Booking systems which have been implemented at CA sites during the coronavirus pandemic could become a permanent feature for some facilities after proving popular, but concerns over ‘no-shows’ remain.
Richmond council was among those to implement booking systems at its CA sites
Following the reopening of the sites in May after the first national lockdown , many councils and waste contractors implemented an online booking system, in order to regulate queue lengths and enforce social distancing.
The implementation of the systems seems to have largely taken place in the south, with many councils in London opting to implement them along with Hampshire, Kent, Devon and Berkshire.
Further north, councils in Manchester, Merseyside and Newcaslte have all opted for alternative systems of regulating numbers on site instead.
Booking systems
Nearly six months since reopening, many councils are considering the role in which booking systems have to play.
Some authorities have said the systems has led to reduced waiting times for residents, particularly at facilities which serve densely populated areas.
“Most people like the fact that we’ve been able to moderate the flow”
Speaking at the National Civic Amenity Site Conference on 25 November, Emma Beal, chair at NAWDO, said that members have really “seen the value” in the booking systems.
She said: “Elected members see the value of the information that’s coming through on booking systems, and they’re enjoying being able to make decisions based on that level of information that they’re getting”.
Ms Beale added: “Most people like the fact that we’ve been able to moderate the flow. I think there’s a specific group that we have had a big impact on, which is perhaps people who use the site for commercial waste, and those people would like us to get rid of the booking system. And so I can’t answer directly, but if I had to, I’d say more likely than not, yes, we would like to continue with them in place”.
Review
In North London, the NLWA says it will be keeping the booking system at its sites until the new year when it will review the system.
“In the meantime, with the current unpredictability of local lockdowns, the booking system helps us ensure social distancing at the sites for both residents and staff. It also helps reduce queuing,” a spokesperson said.
Valuable
Stuart Hayward- Higham, technical development director at Suez, said that it could be valuable to some sites moving forward.
Hampshire sites implemented booking systems in May
Mr Hayward-Higham also outlined how if the decision was made to move away from the booking systems, CA site operators would need to account for how services would make up for expectations of the public who have liked pre-booking
He said: “We’d had many messages from the public especially in preference to booking systems. And if we do get the vaccine and decisions are made to move back away from booking systems, how do you manage that experience which the public have had, where they’ve liked it?
“If we are going to remove some of these systems, we have to start thinking about communicating that change in service withdrawals ultimately, and getting them on board again.”
No shows
However there have been issues with the booking systems with ‘no shows’.
The London Borough of Richmond upon Thames council said around 25% of people who had made booking didn’t show up in October, which lead to a longer wait for a slot for other residents to book a slot.
Other councils have also reported similar levels of ‘no-shows’ and have stated that it is difficult to clamp down on.
David Whitehouse, contracts officer at Gloucestershire county council noted that people who do not show up account for 10% of booked slots in the region.
“This has been a compounded with the fact that we allow them to book three weeks ahead so people may be booking ahead and then forgetting about them,” he explained.
Mr Whitehouse added: “We don’t have a cancellation policy and procedure in place, so that results in a significant number of no shows. We’re hoping with the revisions and the expansion of the online system that will be able to have a self serving facility. At the moment we are relying on peoples good will.”
Fly-tipping
Concerns have been raised that if it is difficult for residents to book, the risk of fly-tipping increases
Another issue being raised is that residents in some areas are having to wait many weeks to be able to book a slot. So while there is less traffic at the site, residents are unable to attend and fears have been raised about a jump in fly-tipping rates as a result.
Back in July, the minister for regional growth and local government Simon Clark warned of “excessively tight restrictions on public access” at CA site, in an open letter (see letsrecycle.com story).
He expressed fears that this could lead to increased fly-tipping and harm that comes from rubbish piling up in or near homes.
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Source: letsrecycle.com Waste Managment
