Norwich City Council

Council Services

Food safety


The Safer Food Award (Scores on the doors)

Safer Food Award Leaflet cover

Click on the link below for a list of registered food premises in Norwich. The star rating of those businesses within the star rating scheme is shown. In most cases a summary of the inspection as well as the full inspection report can also be viewed.

Click here for the food safety award ratings

The Safer Food Award was introduced in March 2005 and is awarded to food premises following their food safety inspection. The award reflects how well the premises complies with the Food Hygiene (England) Regulations 2006. The rating is based on nationally recognised inspection criteria including food hygiene and safety, structure and cleaning, and confidence in management. The scheme has already resulted in measurable improvements in the standard of food hygiene in our food premises.

North Norfolk and Great Yarmouth councils have also introduced food hygiene rating schemes to give members of the public a simple guide to show how well food businesses are complying with food hygiene requirements.

Go to North Norfolk food ratings or Great Yarmouth food safety awards to check the scores.


Food complaints

The investigation of food complaints is carried out by both the Norwich City Council food safety team and by the Norfolk County Council Trading Standards Department.

Norwich City Council investigates the following types of food complaint:

  • Foreign bodies found in food (ie insects and metal).
  • Mouldy, rotten or ‘off’ food.
  • Peculiar tasting food.
  • Undercooked food.
  • Food sold or displayed after its ‘use-by’ date.

moth in food
Moth in pizza

The following types of food complaint should be addressed to Norfolk County Council Trading Standards Department for investigation:

  • Falsely described food.
  • Food which is not what it says on the label (ie meat in a vegetarian dish).
  • Labels on food which you can’t read (ie in a foreign language).
  • If you suspect a list of ingredients is not accurate.
  • If you have been given a short measure.

Trading Standards can be contacted on 0344 800 8013 (lines open Mon - Thurs 8.45am to 5.30pm and Fri, 8.45am to 4.30pm).


Bringing a food complaint to the council

Before bringing a food complaint to Norwich City Council to investigate, please make sure we are the right authority to investigate the matter - see food complaints above.

All food complaints will be investigated. Your food complaint might result in a prosecution if it is serious, if there is sufficient evidence and if you are prepared to make a statement. If you are undecided as to what to do you can call 0344 980 3333 and ask to speak to a food safety officer before bringing us the food complaint.

In many cases customers are satisfied with the compensation they are offered by the food business. However, if you want your complaint looked in to, please keep the food since we cannot undertake an investigation without it. The council does not arrange for compensation but you may be able to pursue a civil claim.

If you cannot bring the food complaint to us straight away, store it appropriately (perishable foods may be placed in a clean plastic bag and frozen). Make a note of the time you discovered the problem and what you did, and bring the food complaint to us as soon as possible. Please do not send food samples in the post. If possible bring any supporting evidence eg packaging and till receipts.

As part of our investigation we may seize or detain food and have it analysed. We can inspect food premises, interview proprietors and take statements from employees. For this reason a food complaint may take several months to process but we will keep you informed of our progress.


Complaints about the hygiene of food premises

To a large extent the food safety team relies on the vigilance of the public in bringing serious matters to our attention (we cannot be everywhere all of the time). If you see a rodent in a food premises or wish to complain about poor food handling practices or a dirty food premises you can report the matter on 0344 980 3333.

mouse droppings
mouse droppings near glasses

In most cases food hygiene complaints can be dealt with informally but occasionally our investigation results in a prosecution if the matter is serious and there is sufficient evidence. The food safety officer will need to witnesses the problem for themselves so it will not be necessary for you to make a statement.

As part of our investigation we can inspect food premises, take photographs, interview proprietors and take statements from employees. If there is an imminent risk of injury to health we can close a premises for a limited time during which we must seek confirmation from the Magistrates’ Court. The court may also issue an Emergency Prohibition Order closing a premises indefinitely. Food premises complaints can often take several months to process but we will keep you informed of our progress and advise you of the outcome.


Destroying unfit food

Food safety officers attend commercial freezer breakdowns and food premises damaged by flood and fire. Although we cannot arrange for the collection of damaged food it is important we oversee its destruction so that it is not allowed to re-enter the human food chain.

Provided we have witnessed the food being disposed of we are able to issue Voluntary Surrender Certificates so that food businesses can claim on their insurance. For further information on the services we provide for unfit and damaged food call 0344 980 3333.

Best before and use by dates

Use by dates are applied to foods that become dangerous to eat after a certain time. Typically these are high-risk foods like cooked meat and dairy products. It is an offence for a food business to sell, display and store products once they are past their use by date. It is also illegal to use them as an ingredient in other foods or to raffle them for charity.

Best before dates are applied to foods whose quality may reduce after a certain time but that are nevertheless safe to eat. Food businesses can sell products that are beyond their best before date but the food must still meet food safety requirements. This applies even if the food is reduced in price. A food business wishing to sell food beyond its best before date must satisfy itself that the food’s quality is not reduced. A prosecution might result if a customer complains.

