Council Brands New Waste Collection Service “Wholly Unacceptable”

Elmbridge Borough Council has branded its current waste collection “difficulties“ under a new contract with Amey, as “wholly unacceptable”.

The Council has issued an apology to residents, who have been experiencing a backlog of waste collections associated with the start of the waste collection contract, which commenced two week ago.

“We recognise that this is not the service you or we expect and it is wholly unacceptable,” the Council stated. “Our new contractor is not yet meeting the standards of service we require and we are working hard with Amey to ensure that they are doing all they can to improve the service.

“We have asked Amey to work for as long as possible each day in order to fully cover the collection rounds and to deal with the backlog”

“We remain confident that Amey will deliver the full service to the high standards we require but we are currently focussed on getting them to deal with the backlog of missed collections.”

A spokesperson for Amey apologised to residents for the inconvenience, saying the backlog was due to a number of significant changes. It said it is confident the service will continue to improve as the new routes and ways of working become established.

“This week Amey’s performance has been improving and the vast majority of refuse and recycling is being collected on the correct day,” the Council said. “There are some individual and localised problems with garden waste and assisted collections but the main issue is food waste, particularly as we now have hot weather.

“Amey have deployed catch-up crews across the Borough to deal with the accumulated missed food waste collections.  Once they are on top of this they will move on to individual missed bins of all types, including garden waste.  We appreciate that everyone is anxious to dispose of garden waste at this time of year. We would like you to leave your bins out and visible until such time as they have been emptied.

“We have asked Amey to work for as long as possible each day in order to fully cover the collection rounds and to deal with the backlog.  We have also planned extensive catch-up days for the next few days when Amey hope to cover as many missed roads as possible.  This should deal with most of the understandable frustrations and put the service into a more sustainable and acceptable position.”

A spokesperson for Amey said: “We are sorry for the inconvenience caused to Elmbridge residents and are working closely with the council to address any outstanding issues.

“We have made a number of significant changes to the way waste services are delivered in Elmbridge. These changes, which were introduced just two weeks ago and include reorganised routes for refuse and recycling, as well as food and garden waste, take time to bed in.

“We are confident the service will continue to improve as the new routes and ways of working become established. We are bringing in additional resources daily to back up our regular routes while they become established.”


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  1. Horses for courses. Blows a hole in the argument that refuse collection is easy. It only looks that way when provided by a Council or Contractor that has the expertise.

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