Elmbridge Borough Council collects nearly a quarter of a million bins every fortnight: 63,000 refuse bins; 57,000 recycling bins; 106,000 food waste bins; and, 18,000 garden waste bins.
We take it for granted – and rightly so – because our bins are collected week in week out on the appointed day. This has been the case for many years. Okay the odd bin is missed – around 300 (1%) each day but they are almost always collected later that day or within 48 hours. Last week the service was back to the standard we have been used to for years and this week it looks as if the new service will surpass the previous record of Veolia. But what on earth happened in the last eight weeks?
Why did Elmbridge change the service provider?
In short, to improve quality and reduce costs. The collection of waste is shared between Elmbridge borough and Surrey county. We collect and Surrey disposes. We could provide a better service at less cost if only one or other of us did the whole task but the national government does not allow us to do that. Elmbridge’s contract with Veolia was approaching its end as to a lesser extent were the contracts of the other members of what became the Joint Contract.
So we did the next best thing. We joined with three other boroughs (Mole Valley, Surrey Heath and Woking) along with Surrey county, to provide a better service at a lower cost. It has been planned for over four years with all eight political parties at Elmbridge being in agreement. Joint Contract was advertised nationally and internationally. After exhaustive testing Amey was chosen as the new provider. It was chosen not because it was the cheapest (it wasn’t) but because it appeared to offer the best quality of service.
What went wrong?
The week before the new contract came into effect, the service level for waste collection was running at 99.6%. At present the service is running at 99.5%. Veolia’s contract ended on Friday, 2 June. At midnight the contract passed to Amey. All of the Veolia staff were able to transfer to Amey (under TUPE Regulations) and many agreed to do so. However, under the law staff are not compelled to work for the new provider, even if they said they would. Unfortunately, six drivers did not turn up on the Monday. From the first day a quarter of the drivers were not available. Of course, backup agency drivers were brought in immediately but they cannot match the productivity of the drivers who knew the rounds well.
Why did we let ourselves be the guinea pig for the new contract?
The four boroughs in the scheme are joining at different times to coincide with the ending of each borough’s existing contractual arrangements. Elmbridge was first and Woking will follow in September. Being first – if it all goes well – can be an advantage but what if mistakes are made in Elmbridge but any lessons learnt only benefit the other boroughs? To avoid this, it was suggested that Elmbridge might extend its contract with Veolia another year but this is not possible under public service tendering rules. Indeed Veolia did not bid for the current joint contract. It is already clear that Amey will treat Woking differently given that lessons learnt in Elmbridge.
What happened to the food waste collection?
Veolia collected food waste along with the refuse and recycling using one vehicle. One week it would be food and refuse together and the next week food and recycling together – using separate compartments in the vehicle. Amey planned to separate food waste collection from the other collections. The reasons that Amey proposed this change was so that for each type of collection, be it refuse or food waste, a specific vehicle could be used thus optimising effectiveness. With a hybrid waste vehicle, one which has two or more separate collection spaces to keep them separate, one collection space will fill up before the other does. This increases the number of trips to the tips. In changing the food waste collection Amey under provided the number of food waste collection rounds needed and subsequently had to increase the number from 3 to 5.
There are 10,000 food waste bins to be collected each day in Elmbridge. Amey calculated, using their experience in similar locations elsewhere, that there would need to be three vehicles and thus Elmbridge was divided into fifteen rounds (three rounds a day for a week). Unfortunately, on the first day only 65% of the food waste was collected. Could this be a resource problem or the lack of good knowledge of the local area? After the first Monday, the judgment was that it would improve the next day. On Monday night there had been a storm thus making Tuesday’s collection difficult. It was decided to take a view after Wednesday. Because the collection rate had averaged 65% for three days it was decided to increase the number of food waste vehicles in week two from two vehicles to four vehicles.
It seems easy just to add an extra vehicle but Elmbridge had already been divided into fifteen rounds for food waste – now it had to be divided into twenty. Each round taking as much time to collect from as any other round. The staff now would have to deal with completely different rounds – even though effort was put into making them as similar to the previous week’s round as possible. By the end of week two the food waste collection rate was up to 80%. So another vehicle – making five vehicles – would be added for week three. The rounds had to resized again because now there were twenty-four rounds across Elmbridge.
