Refuse and recycling customer service standards

We provide an integrated recycling and refuse collection service to every property in the Borough.

We provide a range of waste minimisation initiatives such as recycling sites, chargeable bulky waste removal and a chargeable garden waste collection service.

Wheeled bins and recycling bags/box collection service

We will, once a fortnight:

• Empty household waste from black wheeled bin (or black sacks where authorised)
• Empty recycling bins and collect recycling bags
• Empty brown wheeled bin (garden waste) if you subscribe to this service (except for a short time over the Christmas period).

All collections are made from the customer’s side of their property boundary where it meets the public thoroughfare and must be in place by 6am on the specified day (except where the customer/property qualifies for an ‘assisted collection’ where alternative arrangements are made).

When you	We will	Within (timescale)
Report that we have missed a collection online	Log your form and make arrangements to collect it	Your refuse or recycling will be collected within 24 hours
Request assistance with putting your wheeled bin, recycling bags and box out for collection	Log your request and either arrange a visit or make a decision over the phone	We will get back to you within 24 hours of your call and if you need assistance it will be in place within 1 week
Request collection of bulky waste	Inform you of your day of collection. Please note: Restrictions apply. White goods may be removed at a different time to other bulky items	Collected within a week
Subscribe to the garden waste service	Deliver a brown wheeled bin to you Start collections	14 days 10 days

We will strive to ensure our customers are satisfied with the services we provide.

We will	Measure
Provide a prompt service	Satisfaction rating where customers rate us positively against this standard
Ensure staff are fully trained and knowledgeable about our services	Satisfaction rating where customers rate us positively against this standard
Provide a friendly and efficient service to all customers	Satisfaction rating where customers rate us positively against this standard
Provide useful and relevant information where appropriate	Satisfaction rating where customers rate us positively against this standard
Where possible and appropriate resolve the problem to your satisfaction	Satisfaction rating where customers rate us positively against this standard