THE new refuse collection service in Bordon and other parts of East Hampshire got off to a chaotic start, as the district council switchboard in Penns Place was jammed with complaints.

At the height of the chaos on Tuesday this week East Hampshire District Council had six members of staff answering complaints at the rate of two every minute.

It was the first week of the new alternate weekly collections of refuse, introduced by East Hampshire District Council in a bid to meet government recycling targets.

Nineteen thousand households in Petersfield, Bramshott and Liphook, Whitehill and Bordon and Grayshott started the new system during last week.

One week their refuse is scheduled to be collected, followed by the recyclables and garden refuse the next week.

A further 13,000 households still operating on the old refuse collection system were supposed to be given a new fixed day for refuse collection.

But it has emerged that around 4,000 residents were given the wrong information about what day and which bin would be collected.

Steve Bradley, spokesman for East Hampshire District Council, said an incorrect database was used by Onyx to send information letters to residents.

Many residents did not receive a letter from waste contractor Onyx and were unaware that the refuse and recycling days had been changed.

The problem was worsened when a second letter sent out by Onyx to correct the errors still did not reach householders, it was claimed, due to postal delays.

At the time The Herald went to press, many householders were still in confusion about the day of their waste collection.

But Steve Bradley said Onyx were now delivering information letters by hand and all householders should receive one by today (Friday).

Mr Bradley said there were householders in East Hampshire who were still waiting for their new black bins.

ÒThere have been problems with assembling a list due to short timescales, poor response to the questionnaire and contractorÕs difficulties in finding properties and meeting deadlines,Ó he explained.

There were also difficulties in reaching some homes because the refuse trucks used by Onyx were too large.

Mr Bradley said around 3,000 properties were affected by this problem.

ÒMany rounds were also affected by some crews being new to the area and having difficulty in finding some properties,Ó said Mr Bradley.

Griggs Green near Liphook was one area affected in this way: ÒCrews will get to know the areas very quickly,Ó stressed Mr Bradley.

He added: ÒSome areas previously served by small trucks have been moved to normal rounds and unfortunately vehicles cannot get down these roads. Onyx need to review these rounds.Ó

Mr Bradley said the complexity of the operation had led to many of the teething troubles, but stressed that when the scheme was up and running, it would work more smoothly.

ÒBasically it is down to the complexity of the job,Ó he said. ÒThe logistics are very complicated, with about one third of households receiving recycling collection for the first time and in addition, all 47,000 households are being given one fixed collection day rather than the rolling system which moved after every holiday.

ÒAll these problems are being addressed by the district council and Onyx and we are confident that once this system has been in place for a few weeks it will settle down and people will see the benefits of increased recycling.

ÒWe apologise to residents for the confusion, but we are addressing the problems and the system will bring real benefits for the environment and council tax bills once it is running smoothly.Ó

John Collis, of Onyx, said this week: ÒThere were bound to be challenges for all parties involved in introducing such a mammoth scheme. One unfortunate consequence being that 4,000 households were sent conflicting information about their collection days. This has now been rectified with a second letter.Ó

He said that Onyx intended to complete the delivery of the new black recycling bins by June 7. ÒIn the meantime residents can put recyclable materials out for collection in cardboard boxes, bags or other suitable containers.Ó

Mr Collis added: ÒOnyx are working to address all problems as a major priority and apologies are offered to residents for any inconvenience that many have been caused.Ó