Complaints increase by more than 400 per cent

THE NUMBER of complaints about the bin collection service in Basingstoke and Deane has increased by more than 400 per cent in the past year.

Since October 2011, Basingstoke and Deane Borough Council has been sharing its bin collection service with Hart District Council.

The number of complaints from Basingstoke customers in the 12 months since the launch has risen to 116, compared to just 23 the year before.

Councillor Robert Donnell, the borough council’s environment Cabinet member, said the increase in complaints was not acceptable, and he pledged to get tough with Veolia, the contractor responsible for collecting black bins, and kerbside glass recycling tubs.

“It is not acceptable for me to have any complaints around this because we are in the business of delivering a superior service to our customers,” he told members of the borough’s housing and environment committee, tasked with reviewing the joint service.

“We are holding Veolia to account. They have been given clear instructions around certain things such as crew attitude, and if this does not improve quickly or satisfactorily, we will request, as a borough, our contractual obligations that certain crews are removed from the contract.”

The most complained about part of the service, according to a report to the committee, was “crew attitude”, with 34 complaints in 12 months, followed by 17 about “bins not returned” and 13 about “driving issues”.

In a statement to The Gazette, Cllr Donnell said that an overhaul of the complaints system since the new-look service launched may have prompted the rise.

“The introduction of the new glass collections and the service changes we have made, may have initially prompted more complaints,” he said.

“In addition, we have also changed the way we monitor complaints. We now log complaints that come into our contact centre to pass on to Hart. Previously, we would often deal with these in-house or directly with Veolia.”

Comments (9)

Please log in to enable comment sorting

8:36am Sat 15 Dec 12

Upontheroof says...

Really?

I can honestly state that every time I see these guys at work they are running around and doing a splendid job. Therefore it has to be a problem with Management.

I'd like to see Cllr Donnell doing this job for a week. - Now that's really throwing down the gauntlet for the office bear!
Really? I can honestly state that every time I see these guys at work they are running around and doing a splendid job. Therefore it has to be a problem with Management. I'd like to see Cllr Donnell doing this job for a week. - Now that's really throwing down the gauntlet for the office bear! Upontheroof
  • Score: 0

1:49pm Tue 18 Dec 12

Pompey00 says...

I am disgusted by this!!! I am a bin man and I'm appualled that Robert donnell could say this when all he does is sit in his office and reads a bit of paper and agrees or disagrees with it. I would love to swap jobs with you for a day just to see how you would get on with it!! I give 100% to provide a good service and we get slated. It was ur proposal to bring the rule out about the side watse and you get us to take the brunt of the abuse while you sit happy in ur office!!! At the end of the day you have just put our moral at a all time low thanks very much and a happy Christmas to you mr donnell
I am disgusted by this!!! I am a bin man and I'm appualled that Robert donnell could say this when all he does is sit in his office and reads a bit of paper and agrees or disagrees with it. I would love to swap jobs with you for a day just to see how you would get on with it!! I give 100% to provide a good service and we get slated. It was ur proposal to bring the rule out about the side watse and you get us to take the brunt of the abuse while you sit happy in ur office!!! At the end of the day you have just put our moral at a all time low thanks very much and a happy Christmas to you mr donnell Pompey00
  • Score: 0

4:28pm Wed 19 Dec 12

Sam_Walker123456 says...

My own experience of waste collection in Basingstoke has been very positive. The household collection has improved considerably over the last 20 years. The latest addition of roadside glass collection is a welcome improvement to the service. An operation as large as Veolia cannot expect to get no complaints and 116, although an increase on the year before, is still very small compared to the number of properties visited each year. If I could expect to receive this level of customer satisfaction in any other organisation I come into regular contact with I would be very happy. I do not think that I have ever managed to complete my weekly shopping in any of the large supermarkets without something being wrong and giving me cause to complain.
My own experience of waste collection in Basingstoke has been very positive. The household collection has improved considerably over the last 20 years. The latest addition of roadside glass collection is a welcome improvement to the service. An operation as large as Veolia cannot expect to get no complaints and 116, although an increase on the year before, is still very small compared to the number of properties visited each year. If I could expect to receive this level of customer satisfaction in any other organisation I come into regular contact with I would be very happy. I do not think that I have ever managed to complete my weekly shopping in any of the large supermarkets without something being wrong and giving me cause to complain. Sam_Walker123456
  • Score: 0

10:04am Fri 21 Dec 12

The Champion says...

Ditto all of the above! I have never had a problem and the roadside glass collection is a godsend.

I wish all of our bin men a very happy Christmas and great New Year!

Thanks guys.
Ditto all of the above! I have never had a problem and the roadside glass collection is a godsend. I wish all of our bin men a very happy Christmas and great New Year! Thanks guys. The Champion
  • Score: 0

10:31am Fri 21 Dec 12

Buster Preciation says...

Upontheroof wrote:
Really? I can honestly state that every time I see these guys at work they are running around and doing a splendid job. Therefore it has to be a problem with Management. I'd like to see Cllr Donnell doing this job for a week. - Now that's really throwing down the gauntlet for the office bear!
What a strange comment. Complaints are up by 400% but because you have no complaints it must be a management problem?
The biggest areas for complaint are crew attitude and driving. Nothing to do with management there.
[quote][p][bold]Upontheroof[/bold] wrote: Really? I can honestly state that every time I see these guys at work they are running around and doing a splendid job. Therefore it has to be a problem with Management. I'd like to see Cllr Donnell doing this job for a week. - Now that's really throwing down the gauntlet for the office bear![/p][/quote]What a strange comment. Complaints are up by 400% but because you have no complaints it must be a management problem? The biggest areas for complaint are crew attitude and driving. Nothing to do with management there. Buster Preciation
  • Score: 0

11:29am Fri 21 Dec 12

Ding says...

My bin men are useless. Literally every time they collect rubbish i come home to find litter scattered across my front garden.
My bin men are useless. Literally every time they collect rubbish i come home to find litter scattered across my front garden. Ding
  • Score: 0

12:43pm Fri 21 Dec 12

Buster Preciation says...

So since B&D merged with Hart for waste collection the number of complaints in B&D has risen.
It would have been interesting to see what had happened to the number of complaints in Hart over the same period.
So since B&D merged with Hart for waste collection the number of complaints in B&D has risen. It would have been interesting to see what had happened to the number of complaints in Hart over the same period. Buster Preciation
  • Score: 0

1:03pm Fri 21 Dec 12

Upontheroof says...

Buster.
Your connected with the B&DC waste disposal management aren't you?
Buster. Your connected with the B&DC waste disposal management aren't you? Upontheroof
  • Score: 0

2:59pm Fri 21 Dec 12

Buster Preciation says...

Upontheroof wrote:
Buster. Your connected with the B&DC waste disposal management aren't you?
Not at all. I just wonder what evidence you base your conclusion on.
The story is based on 116 complaints and your conclusion is just based on your personal observations/views.
[quote][p][bold]Upontheroof[/bold] wrote: Buster. Your connected with the B&DC waste disposal management aren't you?[/p][/quote]Not at all. I just wonder what evidence you base your conclusion on. The story is based on 116 complaints and your conclusion is just based on your personal observations/views. Buster Preciation
  • Score: 0

Comments are closed on this article.

click2find

About cookies

We want you to enjoy your visit to our website. That's why we use cookies to enhance your experience. By staying on our website you agree to our use of cookies. Find out more about the cookies we use.

I agree