Street cleaning customer service standards

We clean and de-litter Charnwood Borough Council owned land (including dog waste), empty litter and dog waste bins and carry out carriageway sweeping in accordance with the requirements of the Environmental Protection Act 1990.

All areas are cleaned to the highest standard and if the standard falls below an acceptable level we will take prompt action to remedy the situation.

We also provide a chargeable cesspit emptying service.

This is the service we provide:

When you	We will	Within (timescale)
Report dog waste on the street/footpath/public open space	Log your call and, if the area is maintained by the Council, arrange for the area to be cleaned	Timescales set out below under Response times for Street Cleaning
Report fly-tipping	Investigate and arrange for the removal of fly-tipping where the waste is on public land.	Within 24 hours. Note: hazardous waste will take longer to remove due to legal requirements to use specialist contractors and notify the Environment Agency.
Report an accumulation of waste	Investigate who is responsible for the land i.e. the owner or occupier. We will then send a letter to request that they clear the land.	Within 7 working days.
Report an abandoned vehicle on the highway	Investigate the state of repair of the vehicle. Issue a removal notice if appropriate and try and identify ownership details.                              If the car has not been removed after the specified time then the car will be removed.	Within 24 hours
Report an abandoned vehicle which is then identified as a wreck on the highway	Arrange for removal.	Immediately
Report offensive graffiti on Council, Domestic or private property or assets (including shops)	Log your call, investigate and remove.	Removal will be within 24 hours (of completion of investigation)
Report detrimental graffiti on Council, Domestic or private property or assets (including shops)	Log your call, investigate and remove.	Removal will be within 7 days (of completion of investigation)

Response times for Street Cleaning

Zone	Area	Response Time
Zone 1	High intensity use e.g. Loughborough town centre	1/2 day
Zone 2	Medium intensity use e.g. housing areas	1 day
Zone 3	Low intensity use e.g. country lanes	14 days
Zone 4	Special circumstance areas where particular concerns arise e.g. A6 trunk road where health and safety considerations arise due to the speed and/or volume of traffic	28 days (or as soon as is reasonably practicable)

Only applies to those which the Borough Council are responsible for.

We will strive to ensure our customers are satisfied with the services we provide.

We will	Measure
Provide a prompt service	Satisfaction rating where customers rate us positively against this standard
Ensure staff are fully trained and knowledgeable about our services	Satisfaction rating where customers rate us positively against this standard
Provide a friendly and efficient service to all customers	Satisfaction rating where customers rate us positively against this standard
Provide useful and relevant information where appropriate	Satisfaction rating where customers rate us positively against this standard
Where possible and appropriate resolve the problem to your satisfaction	Satisfaction rating where customers rate us positively against this standard