Communicating with Veolia

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Permalink Reply by Alan Stanton on August 4, 2012 at 13:59

I'd suggest, Isabelle, raising this formally with the Waste Management Team in Haringey's Environment Department - who are technically "the client" and have the job of holding Veolia to account.  I spent twenty fruitless minutes trying to find their email address for you. The Environment Department now goes by the pretentiously daft name of: "Place and Sustainability Directorate". (If it wasn't serious it would be hilarious.) Anyway, you can fill in an online complaint form here:  Haringey's Environment/complaints/az_pages.htm

I'd suggest you also email your three ward councillors. If you don't know who they are, enter your postcode on this page: http://www.minutes.haringey.gov.uk/mgFindCouncillor.aspx

(Tottenham Hale ward councillor.)

P.S. In the far east we've still got the pleasures of the fortnightly collections to come!

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Permalink Reply by Isabelle on August 4, 2012 at 16:01

Thanks Alan. It's going to be a hassle to retrieve emails and list what really happened; emails are easy but I haven't kept notes on the actual collection days, I just happened to notice things as I'm often at home and also spoke to the neighbours. But I will start keeping a written record and, if things don't improve, will talk to the elusive "client".

We do have fortnightlies here too for the general bins but, as far as I know, all the greens and food should be taken weekly (especially when they get full, which is what happened) – this system was implemented earlier this year. Lately it's been collected randomly (and sometimes missed altogether) and now even the complaints route is going wonky. I will phone them next time and see if speaking to a human being makes a difference, I've stuck to emails so far as I thought it's best to keep track of what is said.

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Permalink Reply by Alan Stanton on August 4, 2012 at 21:40

It's a pain, but if you want to be certain, Isabelle, you can do belt-&-braces. In other words, phone, jot down the reference number they give you, and then send a 2-line email confirming your call.

I find email works for a single missed collection. But as your problem was going on and affecting the whole street, do speak to a human. I've found Veolia staff very helpful.

I know that e-government e-gurus say it costs more. They may be right. Although they would say that wouldn't they? In any case, judging by their written style, none of them would ever pass a Turing Test. 

If Veolia continue to mess-up collections in your whole street, I'd still urge you to let all three of your ward councillors know. Especially if they happen to be Labour councillors, a few of whom seem to be in denial about problems with the new system.

(Labour councillor Tottenham Hale ward)

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Permalink Reply by phippsofacto on August 5, 2012 at 20:02

I have just used the Haringey complaints link (thanks Alan) and a Veolia one from the Haringey Refuse website.

Cavendish Road got missed last Thursday, bins overflowing yet again, and stinking the place up.

Surely there is an SLA in place for these cowboys? Maybe a Freedom of Information request is in order? I might submit one.

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Permalink Reply by Isabelle on August 5, 2012 at 20:12

A friend in Wightman Road says theirs got missed last Thursday too. Their bins are also overflowing with rubbish (I saw them). And to think that, a little while back, the council gave their landlady a written notice to keep the front garden clean... Disjointed system.

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