Many foods must be eaten within a certain time once opened. Regardless of their best before or use by date they can deteriorate quickly when exposed to air. Read the instructions on the food label carefully since any matters concerning a product’s safety must be printed there.


Managing food safety – introducing safer food better business

If you run a food business recent changes in the law mean you must have a documented food safety management system saying what it is you do to make your food safe for others to eat.

Many large food businesses will already have such a system in place such as ‘Hazard Analysis Critical Control Point’ (HACCP) systems, however, they can be difficult for small food businesses to put together.

To help a new pack has been developed by the Food Standards Agency (FSA). Principally aimed at restaurants, cafés and takeaways it’s designed to make creating your own food safety management system easy. Called Safer Food Better Business (SFBB) the pack is entirely free and you can get a copy by calling 0845 606 0667 or checking the Food Standards Agency website www.food.gov.uk and following the links to Safer Food Better Business.

Click here for more information on Safer Food Better Business.


Food business resources

Thinking of starting a food business?
If you are thinking about starting a new food business in the city please call our customer contact team on 0344 980 3333 and ask for your free food businesses starter pack. If you only require a food registration form click here to download it. Remember to tell us about your new food business at least 28 days before you intend to open. A food safety officer may be in contact to discuss any plans. Registration is free.

Please return your completed registration form to your local authority - for Norwich City Council the address is: City Hall, St. Peters Street, Norwich, NR2 1NH.

Before starting a food business you need to consider the following:

  • Does the food business have appropriate planning permission?
  • Will building regulations approval be needed for any structural alterations or extra drainage?
  • Will toilets need to be provided for customers?
  • How are the hazards associated with food going to be controlled? Click the link below for temperature control charts, which may be useful.
  • Have all food handlers received food hygiene training? Click here to search for food hygiene trainers in the Norwich area.
  • Will the business be in catering or will you be a food manufacturer? You will need to do more if the food you provide is not intended for immediate consumption (ie determine its shelf life).
  • Do you need a licence to sell alcohol?
  • Have you described the food accurately?

It will be necessary to comply with food hygiene legislation. The Food Standards Agency website has helpful booklets on food safety, food hygiene and the new food safety regulations.

Information for businesses from the Norfolk Better Regulation Partnership
The Norfolk Better Regulation Partnership is an alliance of the seven Norfolk district authorities, Trading standards and the Fire Service. It has produced two resource packs for businesses that provide food and accommodation information, as follows:

The Better for Business food pack has been produced to help you run your business and the information contained in the pack is available to download from the links below. It deals with important topics that you need to know about and it should be particularly helpful for small and start up food businesses. The subjects covered are:

Essential food information.
Essential health and safety information.
Trading Standards Law - an overview for food businesses.
General food labelling.
A guide to civil and e-commerce law.
Fire safety and checklist.
Useful contact details.

If you have any comments please forwarded them to any of the organisations detailed in the contacts page within the pack.

The Tourism accommodation providers pack includes information such as health and safety, licensing and fire safety to help support small and medium sized businesses that provide accommodation for tourists visiting Norfolk.

Health and safety
Food safety
Trading standards - general consumer law
Trading standards - fair trading legislation
Trading standards checklist
Licensing information
Fire safety
Useful contacts
Other useful information

Forms to help you start your food business
Most, if not all of the other forms you will need to run your food business successfully are included in the Safer Food Better Business pack available free from the Food Standards Agency website. However, you can download a selection of other forms from here including:


Food hygiene training

The law requires that food handlers are supervised and instructed and/or trained to a level which is appropriate to their duties, For example, a supervisor will need a higher level of training than the people they supervise.

The law does not mean food handlers must have received formal training. However, a certificate saying they have passed a recognised course is evidence they have complied with the law.

The following is a guide to the level of food hygiene training considered appropriate:

  • Food handlers - Level 2 (formerly Foundation).
  • Supervisors - at least Level 3 (formerly Intermediate).
  • Managers and proprietors - Level 4 (formerly Advanced).

In addition to this general training requirement the law also requires that those people responsible for developing and maintaining food safety management systems are specifically trained in their application (see Safer Food Better Business)

We recommend food handlers receive refresher training every three years.

More information is available form the Chartered Institute of Environmental Health (C.I.E.H).

To find a course at an accredited training centre in your area go to www.cieh-coursefinder.com


Guidance for childminders

If as a childminder you give food to a child in your care, the food hygiene legislation will apply to you. The information in the booklet (see link below) will help you comply with the requirements of the Food Hygiene (England) Regulations 2006, and more importantly, take the necessary steps to ensure the food you serve is safe to eat.

Feed them Safe information leaflet


Sampling

We monitor the safety of food on sale and produced in Norwich. We have our own sampling program and we work with other regional and National agencies to check on the safety of foods. The data obtained contributes towards the understanding of food contaminants and the control of pathogens and influences national policy. We also sample water in the area to make sure that it is safe to drink and also that it is safe for food manufacturers and caterers to use.


