.- OK.
0:07:29 > 0:07:32- We're dealing with a noise complaint. - OK.
0:07:32 > 0:07:34- There's some people that live at the back.- OK.
0:07:36 > 0:07:39Steve lets the burger bar know that their neighbours have had
0:07:39 > 0:07:42their fill of the noisy extractor fan.
0:07:42 > 0:07:46There's a noise that sounds like a helicopter's landing
0:07:46 > 0:07:47in their back gardens.
0:07:49 > 0:07:5215 minutes later, Steve leaves with an update.
0:07:52 > 0:07:56They knew all about the problem, they've already had engineers in
0:07:56 > 0:07:59and they've done some noise monitoring, and it's in hand.
0:07:59 > 0:08:01So, I'm going to chase that up on Monday morning.
0:08:01 > 0:08:04Obviously, now it's getting on for six o'clock on a Friday,
0:08:04 > 0:08:06so I'll speak to them Monday morning
0:08:06 > 0:08:09and just find out what progress they've made.
0:08:10 > 0:08:12It seems like good news.
0:08:12 > 0:08:14The management of the burger bar
0:08:14 > 0:08:17know that they've got a problem with their extractor fan
0:08:17 > 0:08:20and they're trying to do something about it.
0:08:20 > 0:08:24Sounds promising, but is this the end of the case for the Noise Squad?
0:08:25 > 0:08:29A week after Steve's visit to the burger bar,
0:08:29 > 0:08:32we'll be with his colleague George as he's called out
0:08:32 > 0:08:35to the same area to track down a mysterious humming noise.
0:08:35 > 0:08:37There's a building, I don't know what,
0:08:37 > 0:08:39there seems to be something on the roof,
0:08:39 > 0:08:42some sort of air moving equipment. You can hear a drone.
0:08:42 > 0:08:46Is it coming from the same burger bar?
0:08:46 > 0:08:49It's hard to get a view of where the noise might be coming from.
0:08:57 > 0:08:59It's Friday night in York,
0:08:59 > 0:09:01one of the busiest times of the week
0:09:01 > 0:09:03for the city's Noise Enforcement Officers.
0:09:03 > 0:09:07We've got another party we've got to deal with at the moment
0:09:07 > 0:09:08and then you're next on the list.
0:09:08 > 0:09:12Ian Gray's worked for the Council's Noise Squad for five years
0:09:12 > 0:09:16and tonight the calls are coming in and the complaints are mounting up.
0:09:16 > 0:09:20I'll give you a quick call back just to confirm we've finished
0:09:20 > 0:09:24and we're on our way, then you'll know when to expect us, all right?
0:09:24 > 0:09:27Ian is always cool, calm and collected.
0:09:27 > 0:09:31If you're going to have loud music, you have to have the doors closed
0:09:31 > 0:09:33and the windows closed.
0:09:33 > 0:09:36And takes an even-handed approach to all his cases.
0:09:36 > 0:09:38We always have to be impartial,
0:09:38 > 0:09:41but of course if somebody is suffering from nuisance,
0:09:41 > 0:09:43then yeah, we have to be sympathetic.
0:09:43 > 0:09:46Tonight, Ian's heading out to see a taxi driver
0:09:46 > 0:09:51who says she's been driven round the bend by noisy neighbours.
0:09:51 > 0:09:55Got a complaint in a block of flats, it's an ongoing complaint.
0:09:55 > 0:09:59Complaint about noise, shouting, banging,
0:09:59 > 0:10:05it's a council property so it's just a case of going round to the complainant,
0:10:05 > 0:10:09having a listen, see if we can witness some nuisance being caused.
0:10:09 > 0:10:13This is an on-going case for the council's Noise Squad
0:10:13 > 0:10:17and tonight Ian's here to take a statement from Sue.
0:10:17 > 0:10:20What sort of time did the noise start?
0:10:20 > 0:10:22Four o'clock this morning.
0:10:22 > 0:10:24Four this morning.
0:10:24 > 0:10:29Oh, big party, karaoke - I heard every word,
0:10:29 > 0:10:32went off at seven o'clock this morning,
0:10:32 > 0:10:35they must have fallen asleep.
0:10:35 > 0:10:38Come home at six and they've all just been arriving all night.
0:10:38 > 0:10:41It's just kicking off. They've just been out for more booze.
0:10:41 > 0:10:44Once we've been able to witness what we believe is a statutory nuisance,
0:10:44 > 0:10:48we can then go ahead and serve a noise abatement notice on them,
0:10:48 > 0:10:51that's obviously the best way of us progressing things from here.
0:10:51 > 0:10:54So, we'll have a listen for a while, see what we think,
0:10:54 > 0:10:55and hopefully by the end of...
0:10:55 > 0:10:57Might not be here any more.
0:10:57 > 0:11:00How many times a week are you getting problems?
0:11:00 > 0:11:03Every weekend and two or three nights a week.
0:11:05 > 0:11:07Sue is so fed up
0:11:07 > 0:11:11she's resorted to carrying out her own sound surveillance.
0:11:11 > 0:11:17In order to take action, Ian has to witness nuisance noise first hand.
0:11:17 > 0:11:21If he thinks the noise is too loud, he can serve an abatement notice.
0:11:22 > 0:11:28This is a legal notice that means noisy neighbours have to shut up or pay up,
0:11:28 > 0:11:32because if they ignore it, and continue to make nuisance noise,
0:11:32 > 0:11:34they could be taken to the Magistrate's Court
0:11:34 > 0:11:36where they could get a Criminal Record
0:11:36 > 0:11:39and a fine of up to £5,000.
0:11:41 > 0:11:44Sue has reached the end of her tether.
0:11:44 > 0:11:46Four o'clock this morning, it's unbelievable.
0:11:46 > 0:11:50They have their stereo on full blast and they're doing karaoke...
