Eco & Environment, Hampshire, New Forest | Posted on November 24th, 2025 | return to news

New Forest Council responds to waste service complaints

Residents have complained about missed bin collections, but it appears that things are improving each week.

Missed bin collections have led to many people living in the New Forest District Council area (NFDC) complaining about the new waste and recycling service which has recently been rolled out. However, it appears that things are improving.

This has led to a response from the authority.

Portfolio holder for Environment and Sustainability, Cllr Geoffrey Blunden, said: “We know that some residents experienced problems during the rollout of the new waste service, and we are sorry for the inconvenience this caused. Every complaint is a valid piece of feedback which helps us understand where things are not working as they should and fix them.”

During the period covered in the report, 89 of the 168 complaints received (53 per cent) related to waste and transport. Of these, 78 per cent were about missed collections, mainly in the early stages of rollout in Phase 1. In total, 74 per cent of all complaints were resolved at the first stage, with 64 per cent upheld or partly upheld.

NFDC says it always expected a rise in complaints when introducing the biggest operational change to its waste service in decades but recognises that numbers do not explain the individual frustration residents may have felt.

Alongside formal complaints, the council dealt with 342 service requests, such as requests for replacement containers, which were resolved without needing to escalate through the complaints process.

Cllr Blunden added: “We do not take these complaints lightly. Changing the way we collect waste for thousands of households at once was always going to be challenging, and we know not everyone has had a smooth experience. When residents tell us something has gone wrong, it is our job to put it right.

“The service is improving every week. Missed bin reports are now much lower than in the early phases, we have added extra resource where needed, and our crews have been working incredibly hard to adjust to new routes, vehicles and processes.

“We are committed to being honest with residents about what is working well and where more improvement is needed. This new service will increase recycling and reduce waste going to incineration, and we will keep listening, learning and improving as we go.”

The council says its complaints process is doing exactly what it should: highlighting problems early, helping the service respond and allowing lessons to be learned.

However, it isn’t all negative feedback, with NFDC reporting strong early progress in phase 2 of its new waste and recycling service, with improving recycling levels, smooth operations, and positive feedback from residents and crews in the first four weeks.

More than 46,000 households in the district are now part of the upgraded service which sees over 71,000 collections taking place each week. Early results show residents are recycling good levels of food waste, with 80 tonnes a week now processed instead of being sent for incineration, which should prove a significant boost to the overall recycling levels.

Cllr Blunden said: “Protecting the New Forest and creating a cleaner and more sustainable future is at the heart of everything we do. Our waste and recycling service is one of the most important ways we can achieve this.

“I want to say a huge thank you to residents for adapting so well to the changes and for the kind messages shared with our crews. And thank you to our collection teams. Your hard work and commitment have been vital in making this transition successful.”

As one of the largest service changes the council has undertaken, the programme includes updated routes, new technology, upgraded depot operations, and staff training.

Planning and preparation for phase 3, which is due to start in March 2026, is already underway. This final and largest phase will involve delivering bins to over 35,000 more homes in Hythe, Marchwood, and Totton, and this is due to begin from late January 2026. It also involves recruiting and training additional staff and ensuring depot and vehicle operations are ready.

Cllr Blunden said: “Each phase takes months of preparation, from logistics and technology upgrades to crew briefings. We’re committed to getting it right as we move into the final stage of this major project.

“Every action adds up to a big difference, and together we’re creating a more efficient and environmentally friendly service for the New Forest.”

Residents in the phase 3 area will begin receiving their ‘Get Ready’ information in December, including details of which containers they will receive and how the rollout will take place.

More information about the waste and recycling service is available on the council’s website at newforest.gov.uk/RecyclingAndRubbish.