Response details:
Dear Cllr Stephanos Ioannou,
Thank you for your enquiry.
The Waste Operations team has advised me this may have been an oversight of the temporary collection crew members and they would have marked the bin as not out. The Waste Supervisor has spoken with the collection crew and reminded them of the standards we expect when working for Enfield Council and the need to pay due care and attention to ensure all bins are collected on the scheduled collection day when presented by 5:30am. He has placed memos in the crew packs as a reminder of your constituents food waste collection and the collections will be monitored for 8 weeks. They apologise for the missed collections and inconvenience this may have caused your constituent.
I hope I have answered your enquiry.
Yours sincerely Complaints and Information Coordinator
Environment and Communities Department
Original enquiry description:
I would like to report to you a missing bin collection, which at first seems quite simple but which has turned out to highlight a complete breakdown in communications and systems within the council.
To make it easier to follow I will use bullet points to trace the chronology. On Monday 15th Jan our food recycling was not collected I tried to report it using the council website. I could not because the email system did not recognise my password. This has happened before and even when I tried to change it the website would not respond. So, I phoned in. After the usual 5-10 minutes waiting to be transferred to someone to speak to, they told me they would report it to the waste collection department. I was given a reference number, 101000692760 and told it would be collected within 48 hours. I received an email confirmation. After 48 hours and no collection I phoned again and went through the same procedure. This time the council employee told me they would? escalate? it and again would pass it on and it would be collected within 48 hours. Reference number 10100372510 Again, nothing happened. On Monday 25th Jan. I had placed the bin in a very obvious position at the top of my drive expecting it to be finally collected. It was not! In exasperation I again phoned the council. They apologised and said that the collectors had reported that the bin had NOT been placed outside! Once again, I was told it would be reported to the customer services manager and they would phone me. They didn?t. ?and after another 48 hours it still had not been collected. The bin had now been outside for more than 10days and stinks and has maggots in. I have had to repackage it and put it in the black bin for collection next Monday.
What on earth is going on? There seems to be no communication between departments at the council and lots of empty promises. I would be most grateful if you could follow this up and let me know what the waste collection people and customer services have to say.
NB I should say that each person I spoke to on the phone was extremely courteous and helpful.