First and foremost we, on behalf of Wealden District Council, wish to apologise to the households who have not received the high level service of waste collection that Wealden residents have rightfully become accustomed to and require.
Kier took over as contractor in April and maintained the previous rounds and collection method until July when it changed to what should have been an enhanced service ensuring more items are recycled at the kerbside.
While the majority of Wealden’s 65,000 households have received the correct service, there are a significant number that have not.
Apologies can only go so far. Residents have been asking what we are doing to rectify the problems.
Our conversations with Kier have been robust, both with local management and the Managing Director of Kier Environmental, and they have been and continue to put in considerable extra resources in staff and vehicles to bring the service levels back to normal.
The numbers of missed bins have reduced considerably but there is still more to do particularly in the more rural areas. The costs of these extra resources, including weekend working, will be paid for by Kier not the taxpayer.
The responsibility for the overall service remains with this Council and we would wish to assure residents that Wealden staff, councillors and Kier including operators on the vehicles, are working hard to rectify the problems.
We’ve been asked if there are extra charges to Kier for non–delivery of the contracted service. There are clauses in the contract which we have raised and are pursuing this with the contractor.
The volume of calls has put pressure on our contact centre in Hailsham.
Thank-you for your patience and we ask you to continue to report missed bins, by telephone or email, simply giving an address and postcode and the collection that’s been missed, so these can be logged and passed to Kier.
We will continue to work to restore the high service levels expected as quickly as possible.
Leader, Wealden District Council
Cabinet Member for Customer Services, Wealden District Council