0:11:50 > 0:11:53absolutely full-blast at four o'clock this morning.
0:11:53 > 0:11:55To be quite honest, I want to move.
0:11:55 > 0:11:57I don't want to stay here.
0:11:57 > 0:12:01She's obviously upset, but in order for Ian to take action,
0:12:01 > 0:12:04he needs to witness nuisance noise first hand.
0:12:04 > 0:12:07We'll certainly do the best to get the evidence that we can do.
0:12:07 > 0:12:09Once we've got the evidence, we will act upon it.
0:12:11 > 0:12:13After monitoring the noise,
0:12:13 > 0:12:17Ian decides that tonight it isn't loud enough for him to take formal action,
0:12:17 > 0:12:22but he and his colleagues will continue to monitor the case.
0:12:22 > 0:12:26Whilst we were there, the level of noise wasn't really enough
0:12:26 > 0:12:29to be what we call a statutory nuisance.
0:12:29 > 0:12:32You could tell there was a bit of shouting, a bit of slamming,
0:12:32 > 0:12:36obviously there'd been the makings of a party up there,
0:12:36 > 0:12:39but as I say, not enough to be a nuisance at the moment.
0:12:39 > 0:12:42He might not be taking action tonight,
0:12:42 > 0:12:47but Ian and his colleagues will keep an eye on the situation here.
0:12:50 > 0:12:53His next job is in a suburban part of town,
0:12:53 > 0:12:58where a whole neighbourhood is being kept awake by a howling house alarm.
0:12:58 > 0:13:03HIGH PITCHED BLEEPING
0:13:03 > 0:13:06One of Ian's colleagues on the Noise Squad
0:13:06 > 0:13:10visited the street earlier in the day and served a warning notice.
0:13:13 > 0:13:16This meant the owners had to silence this screeching siren,
0:13:16 > 0:13:18but it looks as though no-one is at home,
0:13:18 > 0:13:21because Ian has been called back.
0:13:21 > 0:13:25Now he's going to put an end to this racket.
0:13:25 > 0:13:29They've said they've not been able to get any sleep for the last few nights,
0:13:29 > 0:13:32so, hopefully by the time we've got it disconnected,
0:13:32 > 0:13:35there should be peace and quiet for them again.
0:13:35 > 0:13:39That's good news for the neighbours and the neighbourhood watchdog,
0:13:39 > 0:13:43who's checking out the noise that's driving everyone barking mad.
0:13:45 > 0:13:47Having done things by the book,
0:13:47 > 0:13:50Ian's called in an electrician to disconnect the alarm.
0:13:50 > 0:13:53HIGH PITCHED BLEEPING
0:13:53 > 0:13:55STOPS
0:13:56 > 0:13:58Peace and quiet at last.
0:13:58 > 0:14:01I'm sure that's a big improvement for everybody.
0:14:01 > 0:14:05They'll be able to get some sleep around here, anyway.
0:14:05 > 0:14:09Because the Noise Squad have had to deal with this aggravating alarm,
0:14:09 > 0:14:12the homeowner will have to pay for their time
0:14:12 > 0:14:14and that of the electrician.
0:14:14 > 0:14:16It'll cost them just short of £200.
0:14:16 > 0:14:18All that could have been avoided
0:14:18 > 0:14:22if they left the key with someone they trusted
0:14:22 > 0:14:25and registered those details on the council's key-holder database.
0:14:25 > 0:14:28The electrician did a nice, quick job on it.
0:14:28 > 0:14:29If you've got an alarm
0:14:29 > 0:14:33and want to make sure you don't have to worry about coming home from holiday to a hefty bill,
0:14:33 > 0:14:37check with your council to see how to register your details.
0:14:37 > 0:14:39- Many thanks for that.- No worries.
0:14:39 > 0:14:42With the alarm off, it's case closed.
0:14:46 > 0:14:49It's not the end of Ian's busy nightshift, though.
0:14:49 > 0:14:51We'll be with him as he's called to try
0:14:51 > 0:14:53and mute a mutt that's keeping its neighbours awake.
0:14:53 > 0:14:56DOG BARKS
0:14:56 > 0:15:00I just feel very cross and angry and upset at the moment.
0:15:00 > 0:15:05And he has to deal with a boisterous birthday party.
0:15:05 > 0:15:06You can't tell them to shut up.
0:15:13 > 0:15:17In Westminster, Noise Enforcement Officer Steve Pennington
0:15:17 > 0:15:20was called to deal with a burger bar's faulty extractor fan
0:15:20 > 0:15:24that had left local residents cheesed off with the noise it was making.
0:15:24 > 0:15:27LOUD WHIRRING
0:15:29 > 0:15:33A week after Steve's visit to the burger bar,
0:15:33 > 0:15:36his colleague George has been called out to the same area
0:15:36 > 0:15:38to investigate a mystery humming sound.
0:15:41 > 0:15:45George has worked for the Westminster Noise Squad for three years
0:15:45 > 0:15:47and is in no doubt about how important
0:15:47 > 0:15:49the service they provide can be.
0:15:49 > 0:15:53Yeah, I mean, to some people, we are a bit of a lifeline, without doubt.
0:15:53 > 0:15:55Unfortunately for George,
0:15:55 > 0:15:58the man who called in to complain about the humming sound
0:15:58 > 0:16:02couldn't pinpoint exactly where it was coming from.
0:16:02 > 0:16:03It could be anything.
0:16:03 > 0:16:06It could be somebody with a really loud fridge,
0:16:06 > 0:16:07or it could be from a lift motor,
0:16:07 > 0:16:10all he knows is it affects his bedroom.
0:16:10 > 0:16:12He knows it's somewhere in the location,
0:16:12 > 0:16:16but he's not quite sure where.
0:16:16 > 0:16:21George arrives at the man's home just after 8.30pm.
