Rubbish and recycling service update

Rubbish and recycling service update

We would like to apologise to all our residents who have experienced delays to their rubbish and recycling collections in the last few weeks. This service is one of our highest priorities and we fully understand how frustrating it is and we would like to assure you we are doing everything we can to resolve the situation as soon as possible.

Earlier this year we awarded an eight year waste collection contract to Biffa. As part of the new contract, a number of changes have been introduced to make the service more efficient, but Biffa has experienced some problems implementing these. Biffa is committed to resolving the issues and is working hard with us to sort this out, including carrying out additional collections and using more vehicles.

The problems are due to a combination of drivers operating new vehicles, learning how to use the new onboard technology and getting to know the new collection routes. This has led to collections being delayed or missed in some areas of the district.

Residents should still present their bins on their normal day of collection. If the bins have not been emptied at the end of the day, please leave the bins out for collection and they will be emptied as soon as possible. Our aim is to have cleared all outstanding collections by the end of this weekend.

We know residents are struggling to get through on the phone lines to tell us their bins have not been collected. Our staff are doing their very best to handle calls quickly and efficiently. If people can access the internet the best way to find out the latest situation is to visit our website at and sign up for our e-newsletter at This will keep the phone lines free for more vulnerable residents.

We would like to thank everyone for their continued patience and understanding.

Roger Edwards, Managing Director of Biffa Municipal, said: “There have been some issues as new vehicles and technologies have been introduced, meaning services are taking a little longer than usual. Our drivers and crews received training in advance of the new service starting. We have also introduced additional training for our drivers and crews and in the long-term these new vehicles and equipment will provide residents with a more efficient system, helping Biffa to continue delivering the high levels of service that the community is used to.

We apologise for any inconvenience caused to Tandridge residents and rest assured we’re working hard to resolve these issues.”

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