Agenda item

To update the Performance Monitoring Panel on the options to improve the reliability of the sack delivery service and consider options for the future.(report of the Director of Communities enclosed).

Consideration was given to the report of the Director of Communities which updated the Performance Monitoring Panel on the options to improve the reliability of the sack delivery service and consider options for the future.

The Head of Environmental Services attended to present the item to members and the Portfolio Holder for Environmental Services attended in support.

The Head of Environmental Services presented the report, and the following main points were highlighted relating to the current sack delivery service and the challenges associated with its operation;

• The service was governed by a published policy available on the Council’s website, which detailed the provision of sacks to households: 52 black sacks and 80 clear sacks per year, delivered twice annually;
• The service was operated by a single full-time driver and cost approximately £355,000 per year, covering the employee, vehicle, and sack costs;
• The service was managed manually using a paper-based system, and that staff absence was not covered, which could lead to delays in sack deliveries;
• Customers were encouraged to report issues via the Council’s website under the ‘Rubbish and Recycling’ section;
• The Council had made a strategic decision to transition to wheeled bins in line with the requirements of the Environment Act and as a result the sack delivery service would be phased out for most households. Terraced properties unable to accommodate bins would continue to receive sack deliveries under a revised model;
• Due to the transition, interim investment in changes to the existing system was not considered cost-effective. Nonetheless, officers welcomed feedback from members and acknowledged the need for improved communication with residents during the transition period.

Members considered the report and made the following comments:

• Members queried why sacks were delivered twice per year rather than once.
  • The Head of Environmental Services explained that this was a historical decision and could be reviewed.

• Members raised concerns about new residents missing sack deliveries.
  • The Head of Environmental Services confirmed that new developments were tracked through the Planning team and that all new residents, whether linked to a new development or not, could contact the Council to trigger a delivery.

• Members noted that the website did not clearly state that the allowance was a limit and queried the system in place for officers to track whether a resident had received their annual allowance.
  • The Head of Environmental Services responded that:
    • Deliveries were recorded manually, and data uploaded to a computerised spreadsheet for tracking;
    • Only 8 formal complaints had been received in the past year on the matter, despite 90,000 deliveries; and
    • If required, additional clear and black sacks can be  purchased from retail outlets.
  • Members noted the 8 formal complaints but wished to be advised of the number of notifications submitted by residents regarding missing sack deliveries.
    • The Head of Environmental Services responded that enquiries would be made with the PSPS Customer Contact regarding the availability of the requested data.

• Members queried the course of action where sacks had been taken by a third party prior to the resident being aware of the delivery.
  • The Head of Environmental Services responded that a pragmatic approach to individual cases would be taken.

• Members stated that a previous analysis of the current system had rendered it to be effective and efficient and emphasised the need to maintain an efficient delivery model for those properties that would continue to require sacks.
  • The Head of Environmental Services acknowledged the feedback and confirmed that a suite of policies would be developed to support the transition to wheeled bins. The importance of engagement, communication and managing expectations was reiterated.

• Members noted a deterioration in the quality of sacks currently provided.
  • The Head of Environmental Services confirmed that sack specifications would be reviewed during the next procurement exercise.

• Members concluded that improvements to communications and publicity to clarify expectations and reporting methods was key in providing a solution to the issues faced by residents. It was also suggested that Parish Council Clerks and District Councillors be fully briefed in order to assist with direct enquiries from residents.

AGREED:

1)    That the panel notes the report; and

2)    That feedback from the Panel relating to the requirement for improved communications and publicity be noted.