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Waste contact and complaints

Before getting in touch, please note these common requests and how they can be done quickly and easily online

Introduction

Before getting in touch, please note these common requests and how they can be done quickly and easily online

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, a Service Complaint or a Waste Policy Complaint.

Service Failure Notification

A Service Failure Notification is a one-off contact about a problem, such as a missed collection or undelivered box, bin or bag, for which putting it right corrects the issue within two working days.

For a missed collection please submit a missed collection form.

For non-delivery of boxes, bins or bags please submit a comment.

Service Complaint

What is a waste service complaint?

  • An unresolved Service Failure Notification
  • Repeated Service Failure Notifications
  • Poor standard of service including information or how it was communicated
  • Issue with the actions, behaviour or attitude of Somerset Council, or their contractors staff member (including perceived harassment, bias or unfair discrimination)

How to report a waste service complaint:

What happens next?

  • 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
  • If we cannot provide a full response within 10 working days, we will let you know about the delay and when you can expect a full response.
  • You can contact the Local Government Ombudsman if you are unhappy with the response.

Policy Complaint

What is a waste policy complaint?

  • 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

How to report a waste policy complaint:

What happens next?

  • We will explain why the policy was made, and/or the basis of our interpretation
  • We will let you know any steps we intend to take to seek further clarity
  • Advise you of the most appropriate councillor to contact
  • We reserve the right not to enter into protracted correspondence once we have explained our position
  • You can contact the Local Government Ombudsman if you are unhappy with the response.

Last reviewed: April 22, 2024 by Lis

Next review due: October 22, 2024

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