0:16:23 > 0:16:25You can hear it from here.
0:16:26 > 0:16:30I can, yeah. It's coming in from outside, isn't it?
0:16:33 > 0:16:36Sounds like an air conditioning unit.
0:16:36 > 0:16:38WHIRRING
0:16:38 > 0:16:42Sounds like an air conditioning unit probably gone wrong.
0:16:42 > 0:16:45Yesterday it was like, from 4.00 until 9.00.
0:16:45 > 0:16:48Sometimes it goes down a bit, but it doesn't go away completely.
0:16:48 > 0:16:50Although George can hear the hum,
0:16:50 > 0:16:54spotting where it's coming from isn't quite so easy.
0:16:54 > 0:16:56You've never heard it like that before?
0:16:56 > 0:16:58There's a building, I don't know what it is,
0:16:58 > 0:17:02there's something on the roof, some sort of air moving equipment.
0:17:02 > 0:17:04You can hear a drone.
0:17:04 > 0:17:06Right, well, if we find out what that building is...
0:17:06 > 0:17:10In order to take action against nuisance noisemakers,
0:17:10 > 0:17:14Enforcement Officers have to witness the noise first hand.
0:17:14 > 0:17:17If George thinks there's a problem, he can serve a written notice
0:17:17 > 0:17:22that means the business will have a legal obligation to quieten down.
0:17:22 > 0:17:25At the moment, he's not sure where the noise is coming from,
0:17:25 > 0:17:29but the complainant is very sure he is fed up with hearing it.
0:17:29 > 0:17:32I've only had it for a couple of days, yesterday was very bad.
0:17:32 > 0:17:34It was from 4.00 to 9.00.
0:17:34 > 0:17:37You try and ignore it, but after a while,
0:17:37 > 0:17:39it's just like a humming in the background
0:17:39 > 0:17:42and you only realise when it stops, you know,
0:17:42 > 0:17:45you feel like, "Oh, it's really... It's gone", you know?
0:17:45 > 0:17:48George thinks the humming would keep people awake at night,
0:17:48 > 0:17:52so he decides to try and find the source of the noise
0:17:52 > 0:17:54and have a word with the owner.
0:17:54 > 0:17:56That could be easier said than done.
0:17:56 > 0:17:59There's a building behind this parade of shops, I'm not sure what it is.
0:17:59 > 0:18:03There is a gate here, but it's locked.
0:18:09 > 0:18:12This is an organic supermarket.
0:18:12 > 0:18:15It's quite a large premises, goes back some way,
0:18:15 > 0:18:18but I'm pretty certain that's where the noise is coming from.
0:18:18 > 0:18:21Round the back of the premises George can hear the hum,
0:18:21 > 0:18:25but he still can't get a clear look at where it's coming from.
0:18:25 > 0:18:27Just trying to trace the source of the noise.
0:18:27 > 0:18:29Can clearly hear it,
0:18:29 > 0:18:33but it's difficult to get a view of where the noise is coming from.
0:18:33 > 0:18:35The best way would be to get up onto the roof,
0:18:35 > 0:18:37but they haven't got any access.
0:18:37 > 0:18:41The supermarket proves to be a red herring,
0:18:41 > 0:18:44but Westminster's answer to Colombo is a man on a mission.
0:18:44 > 0:18:47I'm still not convinced whether it's this store here,
0:18:47 > 0:18:49or one of the premises to the side.
0:18:49 > 0:18:52So I'm just going to have a quick look along
0:18:52 > 0:18:54and see what else is here that could be a suspect.
0:18:58 > 0:19:01I'm from the Noise Team, Westminster City Council.
0:19:01 > 0:19:04Someone's complained about noisy air conditioning equipment.
0:19:04 > 0:19:08Do you have a rear door? All right, sorry to trouble you.
0:19:08 > 0:19:11George's investigations have led him to the burger restaurant
0:19:11 > 0:19:14that his colleague Steve visited last week.
0:19:14 > 0:19:15Is this the culprit?
0:19:16 > 0:19:19Is the noisy extractor fan that was disturbing a neighbour
0:19:19 > 0:19:22to blame for the mysterious hum?
0:19:22 > 0:19:25I'm trying to find a noise that's been complained of,
0:19:25 > 0:19:27some air conditioning or ventilation equipment.
0:19:27 > 0:19:29By George, he's cracked it!
0:19:30 > 0:19:32As he heads into the kitchen,
0:19:32 > 0:19:37our super-sleuth confirms that this restaurant is where the problem hum is coming from.
0:19:37 > 0:19:41And it's the same place George's colleague Steve visited a week ago.
0:19:41 > 0:19:44- We're dealing with a noise complaint. - OK.
0:19:44 > 0:19:47There's some people that live at the back, and there's a noise
0:19:47 > 0:19:52that sounds like a helicopter's landing in their back gardens.
0:19:52 > 0:19:56The manager tells George they're trying to resolve the matter
0:19:56 > 0:20:01and an engineer is due to visit in the next few days to fix the problem.
0:20:01 > 0:20:04The noise is coming from their kitchen extraction system
0:20:04 > 0:20:09which is very, very noisy, and the chef even admits it's noisy.
0:20:09 > 0:20:12Um, they have got their Head Office working on it,
0:20:12 > 0:20:14and they are aware of the problem.
0:20:14 > 0:20:17I think we can give them more time, maybe another week or so,
0:20:17 > 0:20:20and if we still haven't got a resolution by then,
0:20:20 > 0:20:22perhaps look at serving a notice.
0:20:22 > 0:20:25After two visits from the Noise Squad,
0:20:25 > 0:20:28the restaurant say that this problem is in hand,
0:20:28 > 0:20:31but there are still more complaints on the menu
0:20:31 > 0:20:34for the faulty extractor fan.
0:20:34 > 0:20:35One month later,
0:20:35 > 0:20:38George's colleague Steve will be back at the burger bar.
