Welwyn Hatfield Council and its waste contractor blasted in polls

PUBLISHED: 10:10 10 February 2016 | UPDATED: 10:38 10 February 2016

Borough councillor Helen Bromley, executive member for the environment

Borough councillor Helen Bromley, executive member for the environment


Welwyn Hatfield Council’s waste contractor has been slammed by residents in a Welwyn Hatfield Times poll.

Asked whether they were satisfied with the job Serco is doing for the council, just 15 per cent voted yes (54), compared to 85 per cent (305) that said no.

It comes a week after borough councillor Helen Bromley, executive member for the environment, said: “Serco scored an overall satisfaction rate of 78 per cent based on our most recent figures.”

A borough council spokeswoman confirmed that figure was based on a survey conducted in July 2015, and included 350 households of roughly 50,000 in Welwyn Hatfield – approximately 0.7 per cent.

Asked specifically why she thought there was such a big difference between the two polls, Cllr Bromley said: “Our satisfaction results are gathered independently of the council and Serco every three months by research industry experts.

“Residents are randomly selected and are asked specific questions about grounds maintenance, street cleansing and refuse and recycling collections.”

In a separate poll people were asked if they were satisfied with how the council monitors Serco, and 91 per cent (278) voted no, compared to 9 per cent (29) that voted yes.

Asked what she thought about those figures, Cllr Bromley said: “There are robust procedures in place for monitoring Serco’s performance and our scrutiny processes are in line with other councils across the country.”

A Serco spokesperson said: “We will continue to work closely with Welwyn Hatfield Borough Council to ensure we deliver a high quality service for local residents.”

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