Guildford Borough Council is committed to providing high-quality recycling services to all of our customers. These services are provided for you as a resident or commercial organisation of Guildford Borough.

This Customer Charter states our intention to always deliver high quality services that meet the expectations of our customers.  This Charter provides you with the standards that you can expect from our services and also highlights how you can help us to meet these standards.

The services include the servicing of the recycling ‘bring sites’, commercial recycling collections, garden-waste collections and kerbside recycling box collections.

We aim to:

• provide weekly collections of paper/card, cans, glass bottles, plastic bottles and clothing/textiles from the majority of domestic properties within the borough. (Some services may not be available to some flats or in some locations that have poor access) The collection of plastic bottles and textiles has been expanded to the majority of borough.
• provide one green and one purple recycling box to the majority of domestic properties within the borough. (This service may not be available to some flats or in specific locations that have poor access etc.) You can buy additional boxes for a small fee
• to provide ‘Assisted Collections’ of recycling boxes to residents who are physically unable to place the boxes at the kerbside and have no one to help them to do this
• ensure that all recycling boxes are returned correctly to where they had been presented for collection.  They will not be left blocking driveways
• ensure that all spillages caused by the crew are cleared up by the end of that working day.  The office will be contacted if assistance is required
• ensure that all crews treat customers in a polite and courteous manner with the minimum of disruption
• provide ‘bring sites’ (recycling banks) in suitable locations across the  borough for a wide range of recyclable materials 
• ensure that all ‘bring sites’ are kept clean and tidy
• promote or supply home composters for residents
• provide a green waste collection service for a small fee to domestic properties on request
• provide collection points for Christmas trees across the borough after Christmas each year

We will also:

• respond to all letters within ten working days
• respond to all emails within three working days
• provide the Recycling and Cleansing telephone hotline service for waste and recycling enquiries. We will aim to answer 90% of phone calls within 10 seconds and check the answering service at regular intervals and return calls as required
• ensure the crews leave cards clearly showing you why your recycling boxes or garden waste sacks have not been emptied if there is a problem with the contents.
• ensure that if we have failed to empty your boxes or bags on the due collection day they will be cleared by the end of the following working day

You can help us by:

• ensuring your recycling boxes are put out for collection by 7.00am on the day of collection
• trying to recycle or compost as much as you can
• telling us your concerns and any problems you have experienced
• treating our staff in a polite and courteous manner and in the same way that you would wish to be treated
• rinsing out your bottles, jars and cans before putting them into the recycling box
• keeping your recycling boxes clean
• putting your house number on your boxes so the crew can return them correctly
• ensuring that the boxes and garden waste bags are out on the kerb and are clearly visible.  Please do not stack your refuse bags on top of the boxes
• providing us with all the information we need to provide you with the correct level of service or to address your complaint
• taking notice of any information we provide regarding our services

For further information contact the Recycling Hotline.

The Recycling Hotline
Woking Road Depot
Woking Road
Guildford
Surrey
GU1 1QE

Tel: 01483 444499
Email: recycling@guildford.gov.uk