Joint Waste Contract

Portfolio Holder’s Update to Cabinet on new waste contract - 4 July 2018 

"You will be aware that since April/May we have experienced some issues with our waste collection service. After a robust meeting I wanted to reassure you that the backlog of missed collections is decreasing and going forward, that an action plan has been agreed with Amey, to resolve these problems.

The Amey team believes, that a number of factors contributed to the drop in service level, including issues with holiday planning for drivers compounded by a national lack of temporary driver availability. There were also IT problems with reporting missed collections plus roadworks throughout the borough and delays in tipping loads at the Surrey waste depot. In addition, the unseasonably warm weather has resulted in higher tonnages of garden waste than is usually seen at this time of year. Plus the crews have been emptying garden waste bins that have been left out even though the subscriptions have not been paid.

To address these issues, Amey are undertaking a number of operational and IT improvements, including the way in which staff leave is managed, training more existing staff to be drivers and rolling out improvements to the in-cab devices so that repeated missed collections and assisted collections, are flagged to the crews and missed collections can be closed down in real time. In addition an extra garden waste vehicle has been introduced and Amey are reviewing subscription data to ensure that they only collect from households which have paid for the service.

We have already, since our meeting, seen some improvements and will continue to monitor performance to ensure that the stability of the service improves over the coming weeks.

To keep you informed, a further in depth meeting, has been planned to ensure continued momentum, so that our residents, in Elmbridge, receive the quality of service that they have always historically received and expect."


If your bin has been missed please report it here.

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