Introduction
Before getting touch, please note these common requests and how they can be done quickly and easily online
- What is taken in kerbside collections
- Your nearest recycle site, check its opening hours and see what is taken
- Check collection days with My Collection Day
- Report any missed collection online after 7pm on the due day using the My Waste Services feature
- Order a recycle container free online using the My Waste Services feature
Contact
Somerset Council is responsible for waste services in the county. This includes kerbside collections of recycling and waste and 16 recycling sites.
Somerset Council
County Hall
Taunton
TA1 4DY
Web: somerset.gov.uk
Email: generalenquiries@somerset.gov.uk
Phone: 0300 123 2224*
*Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and count towards any inclusive minutes in the same way as 01 and 02 calls. These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone
To send a comment or complaint about waste services, including recycling sites, please use the My Waste Services feature.
What is a complaint?
Most reasons to complain will be either a Service Failure Notification (SFN), a Service Complaints or a Policy complaint.
Service Failure Notification (SFN)
A one-off contact about a problem, such as a missed collection or undelivered container, for which putting it right satisfies the customer.
In the event of an SFN, Somerset Council will put a service failure right within two working days.
Service failures should be submitted using the online forms as either a comment or a missed collection.
Service Complaint
A service complaint is when a customer is dissatisfied with:
- How we have handled an SFN
- Repeated SFNs
- Standard of service received from Somerset Council or our contractors
- Quality of information or how it was communicated
- Response by Somerset Council or contractor to a service request
- Actions, behaviour or attitude of Somerset Council, contractor or Somerset Council contractor staff member
- Perceived harassment, bias or unfair discrimination
In the event of a service complaint:
- Should be reported as a complaint using our online form
- We will reply within 10 working days, put matters right and improve for the future
- Most complaints will be settled quickly and informally by putting matters right or giving an explanation
- Sometimes a complaint will need to be put in writing so it can be investigated and fully answered
- If we cannot provide a full response within 10 working days, we will let the customer know about the delay and when they can expect a full response.
- We will advise customers how to contact the Local Government Ombudsman.
Policy Complaint
A policy complaint is when a customer is dissatisfied with:
- A policy or service rule agreed by democratically-elected representatives in a public process
- Application or interpretation of such policies or legislation by a Somerset Council or contractor staff member
In the event of a policy complaint, we will:
- Should be reported as a complaint using our online form
- Explain as clearly as possible why the policy was made, and/or the basis of our interpretation
- Advise the customer who is responsible for making and reviewing the policy
- Advise the customer of any steps we intend to take to seek further clarity
- Advise the customer of the most appropriate member contact(s) for that issue
- Reserve the right not to enter into protracted correspondence when we have explained our position
- We will advise customers how to contact the Local Government Ombudsman