“No strategic approach” to waste in Northampton

The report, which was published last Thursday (May 29) stated that “the council provides a satisfactory service overall', awarding it a “fair” rating, but then revealed that residents' satisfaction with their waste collection was “low”.

“The council does not communicate effectively with all residents about the service,” it states. “It has not effectively addressed residents' concerns about replacing bins and recycling boxes after collection.

“It has not systematically assessed the needs of diverse communities and groups to effectively address their needs.”

As a result, the leader of Northampton borough council, Tony Woods, said: “I am particularly concerned by issues that demonstrate a lack of customer focus – and these will be addressed.”

The report expresses particular concern over issues associated with two of the council's programmes – classing side waste left next to bins as fly-tipping, and introducing nets that be bought to prevent plastic bottles and paper blowing out of residents' recycling boxes.

It states: “The council has sent long, confusing and complex letters out to 1,000 households about refuse and side waste, whether or not it was justified. It has not effectively communicated that nets are available at a small cost to cover recycling boxes, and so littering remains a problem.”

Since 2004 the council, which operates its waste and recycling collections in-house, has provided all homes with two boxes for recycling, with one for paper and cardboard and the other for plastic bottles, cans and foil, and the report indicated that it provided “good access” to recycling facilities, with 31 bring sites and banks also in place.

Strategic approach

While praising individual initiatives, such as introducing communal recycling facilities for people living in flats in the town's Spring Boroughs area and introducing plastic bottle recycling after residents asked for it, the report claims that “there is no comprehensive, strategic approach to developing the service based on customer needs.

“There has not been a coordinated approach to consultation to establish wider community needs. As a result, the service is not developing in a way which will consistently meet the needs of all users.”

In 2006-07 Northampton achieved a 37.22% recycling and composting rate, and, while acknowledging this success, the report calls for more to be done to highlight this achievement in its communications with local residents.

“The blanket approach to enforcement rather than a coordinated and pro-active approach to education and engagement risks alienating the public,” it reveals.

“The council does not regularly and systematically tie educational information on waste and recycling together with praise for the wider public for their good performance in reducing the amount of waste going to landfill.”

And, referring to complaints over the council's waste and recycling services, it indicates that “the council does not respond to or deal with complaints well.

“An analysis of complaints data shows that more than half of complaints have not been dealt with within the council's own timescales. There is also a recurring pattern of not contacting customers or responding to letters, phone calls and emails.”

Disappointing

Councillor Woods acknowledged that the council did need to take action on areas raised within the Audit Commission's report.

“The public have the right to expect their comments and complaints to be dealt with swiftly and courteously – we are here, after all, to serve them and to provide services that respond to their needs,” he said.

“It is disappointing that this high profile service has failed in this regard.”

The borough council's Cabinet is set to consider the report's findings at its meeting on June 2.