Service Standards

The Council will:

• Provide a regular, scheduled waste and recycling collection service
• Ensure sufficient capacity is available for each material stream
• Clearly communicate collection days, time windows, and presentation points via online calendars, service updates, and the Council website

Residents will be advised to present containers for collection in line with guidance (e.g. at the kerbside by 7:00 a.m. on the scheduled day). Following collection, operatives will:

• Return containers to within one refuse collection vehicle length of the original collection point
• Ensure bins are placed neatly trying not to obstruct access to driveways or pedestrian routes

In adverse weather conditions (e.g. strong winds or flooding), operatives will:

• Attempt to return containers within the property boundary where possible; or
• Place containers safely (e.g. laid flat) depending on conditions

Where complaints are received regarding missed collections or incorrect bin placement:

• The issue will be investigated
• Monitoring of specific crews will be undertaken
• Appropriate corrective actions will be implemented

The Council will:

• Ensure Contact Centre staff have access to up-to-date service information.
• Residents should remove the bins from the street as soon as reasonably practical.

The Council provides household waste and recycling collections using specialist vehicles.

Kerbside Collection Service

*Garden waste collection requires a valid permit.

The Council operates a standard residual waste capacity, except where additional capacity is approved (see Section 7).

Glass hubs are geographically located around the West Lothian area and serviced routinely on a scheduled uplift from a dedicated glass collection crew.

Replacement bins will be charged for, except where:

• Damage is caused by Council operations
• The bin falls into the collection vehicle

Bins that are lost, stolen, or damaged by other means will incur a charge. Replacement costs will be advised at the time of purchase.

New housing developments will be supplied new bins funded by the developer.

To maintain high-quality recycling and minimise contamination, the Council will ensure that all collection crews are trained in:

• Acceptable recyclable materials
• Safe methods for monitoring contamination
• Actions required when contamination is found

Collection Process

When collecting recycling, crews will:

• Visually check containers for contamination
• Provide feedback to residents where contamination is identified
• Apply a tag or hanger explaining the issue and correct recycling practices
• Record incidents using InCab (a software system used by drivers for real-time navigation and task management) and during end-of-day debriefs

Where contamination is present, the bin will not be emptied.

Contamination Response Levels

Severe contamination (e.g. black bags, household items, food waste and/or many items that are unacceptable/non-recyclable and are visible to the operative)

• Bin will not be emptied
• A hanger will be applied explaining required actions and acceptable materials
• Resident must correct the issue before next collection
• Future collections will be monitored for further contamination

Low-level contamination (up to 3 unacceptable/non-recyclable items):

• Bin may be collected where / if safe to do so
• If the bin is rejected a hanger will be applied explaining required actions and acceptable materials
• The contamination event will be recorded into InCab and monitored

Repeated Contamination

Where ongoing contamination occurs, the Council will take a staged approach:

1. First occurrence: Bin is not emptied, Tag is placed on bin advising of correct materials. Contamination recorded on InCab.
2. Second occurrence:Bin is not emptied, tag is applied and contamination is recorded on Incab. Written communication issued (letter/leaflet).
3. Third occurrence:Bin is not emptied, tag is applied and contamination is recorded on Incab. Written communication issued (letter/leaflet). Officer may visit residents.
4. Fourth occurrence:
   • Service may be (temporarily) restricted / suspended
   • Support provided to help restore correct usage
   • Resident must complete online training to have service reinstated.

All actions will be proportionate, monitored, and regularly reviewed.

Definitions

Excess or side waste includes:

• Waste not contained within the provided bin - can be loose or contained in bags
• Overweight, for example two-wheeled bins that cannot be moved safely by one operative
• Overfilled bins where lids cannot be closed

Procedure

Where excess or overfilled waste is presented:

• It will not be collected
• Advice will be provided on request
• Alternative disposal options (e.g. recycling points or Household Waste Recycling Centres) may be suggested

Waste jammed in bin:

• Refuse collection vehicles have a shaker facility to empty bins
• If Waste is not released the bin will be placed back for resident to resolve
• Service will not return for partially emptied bins due to waste being stuck in the bin

All incidents (if noted) will be:

• Recorded via InCab
• Reviewed during supervisor debriefs
• Logged to identify recurring issues and determine if further support is required

Residents must present non-obstructed bins containers by 7:00 a.m. on the scheduled collection day.

A missed collection is defined as:

A container not emptied by 8:00 p.m. on the scheduled day, where it was properly presented

Prevention and Reporting

The Council will:

• Provide clear collection information online
• Monitor operational issues affecting collections

Crews will record issues such as:

• Contamination
• Late presentation
• Access restrictions (e.g. locked gates, animals)
• Excess waste
• Damaged bins
• Additional unauthorised bins
• Abusive incidents
• Aggressive animals onsite
• Parked vehicles preventing access to a location

Wider service disruptions (e.g. severe weather) will be:

• Communicated via the website and updates page

Customer Reports

• Missed collections will only be logged after 6:00 p.m.
• Reports will be checked against crew records and system data
• Vehicle tracking may be used to verify service delivery against missed bin claims

Resolution

Where a genuine, missed collection is identified:

• The Council will aim to return as soon as operationally possible
• Collections will normally be completed within 48 hours, when resources allow

Assisted collections are a non-statutory function available for residents unable to present containers due to medical conditions or disabilities.

