The Trade Waste Customer Charter sets out the service standards you can expect from us if your business discharges waste of a non-domestic quality.
The Charter explains the level of service you can expect from us when it comes to commercial trade waste services. It applies to any business that has a trade waste agreement with us. The Charter outlines your rights and responsibilities as a customer – and ours too.
In mid-2025 we proposed changes to the Charter and shared these with customers for feedback.
All customers who provided feedback were supportive of the changes.
These changes will now take place from March 2026.
Here’s what’s changed:
- We improved the layout and order of information to remove duplication and make it easier to read and understand.
- We removed a dated reference to eight criteria for categorising major customers. We now use a different approach to classify major customers that gives more flexibility for us and customers.
View the Trade Waste Customer Charter.
Previous updates
We’re updating our Trade Waste Customer Charter and we’d love to hear what you think.
The Trade Waste Customer Charter sets out the service standards you can expect from us if your business discharges waste of a non-domestic quality. The Charter explains the level of service you can expect from us when it comes to commercial trade waste services. It applies to all business who have a trade waste agreement with us. The Charter outlines your rights and responsibilities as a customer – and ours too.
Your feedback will help us make sure the Charter is clear, fair, and meets your needs.
We’re improving the layout and order of information in the Trade Waste Customer Charter to remove duplication and make it easier to read and understand.
We’re also proposing a change to remove a dated reference to eight criteria for categorising major customers. We now use a different approach to classify major customers that gives more flexibility for us and customers.
Download a copy of the new Trade Waste Customer Charter with the change tracked.
Tell us what you think of these changes by completing our short feedback form.
We’ve already worked closely with customers to determine the Guaranteed Service Levels and service standards in our Trade Waste Customer Charter. They’ll remain unchanged.
Feedback closes 5pm on Sunday 20 July 2025.