At the recent council meeting, County Councillor Stephen Shing spoke in support of reviewing the Household Waste Recycling Site (HWRS) booking system to ensure it works for all residents, particularly those who are vulnerable or have disabilities.
It was agreed that a review should now take place.
Speaking at a recent East Sussex County Council meeting, Councillor Shing said he was pleased to be the second longest-serving county councillor currently serving on the authority, having represented residents for more than 25 years.
During that time, he said he had never received complaints about the Household Waste Recycling Site service before the booking system was introduced. While he had received objections over the years to proposals to close recycling sites or reduce opening hours, he stressed that these were separate issues.
“Since the introduction of the booking system, however, I have received a number of complaints from residents,” Councillor Shing said.
One resident contacted Councillor Shing after being turned away from the Eastbourne Household Waste Recycling Site because he was unaware that a booking was required. The resident suffers from a brain tumour, multiple sclerosis (MS), and a broken back with slipped discs. He felt that, given his circumstances, he was not provided with the assistance he needed. Although his complaint was reported to the council, he does not believe his concerns have been properly addressed.
Councillor Shing said the case highlights an important issue around accessibility.
“A booking system can only work effectively if residents have access to the internet, possess the necessary digital skills, and are aware that a booking is required. We must ensure that council services are accessible to everyone, including elderly residents, those with disabilities, and people who are digitally excluded.”
Councillor Shing also shared his own recent experience of using the booking system.
“Two weeks ago, on a Saturday morning, I attempted to make a booking through the council’s website. Every time I selected a recycling site, the website froze. To rule out problems with my own equipment, I tested several other websites on the same computer, all of which worked perfectly. This confirmed that the issue appeared to be with the booking website itself.
“I then telephoned the number provided on the website, only to receive an automated message stating that the office was closed until Monday morning. As telephone support is only available during weekdays, there was no way to obtain assistance or make a booking over the weekend.
“After spending several hours unsuccessfully trying to access the system, I eventually tried again close to midnight. By then the website was working, and I was able to make a booking. However, my nearest Household Waste Recycling Site at Hailsham was already fully booked, leaving me with no option but to travel to the Eastbourne site instead.”
Councillor Shing said this experience demonstrated a significant weakness in the current system.
“If the website fails during weekends, when many residents are most likely to use the service, and no telephone support is available, residents are left with no alternative.”
He added that if the council believes the booking system is performing well, it should publish transparent performance data that reflects the experiences of residents who encounter difficulties using it.
Councillor Shing also questioned whether the booking system provides sufficient benefits to justify the inconvenience experienced by many residents.
“Whether a booking system exists or not, staff are still required at the entrance to check residents into the site. Once admitted, the recycling process itself remains unchanged.”
He suggested that, instead of requiring advance bookings, residents could simply provide proof of their name and address upon arrival.
“This would continue to ensure that only East Sussex residents use the facilities while helping to reduce misuse by commercial operators, without creating unnecessary barriers for legitimate users.”
Councillor Shing also called for improved access to Household Waste Recycling Sites for residents arriving on foot, with small trolleys, trailers, mobility aids, or bicycles.
“This would make the service more accessible for vulnerable residents and those with disabilities, while also encouraging more sustainable ways of travelling to recycling sites.”
Concluding his remarks, Councillor Shing said: “Our recycling service should be efficient, accessible and fair. Any system introduced by the council should make it easier—not harder—for legitimate residents to use a service they already fund through their council tax.
“In addition, the telephone booking and support service should operate for the same hours as the recycling sites are open, ensuring residents can obtain assistance whenever the sites are available to use.”