There have been many posts on local Facebook groups recently about missed bin collections. As the recently appointed Portfolio Holder responsible for Waste Management, I wanted to explain what has happened, apologise for the disruption, and outline what we are doing to improve the service.

Firstly, I would like to apologise to everyone who has been affected. I fully appreciate how frustrating missed collections are, particularly during the recent spell of exceptionally hot weather. In fact, my own bins were missed the Friday before last and are still sitting outside waiting to be collected.

The week commencing 22 June was particularly challenging for the service. Around 30 of our 214 waste staff were unavailable, and the extreme temperatures made it more difficult for crews to complete all scheduled rounds safely. As a result, some collection rounds could not be staffed and others could only be partially completed. The crews and managers worked extremely hard to minimise disruption, but difficult decisions had to be made to ensure staff could work safely in the conditions.

Additional crews worked over successive Saturdays to help clear the backlog, but ongoing staffing shortages have made recovery difficult. The waste service normally collects more than 50,000 bins every day, so catching up on missed rounds while maintaining normal operations is a significant challenge.

One of the biggest issues we face is staffing. We are reliant on staff volunteering to work overtime and we continue to use agency workers where possible, although experienced drivers with route knowledge remain particularly important to the service. We are actively recruiting and have a recruitment open day next Saturday, so if you know anyone looking for work, particularly someone with an HGV licence, please encourage them to apply.

Since taking on this role in May, I have asked officers to review the decline in service performance over the last 12 months and identify the underlying causes. That work is nearing completion and will be accompanied by a plan of action to address the issues.

We are also looking closely at the data behind missed collections (whether that is staffing levels, vehicle breakdowns, weather, access issues, etc) to identify recurring problems, understand where disruptions are occurring most frequently, and ensure resources are targeted where they are needed most. Early analysis has already highlighted that some routes, particularly in areas that have seen significant housebuilding, have not been adjusted to reflect growing demand. Those routes are now being reviewed but reorganising routes is a huge undertaking so it will be rebalanced alongside the changes to the service in the Autumn rather than doing it now only to repeat the exercise in a few months (I will post separately about the incoming changes).

Alongside this we are looking at ways to improve communication with residents. One option being explored is an upgrade to the software that would allow residents to receive postcode-based updates when collections are delayed and when they are expected to take place. I know that the lack of information has been a major source of frustration for many people.

I know these are all issues that “if this was a business in the private sector it would be resolved in 27 seconds or people would be sacked” but, since the service came back in house from ANSA, the team has been firefighting and have not had time to step back and look at the big picture. We have now employed a new team leader to reduce pressure on the management so that analysis work can be done and I am expecting that information and the associated actions to resolve the issues imminently.

I appreciate that this does not solve the immediate problem for residents who are still waiting for collections, but please be assured that the council recognises there is an issue and is committed to improving the reliability of the service. I will continue to provide updates as this work progresses.

Once again, I apologise for the inconvenience and thank you for your patience and understanding.

Cllr Dave Jefferay

Portfolio Holder for Waste Management