News - March 2023
23/03/2023 – Roads are on course to complete the upgrade for WDM effective 27/03/2023. Script changes are due to be completed by 17:00 on 24/03/2023. Advisor/Senior training due to be carried out online by Karen from our Support Team during the week of 27/03/2023, calendar invites will be issued to Advisors by Karen in due course but please note these may not be issued until the week of 27/03/2023. Kindest regards, Donna
20/03/2023 – We are in the process of creating/completing revised scripts which should be available from 27th of March 2023. At the minute we are looking at Advisors being in the CC for a mix of online training supported by live enquiry handling off of calls. Training dates/times will be confirmed to staff as soon as practically possible.
We have been made aware that WDM is to be upgraded this year with the upgrade currently scheduled to take place from 27/03/2023. The upgrade will see significant changes to the current look to fault reporting (hopefully much easier as you’ll not use Lagan Maps) and as a result will be split into 3 phases as detailed below (we’ll keep this item updated as soon as we know more).
Phase 1 (end of March 2023): Customer Services to start using new system (PIP) for reporting new faults, due to the amount of work involved there will not be initial integration with Lagan, Training for affected Advisors (Beth, Dawn, Emma, Ross, Lynne R, Lynne F) dates are not yet available as we’re still in the early stages of looking at scripts and how the system will look for Advisors. Support Team & Senior/s will be involved with reviewing scripts and ensuring these accommodate new processes.
Phase 2 (timescale TBC when available): Lagan integration.
Phase 3 (timescale TBC when available): Availability for customers to report faults online with these bypassing Customer Services and going directly to new roads system (PIP).
14/03/2023 – Roads have today confirmed that WDM system upgrade is to go ahead from Monday the 27th of March. We are currently working on the new scripts and will confirm training dates as soon as practically possible. Just to give a bit of assurance, from what I’ve seen so far, the new fault reporting process is much better as there will no longer be 2 sets of Maps to use. As a result it is anticipated that Advisors/Seniors will be able to raise faults during calls rather than having to raise from memory afterwards which is better for everyone concerned especially Advisors.
Update 16/03/2023: We can confirm the full amount of Garden Waste Permit mailings will be sent out next Thursday, 23rd March.
Update 01/01/2023: Please be advised GWP's for 2023/24 are now available for purchase online and over the phone. Below are links to the letters and emails sent to customers regarding renewal of their permits, for your information. PR have confirmed that social ads (Facebook & twitter) will start tomorrow (02/02/2023) they’re hoping to get a press release out today but awaiting final approval so that’s likely to be tomorrow (02/02/2023) as well.
GWP 2023/24 Existing Customer Renewal Letters
Update 01/02/2023:
Garden Waste Script has been updated to with the 2023/24 permit details. Permits are priced at £36 each. Emails will start to go out to customers today per information below.
02/02/2023 – Susanne Green (environmental protection Admin Officer) has confirmed that all white mail reminder letters have been dispatched today. Please note that once in the hands of Royal Mail, MC have no control over the delivery date to households and we can only hope that they will be delivered within the next 10 days.
Update 25/01/2023:
When will the 2023/2024 permits be available to purchase online:
The waste team are continuing to work with ICT to make the online GWP’s available for sale from 01/02/2023
Provisional date for the issuing of reminders to customers:
- 01/02/2023 – 16069 Email reminders to customers who only purchased once using their Email address and their Email will contain a link to reload previous application details (link to be included in last update).
- 01/02/2023 - 774 Email reminders to customers who purchased online more than once using their Email address e.g. buying for themselves, friends and /or family and their Email will not contain an individual link as they made several purchases using their Email address (link to be included in last update).
- 03/02/2023 – approximately 2.5k paper reminders, being sent to customers who purchased their GWP last year but did not provide an Email address (link to be included in last update).
Previous issues with online purchases which resulted in the payment being collected but no case to allow a permit to be issued
ICT have managed to isolate a possible issue affecting all online payments. A solution has recently been trialled with the Registrars which was successful so has also now been shared by ICT to the Waste team so should prevent customers from having to contact Customer Services.
Reporting issues with GWP’s
Advisors/Seniors are encouraged not to get involved in disputes re-GWP’s instead all issues affecting GWP’s should be raised to the Waste team using the Lagan script short-code “DD” and follow the GWP route. The Waste Team will contact Customer Services Support directly if they require assistance to resolve a customer enquiry.
