Waste and Recycling Customer Charter

Waste and Recycling Customer Charter

Waste and Recycling are continually looking to improve the way we provide services to our customers and have produced a Customer Charter that lists how we aim to do this.

We will:

• Collect your household rubbish once a week, on the same day.
• Collect your recyclable materials fortnightly, on the same day.
• Provide a free collection of green garden waste fortnightly, on the same day.
• Return within one day if we have not collected your waste due to our mistakes.
• Inform you of any changes of collection via our website and the press and/or local newspapers.
• Ensure that customers who have mobility problems or have specific needs are assisted with their waste collection.
• Ensure you can use our waste recycling centre at Endle Street from 8am-7pm during the summer and 8am-4pm during the winter, except for Christmas, Boxing and New Years day.
• Provide home composting bins for sale at a subsidised price.
• Work with our customers through the Waste Customer Engagement Group to improve our service.
• Survey our commercial waste customers on an annual basis and publish the results on our website.
• Make the Endle Street waste recycling centre a safer and more pleasant environment for users by reviewing materials collected, site access and availability.

Our aim is to:

• Reduce the number of missed collections to 38 per 100000 or less in 2008/09.
• Continue to raise awareness on waste and recycling issues with residents and businesses in Southampton.
• Ensure 100% of households receive a collection of at least 2 types of recyclable materials.
• Reduce the kilogrammes per head of population of waste produced in the city to achieve the 225kg target in the National Waste Strategy.
• Provide regular updates and information on our website, including details of waste collection dates by postcode.
• Work with residents to improve recycling levels, taking action against those who choose not to recycle.
• Work towards improving the environment through using alternative fuels where appropriate and training our staff.

Please note:where a time frame is specified this is working hours/days.

If you have a comment about service you have received please contact:

Waste Management and Recycling, Southampton City Council,
Town Depot, Albert Road North, Southampton SO14 5AT
Email: Actionline@southampton.gov.uk
Telephone: 0800 5 19 19 19 Minicom: 023 8083 2798

To find out more about our Customer Charters follow this link.