0:20:38 > 0:20:41Will the extractor fan have been fixed
0:20:41 > 0:20:45or does another complaint mean that the fan is still faulty?
0:20:45 > 0:20:48A lady out the back says now that it's worse than ever.
0:20:48 > 0:20:52Elsewhere, York Noise Enforcement Officer Ian Grey is called to
0:20:52 > 0:20:56deal with a barking dog that's driven one of its neighbours to the end of her tether.
0:20:56 > 0:21:00It'll stop for a minute, and you think, "oh, they've let it in,"
0:21:00 > 0:21:01and then it starts again.
0:21:01 > 0:21:06And in Belfast, things heat up as the Police are called in to help
0:21:06 > 0:21:09the council's Noise Squad deal with a boisterous house party.
0:21:09 > 0:21:12LOUD MUSIC
0:21:12 > 0:21:15Come to the door.
0:21:22 > 0:21:27Every weekend, thousands of people across the UK
0:21:27 > 0:21:30call their local Noise Squads to complain about nuisance noise.
0:21:30 > 0:21:33It makes me feel that I can't live in my home.
0:21:33 > 0:21:37The volume, I was asleep then I'd be woken up in the middle of the night.
0:21:37 > 0:21:39Mentally, it was affecting my mental state.
0:21:39 > 0:21:45Late night parties in the summer months, next door neighbours,
0:21:45 > 0:21:47bottles getting smashed about.
0:21:47 > 0:21:52When the weekend starts, the parties begin and the volume gets turned up.
0:21:52 > 0:21:56It's the beat of the bass that you hear constantly.
0:21:56 > 0:22:00This flat below us were having a party.
0:22:00 > 0:22:02Now, I heard growling noises, everything.
0:22:02 > 0:22:06I couldn't sleep till seven. It was actually ridiculous.
0:22:08 > 0:22:10Like other cities in the country,
0:22:10 > 0:22:13there are always plenty of parties in Belfast.
0:22:13 > 0:22:17That means plenty of work for the Council's Noise Squad,
0:22:17 > 0:22:23but with 15 years' experience between them, Jim and Tim have seen it all.
0:22:23 > 0:22:26It's an interesting job because you always have to be on your toes.
0:22:26 > 0:22:30You always have to be alert and that can be very draining at times,
0:22:30 > 0:22:33but at the same time it can be very rewarding.
0:22:33 > 0:22:35It's Saturday night.
0:22:35 > 0:22:39The guys are on their way to check out complaints about loud music
0:22:39 > 0:22:44that local residents claim is coming from a nearby social club.
0:22:44 > 0:22:46Social clubs, for some reason,
0:22:46 > 0:22:50tend to be more within residential areas than the ordinary bars.
0:22:50 > 0:22:53I suppose, your bars tend to be more on main roads.
0:22:53 > 0:22:56We'll take a drive over and assess it initially from the outside.
0:22:56 > 0:22:59See if there's any obvious break-out points - doors open,
0:22:59 > 0:23:03fire doors being wedged open for smokers, windows open.
0:23:03 > 0:23:06As Tim and Jim arrive they can hear loud music,
0:23:06 > 0:23:08but aren't sure where it's coming from.
0:23:08 > 0:23:11We're going to get out and see, there's definitely some bass music,
0:23:11 > 0:23:14but we're going to see if there's any break-out points.
0:23:14 > 0:23:16If there's no break-out point,
0:23:16 > 0:23:19it just means that the club has poor sound insulation,
0:23:19 > 0:23:21so we'll talk to the bar manager
0:23:21 > 0:23:24and say we're getting complaints from the local residents,
0:23:24 > 0:23:27we need you to turn the overall volume down.
0:23:27 > 0:23:28As the guys check out the area,
0:23:28 > 0:23:32it becomes clear that the noise isn't coming from the social club.
0:23:32 > 0:23:35This has been a case of mistaken identity.
0:23:36 > 0:23:40There you go, complaints about the wrong property.
0:23:40 > 0:23:41It's the hotel over there.
0:23:41 > 0:23:43The social club is innocent.
0:23:43 > 0:23:46The noise is coming from a hotel across the road,
0:23:46 > 0:23:49where wedding revellers are having a bit of a boogie
0:23:49 > 0:23:52and the music is blaring into the night.
0:23:52 > 0:23:54BASS BOOMS
0:23:58 > 0:24:01Before Tim and Jim confront the management,
0:24:01 > 0:24:04they want to find out exactly where the noise is coming from
0:24:04 > 0:24:06by checking open doors and windows.
0:24:06 > 0:24:09Doesn't appear to be any...
0:24:09 > 0:24:11It's a chance to play "Name That Tune."
0:24:13 > 0:24:16And Jim names it in one.
0:24:16 > 0:24:17Tina Turner.
0:24:23 > 0:24:28For the lucky bride and groom, this day may have been Simply The Best,
0:24:28 > 0:24:29but the neighbours of this hotel
0:24:29 > 0:24:32feel like they're living next door to the Thunderdome!
0:24:36 > 0:24:39It's time for the guys to take action.
0:24:44 > 0:24:48How's it going? We're from the Council's noise service.
0:24:48 > 0:24:51Jim and Tim head inside to speak to the management.
0:24:51 > 0:24:56We've had a complaint from the houses just opposite.
0:24:56 > 0:25:00My friend has been out and the back fire escape doors were open.
0:25:00 > 0:25:04What I need you to do is ask both the DJs to maybe lower the bass level
0:25:04 > 0:25:07and get the door staff to ensure that those doors remain closed.
0:25:07 > 0:25:09- I don't think we've been here before. - We haven't.
0:25:09 > 0:25:12It's something that needs checking on.
0:25:12 > 0:25:13When it comes to noise,
0:25:13 > 0:25:18the Noise Squad have the authority to shut down any unruly ruckus.
