We are currently experiencing very high call volumes at present
Due to a change in legislation regarding credit and debit card payments, we are currently experiencing very high call volumes within the call centre.
The card issuers have set up further security for all customers wishing to pay by card, customers are now asked to confirm their identity as they require a strong customer authentication to approve a payment.
You may have noticed if you make a payment online you are asked to go on to your Banking app to approve the payment.
Due to this security measure being implemented, this has caused a high volume of our renewal payments to be rejected, as a result of this, customers have received a letter to advise the payment has not been collected to renew the account. This in turn has caused an increase in the calls we are receiving.
Please be assured, we will continue to collect your garden waste and your bins will not be removed from your property as we are aware that it is difficult to speak to us at the moment.
Our response times are being impacted by the volume of calls being received, this means that it may take longer to speak to one of the team or receive a response to an email you may have sent to us.
We would ask you to please be patient with our staff members when you are able to speak to us, all of the team are working as hard as they can to take your calls.
Please accept our apologies for any inconvenience this may have caused.