Recycling Centre satisfaction survey results for 2022/23

Overview

Norfolk County Council conducts an annual online customer satisfaction survey to measure how satisfied customers are with the recycling centres. The 2022-23 survey ran from 13 February until 31 March 2023 and generated 1940 responses. We would like to thank all residents who completed the survey and the feedback received will help us improve recycling and reuse provisions.

The recycling centres continue to provide an excellent service to Norfolk residents with 85% of respondents stating that they are satisfied with the service. Positive comments included the helpfulness of the staff and the well managed centres.

15 out of 20 recycling centres have a reuse shop on site selling second hand items at bargain prices.

41% of respondents have used the reuse shop, which is a significant increase on the 28% recorded in 2021/2022. Survey responses also demonstrated that more people found the items in the shops to be clearly priced, the shops to be well stocked and welcoming, and the shop staff helpful.

You can find out more about reuse shops by visiting our website.

We continue to work with our contractor to develop our recycling centre service and have introduced UPVC recycling facilities at the Norwich North and Norwich South recycling centres and book banks at our recycling centres. We have also increased the number of reuse shops that sell electrical items by training staff in Electrical Equipment Testing and functionality testing of electrical items before selling them for reuse.

The survey highlighted that residents are concerned about DIY waste charging and an increase in fly tipping. Although the latest annual report on fly tipping published by Department of the Enviroment and Rural Affairs (DEFRA) on their website, shows that fly tipping reports have reduced in Norfolk, the council acknowledges the impact that fly tipping has on the environment and has joined forces with other local authorities in Norfolk to run an active campaign to combat fly-tipping. You can find out more on the Norfolk Recyles website.

Since the survey closed, central government has announced plans to abolish charges for disposing of limited amounts and types of DIY waste at recycling centres. You can read more about these plans on the government's website.

Norfolk County Council is awaiting changes to the relevant legislation which are expected in late 2023 or early 2024. Until then, current charges remain and customers with DIY-type construction and demolition waste will still be directed to our ‘Pay as you throw service’ available at all Norfolk Recycling Centres.

The majority of customers who completed the survey said they would prefer to receive information on recycling centres through an internet search, on social media, by talking to staff or through a newsletter. If you’d like to keep up to date with our recycling centres on social media please visit our website, sign up to a newsletter or follow us on Facebook, Twitter or Instagram. We also have dedicated Norfolk Reuse Shop Facebook page.