We’ve got it wrong over bins, says cllr

Those were the words of the leader of Basingstoke and Deane Borough Council who has finally admitted that things have gone wrong with the waste collection service, as calls are made to hold an independent review of the contract.

Councillor Ken Rhatigan addressed concerns from councillors and residents about the waste fiasco which has seen some bins left unemptied for 11 weeks, after Serco took over the £44m eight-year contract in October last year.

Several residents spoke of their misery at having problems with their waste collection for months, including Patricia who lives in flats in South View, who said: “I have never had such dreadful service as we have at the moment.”

She described the last six months as “diabolical”, adding: “The bins are overflowing, we have rat infestation… this is the topic everyone in Basingstoke is talking about.”

Jenny Foster, who lives on the same estate, said the problem had become “increasingly worse” since October.

Calls were made by councillors for an independent review to be held into the Serco contract, with them describing being inundated with complaints from angry residents.

Questions were also raised about Cllr Hayley Eachus, who did not attend the meeting, with Councillor Jack Cousens saying: “This portfolio holder oversaw the contract being handed over, has overseen the process we have had and in my opinion danced away from her responsibilities claiming teething troubles and I no longer have confidence in her.”

He also suggested that some residents should be entitled to a refund of council tax.

Cllr Paul Harvey said: “The issue comes back to Serco and the quality of the contract and whether it’s fit for purpose. This is the largest single financial contract that the council signed on behalf of its residents and if we cannot get this right what the hell does that say about this authority?”

He added: “Our residents are angry and frustrated and, in some cases, despairing… There isn’t a part of the service that hasn’t had problems because Serco simply, in my view at this moment in time, are not fit for purpose.”

Referring to Cllr Eachus describing the issues as “teething problems” he said: “The insult that comment has caused to so many people, it was crass. There needs to be some accountability here.”

Cllr Paul Harvey called for an independent review of the contract, and said if this doesn’t instil confidence, Serco should be sacked, adding: “It’s a mess and residents deserve better. We have got to do something about it.”

Numerous councillors described problems in their own wards, including with those who need assistance with their collections because of disabilities, with Cllr Janet Westbrook saying there was “real anger” in Popley East.

Referring to visiting an area where bins were left full for nine weeks, she said: “We were shocked to see overflowing bins, general waste all over the floor, 1,100 litre recycling bins piled high with general waste simply because there was nowhere else to put it. The bin store was full of flies, full of maggots, which you would expect after that time and it was 31 degrees in the summer heat. Despite us chasing this issue every single day it took close on another two weeks to be cleared.

Cllr Colin Regan spoke of his own bin being left unemptied on the hottest day of the year, saying: “It’s a health risk, but it was completely ignored. The lack of communication with residents was appalling.”

Chair of the meeting, Cllr David Potter, said he believed the matter was “so urgent we should bring forward for scrutiny”.

Cllr Colin Phillimore said the problems were also “abundant in rural areas”, adding “It’s time to stop using excuses for a service that should have been up and running now for nearly a year.”

Cllr Laura James told how she visited an area where the bins were not collected, saying: “I have never smelt anything so awful. It took us as councillors four or five weeks to get that removed. People living above the bin store couldn’t open the windows because the smell was so bad there were rats and maggots.”

She added: “The service is very poor; it’s not working and it’s consuming us as councillors with case work.”

Cllr Rhatigan explained the reason for some of the problems, admitting that the number of missed collections had at times exceeded 1,500 a week.

He blamed the new crews not knowing where bin stores are after the timetable was changed, explaining: “Round changes for many of the crews and that personalised knowledge they held has disappeared with them. Unfortunately, I think Serco and perhaps ourselves did not interrogate them enough… that was a failure not just of us but of the management of Serco.”

He also said there were problems using agency staff over the summer.

Referring to Cllr Eachus not attending the meeting, he said: “I believe it’s me who has to have my head on the block,” adding: “Should I sack Hayley? It hasn’t got to that stage. She is trying over and above that I regard a duty of a portfolio holder. Has she got it all right all of the time? No.” But she would admit that herself. And I hate, I don’t know where this idea that it’s a teething problem came from, I haven’t seen it as a quote from her. It’s an unfortunate choice of words because this is service that should be back to normal by now. It isn’t and that’s a dissatisfaction from me and for all of you.”

He promised that everyone was trying hard to improve it. adding: “It’s important that we get the report back in November with all of the stats with the officers here and the portfolio holder putting her neck on the line.”