Guidance on visitor behaviour at HWRC sites

We want our Household Waste Recycling Centres (HWRCs) to be safe and pleasant places for everyone.

Staff at our HWRCs are there to help you recycle your waste safely and correctly. In return, we expect visitors to treat staff and other site users with respect.

We will not tolerate abuse, threats or violence towards site staff or other visitors.

Why HWRC staff ask about your waste

When you arrive at our HWRC, staff will ask what waste and recyclable items you have brought with you. This is done to:

• Help direct you to the right containers or bays
• Make sure as much waste as can be is recycled properly
• Check that items are allowed at the site
• Reduce potential safety risks, such as fires or damage from batteries, electricals, or potentially explosive items or chemicals
• Keep the site running smoothly for everyone
• Make sure no commercial or trade waste is being tipped

These checks are a normal part of how the site operates and help the council meet environmental and safety rules.

Staff ask these questions to help you and to keep the site safe, and they should be able to do so without being challenged or abused.

What we ask from visitors

When you visit an HWRC, please:

• Be polite, calm and respectful to staff.
• Confirm your booking when asked.
• Tell staff what waste and recycling you have brought.
• Follow instructions given by site staff.
• Only place waste and recycling where staff have directed you to do so.
• Drive slowly and follow site signs.
• Make sure children remain in your vehicle while you are using the HWRC

Behaviour we will NOT accept

We will not accept or tolerate abuse, threats or violence towards site staff or other visitors.

Please do not:

• Swear, shout, or use rude language
• Act in an aggressive, threatening, or intimidating way
• Use discriminatory or hateful language or behaviour
• Refuse to follow staff instructions
• Behave in an unsafe or disruptive way
• Damage buildings, skips, or equipment on site
• Try to dispose of business or trade waste
• Use the site in a way linked to criminal activity

What happens if behaviour standards are not met?

If anybody is abusive, threatening or violent towards site staff or other visitors, or does not follow staff instructions, we may take the following actions:

Warning

For small issues that stop once pointed out, a warning may be given.

Removal from site and booking suspension

For abuse, aggression or refusing to follow instructions:

• You may be told to leave the site straight away
• Your ability to make bookings may be suspended
• The shortest suspension is one month
• More serious or repeat behaviour may lead to longer suspensions

Long‑term or permanent ban

A long‑term or permanent ban may be applied for serious behaviour, including:

• Violence or threats of violence
• Hate‑related abuse
• Deliberate damage to property
• Repeated attempts to dispose of trade waste
• Use of the site linked to suspected criminal activity

Police involvement

The police will be contacted if behaviour may be a criminal offence.

Fair decisions

Decisions about suspensions and bans are made by Waste and Recycling Service managers and applied fairly in accordance with our guidelines - explained on this page - on visitor behaviour at HWRC sites.

People have the right to appeal and details of how to do this will be provided in the suspension letter they are issued with.

Thank you

Most visitors use recycling centres responsibly. Thank you for helping us keep our HWRC sites safe and welcoming for everyone.