Missed collections due to strikes have led to a significant surge in complaints lodged against Cardiff Council over the past year. The governance and audit committee of Cardiff Council was informed during a meeting on Tuesday, September 10, that there was a 21% increase in complaints recorded between 2022/23 and 2023/24. Data from the council also reveals a rise in complaints from 2,859 in 2019/20 to 3,724 in 2023/24.
Isabelle Bignall, the Chief Digital Officer of Cardiff Council, highlighted that the majority of complaints contributing to the overall increase were related to waste management and street scene issues. Despite the rise in complaints, Bignall noted that the council has been improving its response time to complaints and that the current level of complaints is roughly on par with the previous year’s figures (3,633 in 2021/22).
However, concerns were raised by Councillor Rodney Berman regarding the upward trend in complaints since 2019. Berman expressed difficulties faced by ward councillors in resolving reported missed collections promptly. He noted instances where reported missed collections were not addressed promptly, leading to a backlog in handling such complaints.
The waste collection strikes in Cardiff that occurred towards the end of 2023 resulted in mixed recycling bags piling up on the streets. Bignall acknowledged that during the strikes, the council faced challenges due to the lack of available crews to collect waste promptly. Recent reports of missed collections across the city, including in areas implementing the new recycling system, have continued to contribute to the rise in complaints.
The new sorted recycling system in Cardiff requires residents to segregate recyclables into separate bags and containers to enhance the quality of recycling materials. While some residents have adapted seamlessly to the new system, others have cited storage constraints for recycling bags and containers, leading to litter on the streets post-collection.
To address the growing number of complaints effectively, a new system called Halo is being implemented by the council this year. This system aims to identify trends in complaints and streamline the resolution process. Bignall highlighted that Cardiff is not unique in facing a surge in complaints and that comparable challenges are being experienced by other local authorities.
In conclusion, the spike in complaints against Cardiff Council, primarily attributed to missed collections and waste management issues, underscores the need for efficient resolution processes and improved waste management strategies to address community concerns and ensure a cleaner city environment.