0:25:18 > 0:25:21We've spoken to the bar manager.
0:25:21 > 0:25:24The fire doors had been left open when they were changing beer kegs.
0:25:24 > 0:25:28They've closed them and hopefully that's remedied the problem.
0:25:28 > 0:25:31The hotel and wedding party vowed to keep it down
0:25:31 > 0:25:34and no further action was necessary.
0:25:36 > 0:25:39If you're being disturbed by noisy neighbours,
0:25:39 > 0:25:44or any other type of nuisance noise, you don't have to suffer in silence.
0:25:44 > 0:25:48Your local council are on hand to deal with any problems,
0:25:48 > 0:25:50so, pick up the phone and give them a call.
0:25:53 > 0:25:54On a busy Saturday,
0:25:54 > 0:25:58there's rarely time for Tim and Jim to take a breather.
0:25:58 > 0:26:00Hopefully this rain will drive the dogs indoors
0:26:00 > 0:26:02and will not be barking when we get out.
0:26:02 > 0:26:05It's often the busiest night of the week.
0:26:05 > 0:26:08We're just going to take a look and see if we can witness any noise.
0:26:08 > 0:26:10There's an entertainment, maybe?
0:26:10 > 0:26:15It's a couple of houses away, so currently it's not actionable.
0:26:15 > 0:26:18They've been called to a house-warming party,
0:26:18 > 0:26:21where they're worried they might get more than a frosty reception.
0:26:21 > 0:26:24LOUD MUSIC AND VOICES
0:26:24 > 0:26:30We've had a complaint about a very loud party in this end property.
0:26:30 > 0:26:34We've driven past it and had a look at the number of people there,
0:26:34 > 0:26:37and how they're behaving.
0:26:37 > 0:26:41So, for the sake of our own safety, we're looking to maybe approach them
0:26:41 > 0:26:47with a police escort and serve a legal notice on them that requires them to abate the noise
0:26:47 > 0:26:49and threatens them with a £100 fine.
0:26:49 > 0:26:51Noisy neighbours are a serious problem
0:26:51 > 0:26:53and cause huge amounts of stress and worry.
0:26:53 > 0:26:58Different councils deal with nuisance noise in slightly different ways.
0:26:58 > 0:27:01Here in Belfast, the team have a range of powers
0:27:01 > 0:27:04to deal with any problems they witness.
0:27:04 > 0:27:06If they feel the noise is too loud,
0:27:06 > 0:27:09they can dish out verbal and written warnings,
0:27:09 > 0:27:11hand out on-the-spot fines
0:27:11 > 0:27:14and, in extreme cases, they can prosecute the guilty parties,
0:27:14 > 0:27:17which could result in a criminal record
0:27:17 > 0:27:20and a fine of up to £5,000.
0:27:21 > 0:27:23With their years of experience,
0:27:23 > 0:27:25Jim and Tim know that a big crowd of people,
0:27:25 > 0:27:30alcohol and the late hour could all add up to trouble,
0:27:30 > 0:27:33so they've called for the police to back them up.
0:27:33 > 0:27:38Tim has to beat the door to be heard over this ridiculously loud music.
0:27:38 > 0:27:40Come to the door.
0:27:44 > 0:27:49After Tim shouts over the music, someone answers the door.
0:27:49 > 0:27:53- Can you get me someone who lives here, please?- Pardon? - Get me someone who lives here.
0:27:53 > 0:27:55Go and turn the music down, then come back and talk to me.
0:27:55 > 0:27:58It's time for Tim to lay down the law.
0:27:58 > 0:28:01I work for the Council's noise service.
0:28:01 > 0:28:03- Yeah.- We're getting complaints from your neighbours, obviously.
0:28:03 > 0:28:06- Your music is far too loud. - Oh, right.
0:28:06 > 0:28:09I can fine you a £100 spot-fine with reference to the noise.
0:28:09 > 0:28:13If we come back tonight, you will get fined a £100 fine.
0:28:13 > 0:28:17What I need you to do is close the windows, that keeps the noise in,
0:28:17 > 0:28:20ask all your friends to stay inside as much as possible.
0:28:20 > 0:28:23We've told the neighbours we're having a house-warming.
0:28:23 > 0:28:26It's absolutely bouncing, it's disturbing the whole street,
0:28:26 > 0:28:30it's not just your direct neighbours, OK?
0:28:30 > 0:28:32We need you to close the windows,
0:28:32 > 0:28:37keep the music turned down because actually that keeps the noise down.
0:28:37 > 0:28:39Tim's warning is very clear.
0:28:39 > 0:28:41He's given the homeowner a written warning.
0:28:41 > 0:28:44This means she has to turn the music down.
0:28:44 > 0:28:47And if he and Jim get called back tonight,
0:28:47 > 0:28:50she'll be hit with a £100 fine.
0:28:50 > 0:28:53The fact that all the windows are open just accentuates the problem.
0:28:53 > 0:28:55They said they told their neighbours,
0:28:55 > 0:28:58but it's bouncing the whole way down the street.
0:28:58 > 0:29:01We've talked to them about the noise aspect,
0:29:01 > 0:29:04the police will talk to them about the anti-social behaviour aspect.
0:29:04 > 0:29:06We've served a legal notice threatening a £100 fine.
0:29:06 > 0:29:09The girl that lives there says it's a house-warming party,
0:29:09 > 0:29:11she'll get it under control, there'll be no further complaints.
0:29:11 > 0:29:13Hopefully that'll be the case.
0:29:13 > 0:29:16In this instance, the written notice threatening a £100 fine
0:29:16 > 0:29:20did the trick and no further action was necessary.
0:29:26 > 0:29:31In York, Noise Enforcement Officer Ian Grey is having a busy night.
