Missed collections due to strikes in Cardiff led to a significant surge in complaints filed against the city council last year. According to data from Cardiff Council, complaints rose by 21% between 2022/23 and 2023/24. The total number of complaints escalated from 2,859 in 2019/20 to 3,724 in 2023/24. Most grievances were related to waste and street scene issues, as confirmed by Cardiff Council’s chief digital officer, Isabelle Bignall, during a meeting on September 10. Despite the increase, Ms Bignall noted that the council is now responding to complaints more promptly, with figures showing a similar number of complaints to the previous year.
However, concerns were raised by Councillor Rodney Berman about the ongoing rise in complaints since 2019 and the challenges faced by ward councillors in resolving missed collection reports. Cllr Berman highlighted instances where reported missed collections were not addressed promptly, leading to frustration among residents. The waste collection strikes in late 2023 resulted in recycling bags piling up on Cardiff streets, particularly impacting areas where the council’s new recycling system was being implemented. The new system requires residents to separate recyclables, a change intended to enhance recycling quality but met with storage and collection challenges.
Ms Bignall mentioned a new system, Halo, being introduced to address complaints more efficiently. She acknowledged that resource limitations during the strikes had hindered waste collection efforts. Recent reports indicate ongoing missed collections across Cardiff, including in areas with the new recycling scheme. The council is striving to improve collection processes and mitigate disruptions for residents affected. Addressing the rise in complaints, Cllr Berman expressed concerns over the handling of reported missed collections, calling for more effective solutions.
While Cardiff is not alone in grappling with increased complaints, the council is working towards resolving issues proactively. The city is striving to enhance waste management services and address community concerns regarding missed collections and street cleanliness. The council’s commitment to improving waste collection efficiency and responsiveness to complaints remains a priority amidst ongoing challenges. Residents are encouraged to continue providing feedback to enable the council to address issues promptly and enhance service delivery for the community.