When will we get future GWP updates:
The next update will be posted here as soon as we have a confirmed date for the 2023/2024 GWP’s being available to buy online, reminder issue dates & links to the Email and paper reminder wording.
Update 23/01/2023:
Please note that customers are now unable to purchase permits online. They are however still able to call and purchase permits for the remainder of 2023 over the phone.
Update 10/01/2023:
Following a meeting yesterday (09/01/2023) the Waste Team are unable to confirm a date for when customers will be able to buy their 2023/2024 GWP’s. However, they’re working hard with ICT to have this available by early February 2023. Our next meeting with the Waste & ICT teams is scheduled for 25/01/2023 so we will keep you updated after this, regards Donna
Update 16/12/2022:
As you will be aware from a recent social medial news posts, the GWP’s for 2023/2024 are reducing from £40.00 to £36.00. Customer Services have not received information as to when the new permits will be available to purchase so anyone contacting for information should be asked to keep a look out on the Council’s website and social media accounts for updates. As soon as more information is known this post will be updated, Donna.
Following the change of systems from Flexi Route to Lift and Go. Dial a Bus will now be known as M Connect. The customer service Call back script has been updated with an option for M Connect.
As Flexi Route has been turned off please raise any Bus journeys through the Cust Serv Call Back script taking the full journey details. Once advisors have had their training they will start to pick up these cases and book the journeys into the new system.
If you take a journey that is for the next day, please send an email to the seniors with the case number and the rest of the details and flag as urgent. This will ensure the journey is booked in time.
Any questions, please pass via your seniors in the first instance.
29/03/2023 - Update - The Transportation Team have advised that the service has been restored and should be working as normal.
PayByPhone has been experiencing a major platform outage, affecting the following platforms: website, iOS/Android/Huawei apps, Automated Phone Line, SMS, PayByPhone Portal, Enforcement.
The technical teams are treating this problem with the highest priority and are diligently working to resolve it.
While this outage is inconvenient there is alternative methods of paying for parking, either by cash at the machine or by card where the machines are able to take card.
Following a meeting attended 23/03/2023 by Andy (Customer Development Manager) Andy has advised that although very little came out of the meeting the main item of interest for Customer Services was that people currently offering this type of accommodation have had an extension of 6 months to allow them to apply, now October 23.
The Scottish Government have just launched a new advertising campaign, which is to run from now until the end of the month and as a result Customer Services may see an increase in customer contact for Short Term Lets.
The position in Moray remains the same with an expected 600 applications to be made, only around 60 applications have been made to date.
Moray Council’s Short-Term Lets webpage can be found here - Short Term Lets Licence - Moray Council
White goods and electrical items are once again being accepted at Recycling Centres and for Bulky collections.
With regards to the above excess charge notice if the notice is paid by close of business on Tuesday 14 March please accept the reduced charge of £60.00. The query the team have received is from Nicola Wood, her email address is kissnaw30@googlemail.com.
Due to unexpected circumstances we are not able to accept white goods at any of our Household Recycling Centres at the current time. This includes but is not limited to fridges, freezers, cookers and washing machines.
At the current time we do not have a date for when we will be able to recommence acceptance of these items. As soon as this information is available we will provide an update.
The B9040 Road closed from the B9012 junction at Duffud through to B9135 junction at Lossiemouth due to road traffic collission. Temporary diversion to be put in place.
One of our engineers has been in contact to advise that there is no water in Cullen, please be advised that the team are aware of this incase any calls come through.
Due to frozen pipes Rothes Public Toilets have been closed temporarily. They will be reopened when it is possible to do so.
Snow gates currently closed due to adverse weather conditions.
Update: It is planned to open Lecht ski road gates at 10.00am this morning, passable with care once opened.
Advance warning – a press release is due to go out this morning advising that at this time *until at least 13th March* Waste are unable to accept white goods and small electricals at Recycling Centres – need to suspend collections of these on bulky uplifts too.
Please do not book in any further white goods/small electricals for uplift – they won’t be uplifted.
Current bookings are unaffected – this is outwith control and is due to the fire at the Shore Recycling Facility in Perth the other day – they collect these items for reprocessing.
Any issues, pass via your Senior in the first instance.
UPDATE 22/02/2023: When sending these emails please ensure you include the address and the Confirm Enquiry number for their reference. Not all members of the Waste team have access to Lagan and so need this information for processing the enquiries - the Lagan reference number is not necessary so please exclude this.