0:29:31 > 0:29:34We're going to sort that out, that shouldn't take long,
0:29:34 > 0:29:37then we'll come straight to yours and see if we can sort things out.
0:29:37 > 0:29:41He's been to monitor nuisance noise on a longstanding case
0:29:41 > 0:29:44and silenced a faulty house alarm.
0:29:44 > 0:29:46HIGH-PITCHED BLEEPING
0:29:46 > 0:29:51Now he's on his way to deal with a complaint about a neighbour
0:29:51 > 0:29:53who's been woken up by a barking dog.
0:29:55 > 0:29:57Here we go.
0:29:57 > 0:30:01Just park anywhere round here then, I guess.
0:30:01 > 0:30:05As he arrives, the barks can be heard loud and clear.
0:30:05 > 0:30:07BARKING
0:30:07 > 0:30:09Ian's come to see Julia,
0:30:09 > 0:30:13who called in to complain about this pesky pooch.
0:30:13 > 0:30:16I've gone to sleep and then it's woken me up again
0:30:16 > 0:30:19and that just made me come down and ring the police,
0:30:19 > 0:30:21cos I didn't know what else to do.
0:30:21 > 0:30:25The lady in the control room said it was the Environmental Health number
0:30:25 > 0:30:27and gave me your number.
0:30:27 > 0:30:30The barking has been driving her bonkers.
0:30:30 > 0:30:34It'll stop for a minute, and you think, "Oh, they've let it in,"
0:30:34 > 0:30:35and then it starts again.
0:30:35 > 0:30:39Ian goes upstairs to monitor the noise from Julia's bedroom.
0:30:39 > 0:30:44DOG BARKING REPEATEDLY
0:30:44 > 0:30:47It's no surprise she's been kept awake.
0:30:47 > 0:30:52I just feel very cross and angry and upset at the moment.
0:30:52 > 0:30:55Julia was so fed up that she called the police,
0:30:55 > 0:31:00but she didn't even know about the council's specialist Noise Squad.
0:31:00 > 0:31:02I didn't know they existed till I phoned the police,
0:31:02 > 0:31:05so I don't know what they can do, I suppose,
0:31:05 > 0:31:08other than talk to the people and not let them leave it out there.
0:31:08 > 0:31:11But I don't know whether it becomes RSPCA
0:31:11 > 0:31:15and dog warden kind of involvement. We'll see.
0:31:15 > 0:31:18When it comes to nuisance noise,
0:31:18 > 0:31:22Noise Squads all over the country are the law enforcers,
0:31:22 > 0:31:23not the police.
0:31:24 > 0:31:26They can issue a written warning,
0:31:26 > 0:31:29ordering the noise makers to stop the noise.
0:31:29 > 0:31:33If further warnings are ignored, they can face a day in court,
0:31:33 > 0:31:35get a criminal record and have to
0:31:35 > 0:31:37pay a fine of up to £5,000.
0:31:40 > 0:31:44Having visited Julia, it's time for Ian to take action.
0:31:44 > 0:31:47Just take a quick look to see if there's anybody home.
0:31:47 > 0:31:49Just knock on the door.
0:31:52 > 0:31:54He's going to talk to the dog's owners.
0:32:00 > 0:32:02The owner appears at the window
0:32:02 > 0:32:05and Ian has a word about their noisy dog.
0:32:05 > 0:32:08Hi. I'm from the Council noise patrol. I've had a complaint...
0:32:08 > 0:32:10The owner explains that they fell asleep
0:32:10 > 0:32:13and that their dog was locked outside,
0:32:13 > 0:32:15but now they brought it into the house.
0:32:15 > 0:32:19Ian though, will still be taking action.
0:32:19 > 0:32:22What we're going to do now is send you a warning letter next week
0:32:22 > 0:32:25so, hopefully, we won't get any more complaints.
0:32:25 > 0:32:30I'll leave you to get back to sleep. OK, all right.
0:32:30 > 0:32:32With the dog inside, there were no further complaints
0:32:32 > 0:32:35and no further action was necessary.
0:32:39 > 0:32:41Serenity has been restored in suburbia,
0:32:41 > 0:32:43but elsewhere in the city,
0:32:43 > 0:32:47there's nothing serene about a boisterous birthday party.
0:32:47 > 0:32:51Ian knows that late-night parties where the drink is flowing
0:32:51 > 0:32:54can sometimes be a recipe for trouble.
0:32:54 > 0:32:57I think there's going to be a bit of grief.
0:33:02 > 0:33:05He knocks on the door and explains the problem.
0:33:05 > 0:33:07Just had some noise complaints about the music,
0:33:07 > 0:33:10so, I've come really to see what's going on.
0:33:10 > 0:33:13- It's my girlfriend's 31st birthday. - 31st? OK.
0:33:13 > 0:33:15There's a birthday bash going on,
0:33:15 > 0:33:18but as it's almost 3.00 in the morning,
0:33:18 > 0:33:20Ian explains that it's time to start winding down
0:33:20 > 0:33:23and the music is switched off.
0:33:23 > 0:33:27It's getting late now, so if you could start winding things down now.
0:33:27 > 0:33:30I've turned it off.
0:33:30 > 0:33:35The only thing now is people's voices, I can't do nowt about that.
0:33:35 > 0:33:36Keep the noise level down.
0:33:36 > 0:33:38We can't tell them to shut up.
0:33:38 > 0:33:41Yeah, but if it starts getting noisy,
0:33:41 > 0:33:44keep an eye on it and ask a few people to be quiet.
0:33:44 > 0:33:46The chap is co-operating with Ian.
0:33:46 > 0:33:51He's turned off the music and promised to keep the party-goers quiet.
0:33:51 > 0:33:55Well, they've turned the music off, which is one thing.
0:33:55 > 0:33:59So, hopefully it's going to be quiet enough for the complainants to get some sleep
0:33:59 > 0:34:01which is the most important thing.
