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The Noise App Case Study: Managing Demand on Professional Officers Through Service Redesign

21st November 2018 The Noise App

Earlier this year, we spoke to Carly Hall, Regulatory Services Manager at Cheshire West and Chester Council about The Noise App. The Council have a population of 335,000 and deal with approximately 1,000 noise complaints. The organisation began using The Noise App in late 2015.

Prior to the introduction of The Noise App, Cheshire West and Chester received complaints through their call centre or through an online form; they then requested the complainants fill in a noise diary sheet. This method frequently involved “time-consuming efforts of chasing people, repeat calls and a lot of time dealing with spurious complaints that lacked substance to act on. Long telephone conversations with disgruntled complainants also featured regularly.”

Since introducing The Noise App, “the triage team has received just over one thousand noise complaints and around 700 of these have been received via The Noise App.” The triage team assess the information, gather the evidence and then pass this onto a professional officer for further investigation.

“The Noise App has helped deliver huge benefits. It helps us to prioritise our investigations, filter out those with no substance and provide evidence to support further action. Since its implementation, the number of cases of noise that I investigate has dropped to probably around a fifth of what it was previously.”

For more on how The Noise App helped manage the demand on professional officers at Cheshire West and Chester Council, click here.