Eligibility

• The service will be considered where no suitable person in the household can present bins safely

Application

• Online application required for this service
• Supporting evidence may be requested (from GP or other source, flexibility will be applied where appropriate)

Service Delivery

• Collection points will be agreed and risk assessed
• Locations will be within the resident's property
• Locations must be safe and accessible
• Crews will collect and return containers within the agreed boundary

The Council cannot guarantee bins will be returned to the exact original position.

Review

• Records will be maintained and periodically reviewed
• Properties receiving an assisted collection will be reviewed periodically to check whether assisted collections are still required
• Residents must ensure safe access is maintained

The Council reserves the right to remove the Assisted Take Out from a property if the resident fails to comply with the terms and conditions above.

Medical Need

• Additional 140L bin provided free of charge upon approval by District Nurse, Health Visitor or other relevant medical professional, via an E-Form application.

Non-Medical Need

The resident must be making full use of the recycling services available to them and the assessment will consider:

• Household size (6+ permanent residents)
• Young children (2 children under 3 years of age) requiring nappies

Where appropriate:

• A waste diary will be requested
• Advice and support will be provided by a Waste officer

Provision

If approved, additional bins will be:

• 140L capacity grey in colour
• Identified with a red lid
• Subject to periodic review

The Council reserves the right to remove the additional capacity from a property if the resident fails to comply with the terms and conditions above.

The Council will communicate disruptions via:

• Website
• Social media

Information will include:

• Nature of disruption
• Expected duration
• Alternative arrangements where applicable

The Council will provide:

• Annual collection calendars online
• Clear recycling guidance
• Information on disposal options for items not collected at the kerbside
• Policy information online
• Details of permanent changes to normal collections to subscribers to our Service email alert

Information will be:

• Available online
• Updated regularly
• Supported by campaigns and publications (such as Bulletin magazine which is delivered quarterly to all properties and made available online)

The Council will use local branding (such as Love West Lothian) on waste and recycling services and national branding, where it is deemed appropriate.

The Council will ensure coordinated working across services to:

• Prevent duplication
• Improve efficiency
• Maintain clean environments

Measures include:

• Managing spillages during collection
• Sharing service schedules across teams
• Providing clear public guidance

The Council will also:

• Provide fit-for-purpose bins
• Communicate changes to collection times
• Give advice on presenting containers in adverse weather conditions on social media.

Bulky Waste Collection is a non-statutory chargeable function

The Council will:

• Provide clear guidance on accepted materials
• Promote reuse opportunities
• Use appropriate vehicles for collection

Collections will:

• Be scheduled to minimise disruption
• Aim to maximise recycling

Waste Electronic and Electrical Equipment (WEEE), including white goods and large appliances (e.g., fridge/freezers), will be collected using non‑compaction vehicles to support effective segregation at the Waste Transfer Station.

Following collection, bulky waste will be sorted (mechanically and/or by hand) to maximise recycling and reuse where feasible.

The booking system assigns a specific collection day to prevent early presentation, reduce fly-tipping, and protect reusable items from weather damage. If a collection must be cancelled (e.g., due to weather, vehicle, or resource issues), a new date will be provided.

No refunds will be issued where access to the property is not possible or where items are incorrectly presented (e.g., not bundled, unsecured, or with exposed sharps).

The Council will provide safe, accessible facilities that:

• Support recycling and reuse
• Operate fairly and transparently

Access is restricted to residents and subject to:

• Proof of residency
• Compliance with site rules

Safety and proper use are mandatory.

Access may be restricted or refused where: 

• Residency cannot be verified 
• Waste is deemed to be commercial in nature 
• Site capacity or safety considerations require temporary restrictions 

The following wastes are notaccepted at HWRCs: 

• Commercial or business waste 
• Hazardous wastes not permitted under site licence (e.g. asbestos unless explicitly authorised) 
• Explosives or dangerous substances 

Where materials are not accepted, the Council will provide information (where possible) on appropriate disposal routes.

Residents are responsible for: 

• Segregating their waste correctly before arrival where possible 
• Following site signage and staff instructions 
• Depositing materials in the correct containers 

Site staff will provide guidance, but residents retain responsibility for placing their own waste into containers. HWRCs are strictly for household waste. 

The Council will: 

• Monitor waste types and quantities presented 
• Challenge suspected commercial waste 
• Refuse entry or disposal where misuse is identified 

The Council will ensure HWRCs are operated safely. Residents are required to: 

• Follow all site rules and signage 
• Wear appropriate footwear and clothing 
• Ensure children always remain in vehicles
• Remain within designated pedestrian areas 

The Council reserves the right to refuse access to or remove individuals where behaviour: 

• Poses a safety risk 
• Is abusive or non-compliant 
• Disrupts the safe operation of the site 

To ensure safe and efficient operation: 

• Traffic management arrangements will be in place at each HWRC 
• Residents must follow staff directions and site signage 
• During busy periods, queuing systems may be introduced 

Access may be temporarily restricted where: 

• Site capacity is reached 
• Safety could be compromised 

The Council is committed to continuous improvement of waste and recycling services. This includes:

• Improving responsiveness through digital tools
• Enhancing real-time communication using InCab technology
• Enabling better coordination between crews, supervisors, and the Contact Centre

This approach will support:

• Improved customer issue resolution
• Improved service reliability
• A more valued customer experience