0:34:01 > 0:34:03Still probably going to be a bit of noise
0:34:03 > 0:34:06from people still sat out there, voices,
0:34:06 > 0:34:12but hopefully it's going to be quiet enough so it's no longer a problem.
0:34:14 > 0:34:19Situations like that, when people have been drinking quite a lot, always get a little bit chaotic.
0:34:20 > 0:34:22It's been a busy night for Ian, but his cool
0:34:22 > 0:34:26and calm approach got a result in a potentially difficult situation.
0:34:26 > 0:34:29There were no more complaints about the party
0:34:29 > 0:34:32and no further action was necessary.
0:34:34 > 0:34:37In Westminster, a faulty extractor fan in a burger bar
0:34:37 > 0:34:41is making sure peace and quiet isn't on the menu for local residents.
0:34:45 > 0:34:49The restaurant has been visited by two of the council's Noise Team,
0:34:49 > 0:34:52who were assured the matter was in hand.
0:34:52 > 0:34:55They knew about the problem, they'd already had engineers in,
0:34:55 > 0:34:58and they'd done some noise monitoring and it's in hand.
0:34:58 > 0:35:02They have got their Head Office working on it, and are aware of the problem.
0:35:02 > 0:35:04I think we can give them more time.
0:35:05 > 0:35:08Four weeks after the Noise Squad were first called about the fan,
0:35:08 > 0:35:12Steve, who dealt with the original complaint,
0:35:12 > 0:35:15is on his way to the restaurant again.
0:35:15 > 0:35:18It was quite an awful sound, hell of a din,
0:35:18 > 0:35:21coming from the extraction system.
0:35:21 > 0:35:24Something had gone wrong, it's difficult to know exactly what,
0:35:24 > 0:35:26but it needed addressing quickly.
0:35:26 > 0:35:28Today we're heading back there
0:35:28 > 0:35:33to ensure that everything's been done to our satisfaction.
0:35:33 > 0:35:37Problem is, is that we've had a number of complaints
0:35:37 > 0:35:39just in the last few days.
0:35:39 > 0:35:43Steve has arranged to meet the project manager Mark
0:35:43 > 0:35:46and engineer Tom to find out what's been going on.
0:35:46 > 0:35:50He explains that the Noise Squad have been called by another resident,
0:35:50 > 0:35:55who's been driven to distraction by this faulty extraction fan.
0:35:55 > 0:35:58A lady out the back, a neighbour of the original complainant
0:35:58 > 0:36:01phoned and said the original complainant's gone on holiday.
0:36:01 > 0:36:04I said, we're going down tomorrow for a complaint visit.
0:36:04 > 0:36:06Now it's worse than ever.
0:36:06 > 0:36:11I was under the impression that it was sorted out last week.
0:36:11 > 0:36:14In fact, it was sorted out yesterday, and told them to
0:36:14 > 0:36:17- give me an update. What he's done is balance the extraction.- Brilliant.
0:36:17 > 0:36:20It's taken slightly longer than they'd hoped,
0:36:20 > 0:36:24but engineer Tom explains that the problem has now been sorted.
0:36:24 > 0:36:27We've put some plates in it to balance the air flow.
0:36:27 > 0:36:32So, there's not so much air from the far canopy, so now we've turned
0:36:32 > 0:36:35the fan down to get more extraction over here where they need it.
0:36:35 > 0:36:38The fan has been given an emergency clean
0:36:38 > 0:36:41and the speed of the fan has also been reduced.
0:36:41 > 0:36:43- Super, right. - Just have a look out the back.
0:36:44 > 0:36:46Can we switch it on?
0:36:47 > 0:36:49It's on now.
0:36:49 > 0:36:51We parked round the back, I couldn't hear it.
0:36:51 > 0:36:54Could you actually hear the noise?
0:36:54 > 0:36:56It was making a... It was like an aircraft landing.
0:36:56 > 0:36:58Exactly, yeah, yeah.
0:36:59 > 0:37:03That all sounds great, but Steve needs to hear for himself
0:37:03 > 0:37:06if this faulty extractor fan really has been fixed.
0:37:09 > 0:37:12Put it back to 100% and let you hear the noise it makes.
0:37:12 > 0:37:16I can put it right back up. Shall we do that?
0:37:16 > 0:37:17Yeah, give it a...
0:37:17 > 0:37:20So, it gives you a gauge of where it was and where we're at.
0:37:20 > 0:37:24The engineer cranks the fan up to its old levels
0:37:24 > 0:37:27and it's easy to hear why it was such a problem.
0:37:27 > 0:37:29WHIRRING
0:37:29 > 0:37:32That is pretty bad.
0:37:33 > 0:37:35Yeah, that's hitting it now.
0:37:35 > 0:37:38Getting louder now.
0:37:38 > 0:37:43It can take two or three minutes for it to get full whack.
0:37:43 > 0:37:49Time now to turn it down and see how big the improvement is.
0:37:49 > 0:37:52You can barely hear it over that, over the chiller.
0:37:52 > 0:37:55SLIGHT HUMMING
0:37:55 > 0:37:58Whereas before, you could certainly hear it over that.
0:37:58 > 0:38:01It's certainly extenuated quite a significant amount.
0:38:01 > 0:38:05Steve's happy and Tom the engineer has made sure that the extractor fan's settings
0:38:05 > 0:38:08can't be turned back up to problem levels,
0:38:08 > 0:38:11so this case should be sorted.
0:38:11 > 0:38:13Right, shall we go round?
0:38:13 > 0:38:16Fixing the fan has been a tricky job for the restaurant,
0:38:16 > 0:38:21but they've taken the problem seriously and sorted it all out.
0:38:21 > 0:38:26Mark and Tom go with Steve to meet the lady who's most recently complained.
