You are here: Home: Education and learning: Schools: Services for schools: Traded services

Traded services

Refuse collection

1. What is the purpose of this document?
   1. The purpose of this document is to:
      1. describe the Refuse Collection Services that Calderdale Metropolitan Borough Council offers to schools;
      2. provide information about the service providers and how the key personnel can be contacted;
      3. explain, in outline, the main terms of service;
      4. give details of the service to be provided;
      5. identify the ways by which the service will be provided;
      6. identify levels of service provision;
      7. describe service provider obligations and commitments;
      8. establish customer commitments;
      9. describe quality assurance systems and procedures for redress if things go wrong;
      10. describe the basis on which the service price is calculated and the method of payment.
   2. The purpose of this specification is to regulate dealings between the parties by setting out respective obligations relating to performance and payment for services received.
   3. Refuse Collection service level agreements are designed to meet each schools' individual requirements. Indicative costs are given in Section 12 of this document.
2. Who are the service providers?
   1. The service provider is Calderdale Metropolitan Borough Council, Waste Services.
   2. This service is available to all schools within the Metropolitan Borough of Calderdale under the terms and conditions detailed in the Service Level Agreement to be agreed between the customer and Waste Services.
   3. If you have any questions about this service or would like further information, please contact:
      • Name
      • Jonathan Lord, Contracts Manager
      • Address
      • Environmental Health Services
        Northgate House
        Halifax HX1 1UN
      • E-mail
      • jonathan.lord@calderdale.gov.uk
      • Telephone
      • 01422 392332
      • Fax
      • 01422 392347
3. Service Standards
   1. All core and traded services have agreed to the following principles to ensure that the customer receives a consistently high level of service. This service will:
      1. set standards;
      2. be open and provide full information;
      3. consult and involve;
      4. encourage access and the promotion of choice;
      5. treat all fairly;
      6. put things right when they go wrong;
      7. use resources effectively;
      8. innovate and improve;
      9. work with other providers;
      10. provide user satisfaction.
   2. The following paragraphs explain our service standards and what we are doing to improve them.
      1. Quality awards
         Waste Services is part of Environmental Health Services which achieved the Investors in People (IIP) award in 2003.
      2. Education expertise
         Our managers and staff together with the Council's Waste Management Services Contractor have many years experience of providing refuse collection services to all types of educational and other premises.
      3. Qualified staff
         Refuse collection in Calderdale is undertaken by a Waste Management Services contractor working to the terms of the Council's contract, whose work is supervised by a Council client team (Waste Services). The company's contract manager is required by his company to be a Member of the Chartered Institute of Waste Management (MCIWM), hold a Goods Vehicle Operator's Certificate of Professional Competence and have a minimum of ten years experience in related services. He is also a Member of the Institute of Operational Engineers, a Member of the Institute of Road Transport Engineers, an incorporated engineer and holds a CNAA registered Diploma in Management Studies.
         The company is a Registered Waste Carrier and is a wholly owned subsidiary of Fomento de Construcciones y Contratas, one of the largest Spanish companies, with a turnover (in 1992) in excess of £2 billion a year.
         Please note: The waste management contract service provider will change as of 1 August 2008.  Sita UK Ltd will take over from the current services provider, Focsa Services (UK) Ltd.  The level of service provided to schools will not change.  The only visible change will be in the appearance of the refuse collection staff.   The corporate colour for Sita will be blue, as opposed to green for Focsa.  Each individual will continue to carry the appropriate ID card and, if challenged, will produce it on request.
         The Council's Waste Manager is a Member of the Chartered Institute of Waste Management (MCIWM), and has been in waste management for thirty years, our Contract Officer holds the Institute of Waste Management Diploma and a Certificate in Supervisory Management and our two Contract Supervisors are educated to NVQ level two as a minimum. All staff have many years experience of refuse collection work.
      4. Secure identification, CRB checks
         The contractor's staff are required by contract to carry an identification card in an approved format, and are required to produce it when requested. In addition, their permanent employees wear green ballistic protection trousers, a green t-shirt and/or a green sweatshirt with the Calderdale cleansing logo and the words 'FOCSA Services' on them, together with a fluorescent jacket. All waste services (client) staff carry a Calderdale Council employee photo-identification card with their name, service and post marked on it. They are aware of the necessity to produce the card as required. CRB checks will be carried out for any replacement staff employed by Waste Services, where appropriate.
      5. Responsiveness
         Waste Services will respond as soon as practicable within the following maximum guidelines (excluding weekends and public holidays):
         • Telephone: 48 hours (normally next day)
         • E-mail: one working day
         • Fax: two working days
         • Letter: ten working days
         • Formal written complaint: fifteen working days
      6. Courtesy
         Waste Services are based in Northgate House in Halifax. Should you or a representative wish to visit us in person, you should contact us by telephone in advance, to ensure that the person you wish to see will be available. We are available on the telephone between 8.45 am and 5.30 pm Monday to Thursday and between 8.45 am and 5 pm on Fridays, on the numbers in Section 11. Our staff will be happy to give their names when you telephone, should you ask.
      7. Properly equipped
         FOCSA Services are fully equipped with all vehicles, tools, containers (dustbins, wheeled bins, skips and so on) and personal protective equipment necessary to provide a professional refuse collection and disposal service. Refuse collection work and monitoring is programmed and recorded by a computer based software system.
