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Help and complaints

Environmental health, licensing and trading standards

Noise and nuisance, food hygiene, pests, licensing and trading standards. This guide explains your rights, where to get urgent help and how to complain.

We cannot make a complaint for you

SocialCareScore cannot make complaints for you or take up individual cases. Rating a council is not the same as making a complaint. To have something put right, contact the organisation that runs the service.

Your council investigates noise and other statutory nuisances, inspects food businesses, deals with poor conditions in rented homes, and licenses premises that sell alcohol, taxis and houses in multiple occupation. It also runs trading standards and can arrange pest control.

Who runs this service

Some parts of this service are run by other organisations:

Food Standards Agency
Runs the food hygiene rating scheme in Wales. Councils carry out the inspections and give the ratings. Source

Getting urgent help

Report a problem with food or a food business
Report unsafe food, poor hygiene at a business, or suspected food poisoning to the council’s environmental health team. The Food Standards Agency publishes guidance on how to report it. Source
More information
Report a noise or nuisance problem to the council
Contact your council’s environmental health team. Keep a diary of dates, times and how the problem affects you, because the council will need evidence. Source
More information

Your rights

The council must investigate nuisance complaints

Councils must inspect their area for statutory nuisances and take reasonably practicable steps to investigate a complaint made by someone living in the area. Statutory nuisances include noise from premises, smoke, fumes, smells from business premises, and accumulations that are prejudicial to health. Source

You can take your own case to court

If you are affected by a statutory nuisance, you may be able to complain to a magistrates’ court yourself. You must first give written notice to the person responsible: at least 3 days for noise, and at least 21 days for other nuisances. Get advice before you start. Source

Food businesses in Wales must display their rating

Once a food business has been told its food hygiene rating, it must display the sticker in the place and way the rules require. You can also check any rating online. Source

Rented homes must be fit to live in

Landlords under most occupation contracts must make sure the dwelling is fit for human habitation on the occupation date and throughout the contract. This duty came into force on 1 December 2022. Source

You can object to a licence or ask for a review

Any person or business may make representations about an application for a premises licence, and you can ask the council to review an existing licence if you have concerns about the licensing objectives, such as public nuisance or crime and disorder. Representations and review requests must be in writing. Source

Councils must act on rats and mice

Councils must take such steps as are necessary to keep their district free from rats and mice, so far as practicable. They may charge for treating a private property. Source

How to complain

  1. Report it to environmental health and keep records

    Report the problem and keep the reference number. Keep your own notes of dates, times and what happened, and copies of anything you send. Source

  2. Use the council’s complaints procedure

    If the council does not investigate, or you hear nothing, make a formal complaint. Say what you reported, when, and what has not happened. Source

  3. Ask for the council’s final response

    Complete the complaints procedure and ask for the final reply in writing. The Ombudsman will normally expect you to have complained to the council first. Source

If you are still unhappy

Public Services Ombudsman for Wales
Looks at complaints that a council handled something badly, such as failing to investigate a nuisance complaint or poor handling of a licensing or housing case. Source
When: After you have complained to the council and had its final response.
Time limit: Normally within 12 months of the day you first knew about the matter
Telephone: 0300 790 0203
A magistrates’ court (statutory nuisance)
You can bring your own case about a statutory nuisance. The court can order the nuisance to be stopped. Source
When: Where the council has not acted and the problem continues. Get advice first.
Time limit: You must give written notice first: at least 3 days for noise, at least 21 days for other nuisances
Citizens Advice consumer service
Gives consumer advice and can pass information about a trader to Trading Standards. You cannot report a trader to Trading Standards yourself. Source
When: For problems with a business, such as unsafe goods, unfair selling or doorstep traders.
Telephone: 0808 223 1144

Free, independent advice

Citizens Advice consumer service
Free consumer advice. Welsh-language line 0808 223 1144, English 0808 223 1133, Monday to Friday 9am to 5pm, closed on bank holidays. Source
Telephone: 0808 223 1144
Shelter Cymru
Free housing advice from expert advisers, including problems with conditions in rented homes. Monday to Friday, 9am to 4pm. Source
Telephone: 08000 495 495
Rent Smart Wales
Registers landlords and licenses agents in Wales. You can search the public register to check whether a landlord is registered. Source
GOV.UK: taxi and private hire driver licences
Explains that councils license taxi and private hire drivers in England and Wales. Source
UK-AIR (Defra)
Daily air quality index, forecasts and health advice for the whole UK. A recorded information line is available on 0800 55 66 77. Source
Telephone: 0800 55 66 77

Share your experience

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Last reviewed: 15/09/2026