Continuously improving our service
Reuse scheme tackles household waste in Telford Open accordion

Working with Telford & Wrekin Council we enabled residents to donate their unwanted household items to the local charity, A Better Tomorrow, as part of a reuse scheme to benefit the local community.

The scheme is designed to repurpose items coming into the waste stream, such as sofas and bedroom furniture, from household recycling centres, so that they can go to a good home.

“With help from Veolia and the Council, we can help people make the transition from a hectic lifestyle into their new recovery journey.”

Martin Cantrill, A Better Tomorrow

Helping St. Albans maintain UK’s best recycling rate Open accordion

Despite an increase in waste generation caused by more home working and collections-related issues spurred by a national HGV driver shortage, St. Albans still has the best recycling rate in the UK.

In 2020/21, we helped the city recycle
The national average is 42.3%

We supported the introduction of the new garden waste subscription service and ran education roadshows with the public, both of which helped to achieve a household satisfaction rate with the service of 95%.

Boosting food waste recycling in South London Open accordion

As part of our partnership with the South London Waste Partnership, we continued to boost food waste recycling.

By identifying and targeting low participation in Croydon and Merton, ensuring there are plenty of food waste bins to distribute, giving more households food waste bags and placing ‘no food waste’ stickers on general waste bins, we have significantly diverted food waste from general waste across multiple boroughs.

In the past year, we have boosted the
number of households participating by
10%, increasing the amount
of recycled food by

Continuously improving our customer service Open accordion

The Veolia Customer Experience team has 80 employees serving more than 72,000 customers.  These include trainers, analysts and mobilisation managers. In 2021, the team opened its doors to part-time staff for the first time, and now includes many working parents.

We continue to invest heavily in training and development of the team, offering NVQs for supervisors and early years support with our apprenticeships programme. In 2021, we were accredited to ISO 27001, which helps organisations set up and maintain a set of processes to better handle sensitive data relating to staff, customers and partners. We also have an Information Security Management System (ISMS) in place to protect our customers.

The team also restructured the offices this year, arranging teams into the regions they support to allow for better customer relationships. Five existing staff were promoted to supervisor roles in 2021, and we now have two full-time trainers in place to support our advisors as they continue to excel in customer service, both on site and online.

Customer and consumer satisfaction Open accordion
Customer and consumer satisfaction
For further information, please contact our team who will be happy to help Contact us Contact us