0:38:26 > 0:38:30She's the third person to call the Noise Squad about the extractor fan
0:38:30 > 0:38:33and she lets them know how cheesed off she's been.
0:38:33 > 0:38:37We haven't really been able to use the garden this summer at all.
0:38:37 > 0:38:40It's been quite bad in the house, that's why I don't open the windows.
0:38:40 > 0:38:43But even with the windows closed and it goes on, as you know,
0:38:43 > 0:38:46till 11.30, 12.00 at night,
0:38:46 > 0:38:49so, I go to bed late - with this loud noise.
0:38:52 > 0:38:57Project Manager Mark has listened to the lady and is keen to make amends.
0:38:57 > 0:38:58I'm so sorry.
0:38:58 > 0:39:01We've tried to act on this as quick as we can.
0:39:01 > 0:39:05The extraction company have been looking at it for the last couple of weeks
0:39:05 > 0:39:06and finally cracked it.
0:39:06 > 0:39:09We've made alterations to it.
0:39:09 > 0:39:11We've clad it in the brickwork
0:39:11 > 0:39:15which will add a certain amount of soundproofing.
0:39:15 > 0:39:17Would it help if you had my direct phone number?
0:39:17 > 0:39:21Yes, I have to say it's not a new problem.
0:39:21 > 0:39:23It's been, as you know from the Council,
0:39:23 > 0:39:25certainly going back ten years.
0:39:25 > 0:39:29I've turned out correspondence of my husband's, different restaurants, same noise.
0:39:29 > 0:39:34They were a visual eyesore, this is supposed to be a conservation area.
0:39:34 > 0:39:39The Noise Squad and the restaurant have worked hard to resolve this problem
0:39:39 > 0:39:43and Steve's keen to know if the lady is happy with the result.
0:39:43 > 0:39:47What do you think about the level now, now the works have been done?
0:39:47 > 0:39:51Well, it's miles better. I'd call that a faint hum.
0:39:53 > 0:39:54There is a hum there.
0:39:54 > 0:39:57Get rid of that, that would be wonderful.
0:39:57 > 0:40:00We might be able to take it down a bit.
0:40:01 > 0:40:06With this resolved, Steve passes on some friendly advice for the future.
0:40:06 > 0:40:10We always say to people if you haven't got a problem speaking to a business,
0:40:10 > 0:40:12and most people don't, have a word with them.
0:40:12 > 0:40:15We're happy to hear about it, really.
0:40:15 > 0:40:18If communication breaks down, or there's an issue,
0:40:18 > 0:40:20or a dispute, then we'll mediate.
0:40:20 > 0:40:23After all the trouble that the extractor fan has caused,
0:40:23 > 0:40:26Mark wants to make sure there's a happy ending.
0:40:26 > 0:40:30Is there anything we can do to make it up to you?
0:40:30 > 0:40:34If my sons were here, they'd probably say a few free burgers.
0:40:34 > 0:40:36I can pop you lots of vouchers in.
0:40:36 > 0:40:39- Well, that would be kind. - OK, I'll do that.
0:40:39 > 0:40:43I'll bring you a stack of vouchers in, you can use them when you like.
0:40:43 > 0:40:45- Oh, that would be very kind. - No problem.
0:40:45 > 0:40:49That's a lovely gesture. Thank you very much for that.
0:40:49 > 0:40:54Nice one, Mark! That's a good way to end this sorry saga.
0:40:54 > 0:40:56Just liked to have solved it a bit quicker for the lady.
0:40:56 > 0:41:02I didn't realise the noise was so bad until I came down to the site and had a look.
0:41:02 > 0:41:03It was pretty bad.
0:41:03 > 0:41:06So, we've resolved it, hopefully, and put that one to bed,
0:41:06 > 0:41:11and I'll send her some vouchers in the post and everyone's happy.
0:41:11 > 0:41:16Steve's kept abreast of this case from the very start.
0:41:16 > 0:41:20Thanks to good communication and the restaurant's willingness to sort the problem,
0:41:20 > 0:41:23he didn't need to serve a formal written warning.
0:41:23 > 0:41:27I've just finished there with that restaurant and it's a good result.
0:41:27 > 0:41:30The complainant is happy.
0:41:30 > 0:41:34We've managed to resolve quite a serious noise complaint
0:41:34 > 0:41:38purely by negotiation and a bit of prodding.
0:41:38 > 0:41:43The restaurant management have been excellent,
0:41:43 > 0:41:50and they haven't tried to slow things down, or deter us from doing our job.
0:41:50 > 0:41:54They've been very co-operative and like I say,
0:41:54 > 0:41:56we've had three complainants in total, now,
0:41:56 > 0:42:00come out of the woodwork complaining about this issue.
0:42:00 > 0:42:04It's quite welcome to see that today, the problem has been resolved.
0:42:04 > 0:42:07Indeed it has. Well done, Steve!
0:42:07 > 0:42:09Job done, case closed.
0:42:12 > 0:42:15It's been a busy shift for the Noise Squad.
0:42:15 > 0:42:17They've dealt with faulty extractor fans...
0:42:17 > 0:42:22You try and ignore it, but after a while you notice a humming in the background.
0:42:22 > 0:42:23Barking dogs...
0:42:23 > 0:42:27It'll stop for a minute, and you think, "Oh, they've let it in," then it starts again.
0:42:27 > 0:42:28Noisy parties...
0:42:28 > 0:42:31Can you get me someone who lives here, please?
0:42:31 > 0:42:33And annoying alarms.
0:42:33 > 0:42:36They'll be able to get some sleep around here now, anyway.
0:42:36 > 0:42:40There's no let up in the battle against anti-social nuisance noise
0:42:40 > 0:42:42and plenty more cases still to be dealt with,
0:42:42 > 0:42:45by the Noise Squad.
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0:42:47 > 0:42:49E-mail subtitling@bbc.co.uk