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Service from Basingstoke bin collection provider 'below expectations'

Picture credited to Basingstoke and Deane Borough Council

Basingstoke and Deane Borough Council says the level of service from its bin collection provider has 'fallen below its expectations'.

The council's apologised to residents who are facing problems having their rubbish and recycling collected, saying it's working with Veolia to resolve the situation.

If your bin hasn't been emptied, the advice is to check when the next collection's due to take place, although residents are being assured most missed collections are being sorted within 24 hours.

Basingstoke and Deane Borough Council’s Cabinet Member for the Environment and Regulatory Services Cllr Hayley Eachus said:

“We continue to experience operational issues with bin collections in some areas of the borough. The level of service provided by our contractor Veolia has fallen below the expectations of the council and its residents and it has been made clear to Veolia that this fall off in performance is unacceptable. 

“Every week we continue to collect approximately 155,000 grey and green bins, garden waste bags and glass recycling boxes and bins, however some residents are experiencing delays in these collections. Of those bins, bags and boxes not collected on their scheduled day most are being collected within 24 hours.

“We apologise for this inconvenience and would like reassure residents we are working with Veolia to address these issues and notices requiring improvement have been served. 

“The issues have focused around vehicle breakdowns and staff shortages, a problem being experienced in other areas, and Veolia is working hard to resolve these.

“Additional vehicles have been brought in to support the service and the company is working with agencies to recruit to the vacancies. Existing staff are working additional hours, including Saturdays, to catch up on collections. 

“If bins, boxes or bags are not collected on their scheduled day we ask residents to leave them out and check our website for confirmation. 

“This is where we are listing incomplete rounds and clarifying estimated collection dates, with an aim to provide a full update for the day by 9pm. If a street is not listed or residents cannot access the website we ask them to call the Customer Contact Centre on 01256 844844. 

“The new joint waste contract will start on 1 October and Veolia and our new contractor Serco are working together to ensure a smooth transition. 

“Once again we apologise for the inconvenience caused to those residents affected and we will continue to seek to have measures implemented that will return the service to normal as soon as possible.” 

For updates on collections head to Basingstoke and Deane Borough Council's website.

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