Wealden District Council
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Garden waste payments

10 July 2023

Question:

Dear Councillor Partridge,

I have been trying for days to pay the forthcoming year’s charge for the emptying of brown bins. I don’t do online banking or conduct online financial transactions, so have always given my card details over the phone. I had tried to ring your ONE published phone number and had never got beyond 10th in the queue. Eventually I used the WDC email option and left a message asking someone to contact me. No-one has. My latest attempt (from 1402 today) resulted in my being told that my call would be answered by the next available member of staff, but the phone was never answered.

I have already discussed your “Keep the drawbridge closed” policy with our Ward’s WDC Councillor, but, like many of my neighbours, I’m beginning to get very fed up with it. Please contact me ASAP and give me the direct-dial number of one of the very pleasant and extremely helpful ladies (whom you are screening from us) who can accept my payment over the phone.

Answer:

Dear Mr Morris,

Thank you for your question. I am very sorry you have experienced some difficulty in contacting us by telephone to make the payment for the garden waste collection service.

Customers who either cannot or wish not to pay online can do so by telephone. However, at the peak of the renewal period call volumes can be high, especially at between 8.30am and 10am and 2pm to 3pm.

I understand from our records that subsequent to your email you have spoken to one of our customer service advisors and completed the garden waste subscription process.

Thank you for your patience and understanding during this particularly busy period.

Yours sincerely,

Councillor Partridge

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