      8. Meets all statutory requirements
         Waste Services, as part of one of the Council's Directorates, complies to the best of its ability, with all known UK legal requirements and conforms with the provisions of all general and local Acts of Parliament, regulations, bye laws and guidance relating to the services provided. Waste Services are registered as a Waste Broker (exempt).
      9. Fully insured
         Waste Services (client) staff have public and employee liability insurance and the collection contractor has all equipment, materials and vehicles insured to their full value against all loss or damage from whatever cause. In addition the contractor indemnifies the Council against all losses and claims for injuries or damage to any person or property whatsoever including surface or other damage to land, suffered by any persons in beneficial occupation of such land, which may arise out of, or in consequence of the performance of the contracted services, and against all claims, demands, proceedings, damages, costs, charges and expenses whatsoever, in respect thereof, or in relation thereto.
4. Performance
   1. The following section shows our level of performance, how we have improved over time and how we compare with our metropolitan neighbours.
   2. Waste Services is a member of The Yorkshire and Humberside Cleansing Forum, The Yorkshire Environment Forum, Recycle North, Recycle Now Campaign, The Waste and Resources Action Programme, The Calderdale Resources and Waste Group and staff attend meetings of the Chartered Institute of Waste Management.
   3. We have provided a refuse collection service to schools since the inception of Calderdale Council in 1974.
5. How long will a contract for this service last?
   1. This agreement commenced on 1 April 2002 and will remain in force unless varied by agreement between the parties, or until it is terminated.
6. How can the contract for this service be changed?
   1. The agreement may be terminated at any time by either party following three months written notice.
7. What services will be provided?
   1. Waste Services will provide the waste collection service chosen by the customer from the options in the Service Level Agreement (to be made available separately).
8. How will the service be provided?
   1. Waste collection is undertaken by a private sector Waste Management Services contractor, working to the Council's contract and supervised by a 'client' team who have a diversity of knowledge and experience.
   2. Details of the management structure, strategic personnel and staffing arrangements are given in the Service Level Agreement (to be made available separately).
9. What do the suppliers expect of me as a customer?
   1. That waste requiring collection is accessible on the day of collection.
   2. That the waste is properly stored in the appropriate container and that no container is filled above the top rim of the container, so that lids will close and spillage will not take place when containers are lifted by vehicles, or manually, in the case of dustbins or white dustbin liner sacks.
   3. That if any extra collections of waste or any of the other waste services listed in the Service Level Agreement (to be made available separately) are required, these are only requested by a person authorised to request and arrange payment for such service.
   4. That any person ordering such other waste services on behalf of the customer, gives an order number and follows this up by sending a written order to Waste Services.
   5. That invoices raised in respect of additional waste services will be paid on demand.
10. How can I be sure of a high quality service?
    1. Waste Services are committed to the provision of a high quality and efficient waste collection service which commitment the Waste Management Services contractor is required contractually to share.
    2. The contractor employs a quality manager, is ISO 9002 accredited and all goods and materials used by him in the performance of the contract are in accordance with British Standards as a minimum.
    3. The Waste Services 'client team' continually monitors and inspects all of the services undertaken by the contractor.
    4. The service has attained achievement of the Investors in People award in 2003.
11. Who do I contact if things go wrong?
    1. All complaints are logged on to a computer and arrangements made to resolve them as soon as possible.
    2. Any concerns or complaints should be made, in the first instance, to:
       • Name
       • Customer First
       • Address
       • Westgate House
         Halifax
       • Telephone
       • 0845 245 7000 
       • Fax
       • 0845 245 6000 
    3. If complaints are not resolved to the customer's satisfaction, then they should put their complaint in writing to the Manager, who will investigate and reply in writing as soon as possible.
       • Name
       • Jonathan Lord, Contracts Manager
       • Address
       • Environmental Health Services
         Northgate House
         Halifax HX1 1UN
       • E-mail
       • jonathan.lord@calderdale.gov.uk
       • Telephone
       • 01422 392332
       • Fax
       • 01422 392347
    4. Should the customer still not be satisfied, then they may appeal in writing to:
       • Name
       • Peter Ramsdale, Head of Environmental Health
       • Address
       • Environmental Health Services
         Northgate House
         Halifax HX1 1UN
       • E-mail
       • peter.ramsdale@calderdale.gov.uk
       • Telephone
       • 01422 392300
       • Fax
       • 01422 392399
    5. If the issue cannot be resolved, you may wish to invoke the Council's Complaints procedure .
12. What is the basis of the service price and what will the service cost?
    1. The charges for the various service options are given in the Service Level Agreement (to be made available separately).
    2. Indicative costs:
       • A typical primary school with two bulk refuse containers emptied once per week: £532 per annum @ £7 per container x 38 weeks only 
       • A typical secondary school with four bulk refuse containers emptied once per week: £1064 per annum @ £7 per container x 38 weeks only 
       • A typical school with five white sacks removed once per week: £218.50 per annum @ £5.75 per week x 38 weeks @ £1.15 per bag 
13. How will I be charged?
    1. Charges for a weekly bulk container waste collection service will be by annual invoice. These charges will be reviewed annually.
    2. White refuse sacks are pre-payment only and available on official order from the waste collection section.
    3. Charges for extra services will be invoiced to the customer on completion of the extra service. (The invoice will refer to the order number, see 9.4 above.)

back to top