Decision details

The introduction of a booking system for the Household Recycling Centre (HRC) service.

To introduce a HRC booking system and to proceed with online bookings only if the Intelligent Virtual Agent is not ready to handle phone bookings.

Dorset Council operates 10 HRCs, handling around 55,000 tonnes of materials annually with a cost of approximately £5.12 million for the fiscal year 2024/25. Additionally, Dorset Council pays £737,416 per annum to neighbouring authorities to allow Dorset residents to use their HRCs (Hampshire County Council £302,416 and BCP Council £435,000).

A part year saving of £60,000 was put forward by the Waste Service for the 2025/26 financial year, from restricting neighbouring authority residents form using Dorset’s HRCs. The introduction of a booking system is required to allow for this saving to be delivered. This saving was included in Dorset Council’s 2025/26 budget which was approved by Full Council on 11 February 2025.

The key benefits and deliverables from introducing a booking system are:

(i)       Reduce disposal costs from preventing non-Dorset residents from accessing the HRCs for free.

(ii)       Improve the visitor experience and pollution from reduced queues to access HRCs.

(iii)      Deter trade waste abuse

(iv)      Improve communication with customers by providing timely updates, reminders and notifications through the booking system.

(v)      Provide essential new data on site usage, visitor patterns, and customer feedback to support future data-driven decision making

The booking system has been developed following consultation with other local authorities who have introduced similar systems. Alternative delivery of the systems has been considered and the intended implementation method is considered optimum in terms of service delivery and value for money.

The Environmental Protection Act 1990 (EPA) establishes a duty on local authorities to arrange:

‘For places to be provided which persons resident in its area may deposit their household waste and for the disposal of waste so deposited’ (Section 51) (1) (b).

and that:

‘Each place is situated either within the area of the authority or so as to be reasonably accessible to persons resident in its area’ and that ‘each place is available for the deposit of waste at all reasonable times (including at least one period on the Saturday or following day of each week).’ (Section 51) (2) (a, b).

These “places” in Dorset are the 10 HRCs.

In addition, the EPA also specifies that:

‘each place is available for the deposit of waste free of charge by persons resident in the area.’  (Section 51) (2) (c).

An EQIA has been completed and identified several benefits of the booking system, particularly for individuals with disabilities, carers, and single parents. It allows staff to assist those with disabilities, offers flexible booking The Environmental Protection Act 1990 (EPA) establishes a duty on local authorities to arrange:

‘For places to be provided which persons resident in its area may deposit their household waste and for the disposal of waste so deposited’ (Section 51) (1) (b).

and that:

‘Each place is situated either within the area of the authority or so as to be reasonably accessible to persons resident in its area’ and that ‘each place is available for the deposit of waste at all reasonable times (including at least one period on the Saturday or following day of each week).’ (Section 51) (2) (a, b).

These “places” in Dorset are the 10 HRCs.

In addition, the EPA also specifies that:

‘each place is available for the deposit of waste free of charge by persons resident in the area.’  (Section 51) (2) (c).

An EQIA has been completed and identified several benefits of the booking system, particularly for individuals with disabilities, carers, and single parents. It allows staff to assist those with disabilities, offers flexible booking options, and reduces pressure by enabling cancellations or rebookings. Carers and single parents can plan visits around their responsibilities and avoid delays. There may be exemptions for individuals with disabilities who face challenges in booking a slot

However, a potential negative or unclear impact is noted for older residents, who may find online systems challenging and prefer telephone-based services, which won't be available initially. To mitigate this impact, during the transition period, anyone arriving without a booking can speak with site staff, who will book them in and allow them to drop off their waste. Staff will also assist visitors in learning how to use the new system.

Advice has been sought from the Monitoring Officer who has confirmed that the introduction of a HRC booking system is not a key decision for the Cabinet and instead is a matter for decision by the Cabinet member.