Louise Reader Email & Phone Number

My current role involves overseeing the successful operation of the ASB Reporting Line and the out of hours response element. I am a second level manager of three different teams- the Out of Hours Response and Patrol Team (who respond to out of hours reports of noise, ASB and waste management issues in the borough and have a range of enforcement powers to resolve these types of issues where informal resolution has been unsuccessful); the ASB Controllers (who respond to calls made to the ASB Reporting Line, provide specialist advice on noise and ASB issues and allocate the reports to the various response teams); and the ASB and Environmental Services support team (who provide advise to residents who contact the service during the day on ASB and noise issues, process FPN's and deal with queries, provide pest control admin services such as making appointments for pest control treatment, dealing with pest control queries, produce service stats and share information on ASB and noise issues with partners such as housing providers, youth services etc to aid successful multi agency working.During the time I have been managing these services the reputation of the team has grown from strength to strength, customer satisfaction has risen to around 85-90%, enforcement has increased and case turn around times have decreased. This has been achieved despite reductions in staffing levels and substantial increase in demand for the service (which has increased from 10000 calls in 2012/13 to around 15000 calls in 2015/16).

I managed a team of environmental health officers and noise officers who respond to complaints of out of hours noise and are responsible for case managing the noise problem, taking legal action or achieving an informal resolution. Performance of the team increased during this period.In late 2011 there was a service review which led to the launch of Islington Council's ASB Reporting Line in April 2012. I was instrumental in setting up this service and my responsibilities expanded to include managing the ASB Controllers who worked on this service taking ASB and noise calls, providing specialist advice and allocating the jobs to response officers. In the first year the reporting line dealt with around 10000 reports of ASB and noise.

Working as part of a team of 4 environmental health officers providing a 7 night a week immediate response to noise complaints. Main function was to make assessments of statutory nuisance under the Environmental Protection Act 1990 and taking enforcement action where required. Whilst in this role I attended London Southbank University on a part time basis and studied for a Masters in Acoustics. Following this I became more involved in dealing with noise issues from licensed premises, including setting sound limiters, reviewing Acoustic Consultants reports and making recommendations on appropriate noise control solutions. I also carried out BS4142 assessments, and carried out sound insulation tests to determine the level of sound insulation between properties. I dealt with numerous high profile and complex cases, including successfully abating nuisance from several illegal raves. On several occasions I was required to give evidence in court where I successfully acted as a professional witness in relation to noise and acoustic issues.

Post Graduate Diploma, Acoustics

Bachelor Of Science (Bsc), Environmental Health