From week three the food waste collection level approached normal standards for nearly everyone but Elmbridge has a great number of hidden places – some not so hidden. Whole streets in some cases remained undiscovered. Marked out maps proved beneficial. Despite this the missed bins operation was overwhelmed.
Why was my block of flats missed?
It is one thing to not to be able to locate places like “Hidden Cottage” and “Rogue’s Roost” but how could you miss a block of flats? Or collect from three blocks but not the fourth? Veolia used to collect waste from blocks of flats using dedicated vehicles. Amey decided to integrate these locations in the normal rounds – they could be emptied by standard vehicles. Although access to many blocks are relatively simple, some can be problematic, others have access restrictions. If no-one was available to make access possible then they had to be missed until such time as access could be gained. These difficulties compounded the delays involved in the rounds.
What happened with collecting the missed bins?
Usually, the number of missed bins is very small and they can be collected on the day or the next working day. Part of Amey’s proposed service was to introduce an integrated missed-bin collection service. A resident would make a request for a missed bin to be collected online (or call customer services and it would be done on their behalf) and this information would pass directly to the cab driver. Such a system was envisaged to allow for missed bins to be collected within hours rather than days. Unfortunately, the system was not finished before the contract began and the old system had to used. Combined with the large number of missed bins the usual collection system became overwhelmed.
Why did the catch-up take so long?
The necessity in the early days of the Joint Contract to catch up on a large number of missed bins and missed roads and the under resourcing of certain aspects of the collection teams placed enormous pressure on the daily collection system which has only reduced following the provision of additional resources.
Amey quickly began to increase overtime working later in the afternoon and on Saturdays. However, the recent planning conditions place on the use of the depot meant that the usage of the refuse trucks could not be maximized. A school has been built on the route to the depot and access to the depot is not allowed during school pick and drop-off times. Whilst under normal working conditions this is this planning condition is an inconvenience. However, in times of maximum catch-up it makes a big impact on the depot.
Why were garden waste bins left behind?
Amey collection teams were provided with information on had paid their subscriptions for garden waste collection but found it difficult to apply these at street level and ended up collecting all garden waste bins regardless of whether or not they were on the list of payers. This added more time to the completion of the rounds and in Amey collecting more garden waste than they were contracted for requiring additional trips to the tip.
The additional time spent on the rounds resulted in rounds not being completed and whole roads being missed.
What happened to communications?
Clearly Elmbridge borough should have the contact details of every household in Elmbridge easily available. But until the last six months this has not been seen as important. Had the borough had this information residents in particular streets or block of flats could have been kept up to date (for example by email) as the situation changed around them. It is bad enough not having one’s waste bin collected but not knowing what is planned to make matters right can be even more frustrating.
What will be done about the level of service in June?
Clearly Elmbridge, through the Joint Waste Solutions (acting on our behalf) will be discussing with Amey the compensation that will be offered considering the poor service in June and the less than acceptable service in July. Compensation will be agreed based on the 15 Key performance Indicators set out in the Joint Contract.
Where are Elmbridge now with collections?
As of 4 August 2017 the performance of the waste collection service in Elmbridge has significantly improved. Of the 120,776 bins that were due to be emptied last week, missed collection reports from residents indicate that 99.3% were emptied on time. Of the bins that were missed, the majority were returned to within 48 hours.
While this is a considerable step forward we know there is more to do to reach the 99.9% collection target and the teams at Elmbridge Council, at Joint Waste Solutions and Amey are continuing to work hard to achieve that. Any remaining gaps in knowledge and information about the routes and properties are being identified and addressed, so every day the crews are becoming more familiar and knowledgeable about their routes.
The transition to the new contract has been more challenging than anticipated and the Council are very sorry for the inconvenience this has caused some of our residents and continue to be grateful for resident’s understanding while the issues are being addressed.
We are confident that the service is now on the right track. Elmbridge Council will continue to work together with Joint Waste Solutions and Amey to reach the target and deliver a high performing collection service.
If your bin is missed please report it via the website or call us and Elmbridge Council will make sure that it is emptied as quickly as possible.