Waste management

We promote effective recycling and waste management systems that work for our customers, especially those living in flats with communal areas and communal bins. We also have a responsibility to remove dumped waste from our properties, the communal areas we own, and help to reduce fly tipping. 

Our role in tackling incidents of fly tipping and improving waste management varies depending on whether the incident: 

• is a repeat or one off 
• poses an immediate fire or environmental health risk 
• relates to an individual property or scheme 
• impacts a neighbourhood where we manage a significant number of homes 

If fly tipping poses an immediate fire or environmental health risk, it will be removed urgently. 

If we can identify the person responsible for fly tipping, recharges and enforcement action will be taken. If fly tipping occurs within a communal area and we are unable to identify the person responsible, the removal of items will be recharged to all customers living within the building. 

The aim of our approach is to reduce the cost, scale and frequency of fly tipping incidents, improve our waste management and improve customer satisfaction. 

We will work with customers, the local authority and other partners in each of our neighbourhoods to clearly define a collaborative approach to dealing with fly tipping, litter and waste management locally. 

We have developed the following set of principles which guide our approach in each neighbourhood: 

• Responsive – we will develop a set of service standards for dealing with fly tipping, so you are clear about what to expect from us when you report an incident. 
• Collaboration – we will be well connected and work in partnership with local authorities, contractors and communities to effectively manage our neighbourhoods. 
• Communication – we will communicate clear and useful information to customers in relation to fly tipping and waste management. 
• Proactive – where there are repeat or wide-ranging issues in a neighbourhood, we will put in place initiatives or long-term measures in partnership with local communities. 
• Accountability – we will ensure that where there is sufficient evidence, individuals are held accountable for their actions through a proactive but fair approach to enforcement. 
• Fit for purpose – we will ensure that waste management arrangements at our schemes and neighbourhoods are fit for purpose and help to prevent fly tipping. 
• Learning – we will learn from best practice and make use of new technologies in waste management where possible. 

To help us tackle fly tipping, we want to work with customers to identify hot spots and the criminals responsible. 

The easiest way to report an incident of fly tipping is through the My Onward Portal. You can also report it to us by: 

• Contacting us via private message on social media between 8.30am – 5pm Monday to Friday, and 10am – 5pm on Wednesdays 
• Emailing customerservices@onward.co.uk  
• Calling 0300 555 0600 between 8am – 7pm Monday to Friday and 10am – 7pm on Wednesdays if you don’t have access to email or the internet.