Food poisoning

Food poisoning occurs after consuming contaminated food. People with food poisoning may have a range of symptoms but the most common are abdominal pains, diarrhoea and vomiting. Bacteria, viruses or the toxins naturally present in fish or plants are usually the cause food poisoning. Metals and chemicals in food can also be the cause. A faecal specimen is nearly always required for a positive diagnosis.

The council works with the Health Protection Unit to investigate approximately 300 cases of suspected food poisoning every year. We also investigate many complaints from people who believe that something they ate made them ill. Often it is not the last thing they ate that was the problem. Many pathogens take up to 72 hours for symptoms appear.

If you think your illness has been caused by food from a local business then call 0344 980 3333 for further advice.


Outbreak control

Every year there are between 5 and 10 major outbreaks of gastroenteritis in Norwich. Most affected are residential homes for the elderly and schools since the elderly and the young are generally the most vulnerable. Occasionally outbreaks happen as a result of contaminated food at functions like wedding receptions. Most outbreaks are caused by viruses eg “winter vomiting virus” the causes of which are not necessarily food borne but may be due to an infected individual.

Officers work closely with the Health Protection Unit to investigate the probable cause and to control the spread of infection. If the problem is due to the fault of a food business, legal action such as a prosecution can result.

If you or someone you know is part of an outbreak call 0344 980 3333 for further advice.


Are you in vulnerable or a special risk group?

Vulnerable groups of people are generally considered to be those who are easily susceptible to illness. These people include the elderly, the very young, women who are pregnant and the immuno-supressed ie those who are already ill or on certain medication.

In general, if you are unwell with a gastrointestinal infection you should stay away from work until symptom free. However, some groups of people pose a special risk of spreading infection and should stay away from work until some time after being symptom free. Just how long will depend on the organism but generally the period for these people is 48 hours after their symptoms stop.

People who pose a special risk of spreading infection include those who are food handlers and those that work closely with vulnerable people (such as healthcare workers and nursery staff). These people have a duty to tell their employer as soon as they are unwell and, if exhibiting food poisoning symptoms, must stay away from work.

Remember to mention to your GP you are in a special risk group since it is possible to pass on an infection even when you feel well.


Food-borne diseases

The food team is committed to the reduction of food-borne illness, not only in food businesses in the city but in the community at large. We operate a food premises inspection program, help control and investigate outbreaks of viral gastroenteritis and food-borne diseases as well as organise local initiates to help educate the public.

Improving food safety is very important in the fight against communicable diseases. This is because food can be both a source of food poisoning organisms (ie the bacteria present on raw meat and vegetables) as well as being a vector of disease – providing the means whereby bacteria and their toxins can enter the body when we eat food.

Bacteria can grow in number on high-risk food from harmless levels to levels where illness results (food poisoning). Some bacteria are so infectious they only have to be consumed in small numbers and so don’t need to grow on food to cause illness. Here, preventing bacteria from crossing from contaminated food to food which is about to be consumed (cross-contamination) is crucial. Two examples of such bacteria are E.coli 0157 and Campylobacter.

There are four principle ways to control food-borne illnesses. Known as the 4Cs these are:

the 4Cs

You can find out more about food safety and preventing food-borne infections from the Food Standards Agency (FSA) website.


High-risk food

High-risk foods require special care during their transport, storage, preparation and display since food poisoning can easily result if they are become contaminated or are left in conditions that promote the growth of bacteria.

The definition of high risk food is: ‘Those foods which, under favourable conditions, support the multiplication of pathogenic bacteria and are intended for consumption without treatment which would destroy such organisms’.

Foods within this definition include: All cooked meats and poultry; cooked meat products including gravy and stock; milk, cream, artificial cream, custards and diary produce; cooked eggs and products made with eggs (although not pastries or cakes); shellfish and other


The ultra-violet hand-washing cabinet

The food team has an ‘effective hand-washing’ demonstration kit available for loan, which includes a hand inspection cabinet using UV light and glow gel, a six minute video, information sheets, poster and stickers.

ultra-violet hand-washing cabinet
Ultra-violet hand-washing cabinet

16 schools have so far borrowed the kit and about 2,600 children have benefited from taking part in hand-washing lessons.

Dowson First School said “Great. Thanks. A good stimulus for work in school. Nice stickers.”

Taverham Middle School said “Super. Children loved it and made the point very effectively. The video was very good and the kit very helpful in getting the message across. It fitted brilliantly into health & fitness week.”

The cabinet has also been used by The community learning mentor, department stores (as part of their in-house hygiene training) and local restaurants. The cabinet was also received very well during 'Food Safety Week' and the Royal Norfolk Show.

If your organisation would like to borrow the equipment please contact the food team on 0344 980 3333 or email ehealth@norwich.gov.uk