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Waste Services targets and values

Customer satisfaction levels for Waste Services have been monitored and reported since April 2011.

2012/13 Customer satisfaction: How we did

Service 2012/13 target  How we did 2013/14 target
 Refuse 90% 94% 91%
 Recycling 82% 86% 85%
 Street cleansing 75% 73% 75%
 Household Waste Recycling Sites 82% 79% 82%

Key values

  • Excellence, in the quality of service provided
  • Equality, by ensuring services are accessible and by taking positive steps to address language, cultural, physical or other barriers
  • E-service, by ensuring Waste Services website is easy to use with clear and up to date information
  • Enterprise, through internal collaboration and partnership working with our contractors, to try to expand the range of services provided to our customers

Our promise to you

Waste Services is determined to provide you with the highest standard of customer service and promise our staff will:

  • be courteous and helpful
  • listen to you and make every effort to help
  • not discriminate or permit discrimination against anyone
  • encourage you to comment on the council's services
  • provide information in clear and simple terms
  • investigate fully any complaint made in respect of waste services and always try to answer your enquiry fully the first time we are contacted; if this is not possible, keep you fully informed of the action we are taking and timescale for a full response.

Additionally Waste Services have specialist residential groups including Medway Mulchers (home composting) and Medway Waste Forum. We would also like to hear from residents living in flats wanting to be a Recycling Champion, helping keep communal recycling high quality.

Our staff and contractors work hard to keep Medway clean, safe and green. This work often goes unrecognised. If you see any examples of excellence from our service, we would love to hear from you.