For householders across the UK, household refuse collections are often the most visible of local authority services for residents.Biffa’s focus on service reliability, quality and flexibility underpin the many hundreds of thousands of refuse collections it makes each week from 2.4 million households across the UK. In 2013-14, Biffa collected almost 750,000 tonnes of residual waste for disposal by landfill or energy-from-waste production. Local authorities rely on Biffa’s municipal division to help them fulfil their statutory refuse obligations, whether provided by weekly or fortnightly collections from sacks or wheeled bins. Biffa’s ‘can do’ culture and short lines of communication empower local managers and staff to respond quickly to changes in local circumstances such as poor weather, road closures or even Olympic events. Working closely with its local authority clients, Biffa sets and reports on key performance indicators and targets to help monitor and improve service quality standards. The division welcomes constructive feedback and criticism from local residents as part of its drive to lift standards. In 2014, Biffa recorded an average missed bins rate of 25 per 100,000, producing an industry-leading rate of getting 99.98% of collections right first time.
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