Meeting documents

Mark Sturgeon (Lead Contract Manager, Serco) will be in attendance to provide an update on roll out.

In light of the attendance of external representatives at the meeting it was agreed that Item 5 - Roll Out Update - be taken as the first item of business.

The Chairman welcomed Tim Guile and Mark Sturgeon, representatives from Serco, to the meeting. Tim Guile provided an overview of the roll out of the joint waste collection service in Chiltern and Wycombe and emphasised that in light of the significant level of service change implemented, it was considered that the roll out was going well overall. Although complaints had been received, positive feedback had also been provided.

The Committee expressed significant concern regarding the high level of complaints received from residents relating to: missed waste collections; overflowing bins; reports of poor behaviour from collection crews; level of abandoned phone calls; receptacles not being put back correctly and food waste container lids being left open.

There was a particular problem with recurring complaints which had not yet been resolved. A sample of some complaints received was circulated and those concerning the collect and return service were highlighted in particular since they impacted vulnerable residents. There were also concerns regarding the negative media coverage. Members emphasised that the problems identified needed to be resolved as a matter of urgency.

Members acknowledged the positive work being carried out overall, but emphasised the importance of resolving recurring complaints. Although the overwhelming majority of residents were receiving a good service, the recurring complaints received from a small minority of residents had a significant impact on the perception of the waste collection service generally.

The representatives from Serco noted the feedback provided and stated that they would aim to resolve the issues raised by the Committee by the end of December 2013. They pointed out that missed collections were not always due to a failure by Serco. It was noted that Serco had already utilised additional resources from other contracts to help resolve some of the difficulties experienced. A further review of the resources in place for rectifying recurring complaints would also be conducted, with a view to providing additional resources, if required.

In response to reports of poor behaviour of some waste collection staff, it was advised that overall the staff were doing a good job, however Serco would investigate all reports of poor behaviour thoroughly, and where evidence was provided appropriate action would be taken.

Regarding difficulties experienced with vehicles unable to reach properties due to access restrictions it was advised that the collection vehicles used were considered appropriate and that additional information regarding access was being collected in order to modify routes and resolve the problems experienced.

It was agreed that a further partnership meeting would be held in December 2013 and January 2014 to enable representatives from Serco to provide an update to Members of the Joint Waste Collection Committee regarding the progress made in addressing the concerns raised at the meeting. 

RESOLVED -

That the update on roll out be noted.

Note: Tim Guile and Mark Sturgeon (Serco) left the meeting at 11:27 am.