Staff shortages, overloaded routes and low morale blamed for recycling crisis

A PEMBROKESHIRE bin worker has spoken exclusively to The Herald, describing “a shambles” inside the county’s waste service as missed recycling collections mount across Milford Haven, Hakin and beyond. His account has since been independently verified by another member of staff who contacted us by phone, confirming the same issues across the service.

The revelations come after widespread disruption at the end of last month (Aug 29) left streets across Milford without collections for the second or third week running. Pembrokeshire County Council has cited “operational issues” including vehicle breakdowns and staff shortages, and urged households to keep recycling bags out until Monday (Sept 1) when crews “aim to recollect.”

Inside the routes

Frontline staff told The Herald that crews are being forced to take on far more properties each day than intended.

One worker said: “Routes were designed for 750 to 800 houses. Some of us are now covering 1,200 plus, then being told to help mop up other routes on top. We’ve been told since Christmas 2023 that routes would be restructured, but nothing has changed — and more new estates have been built in that time.”

They described the physical toll of filling lorries to capacity and the demoralisation of being pushed to do more: “It’s head down all day, necks and shoulders taking a hammering. When we finish our route we’re told to go back out and do more. Holidays are refused, and lads need long weekends just to recover. Morale is on the floor.”

Management criticised

Workers were scathing about the current leadership of the service.

One said: “During the pandemic we worked through with a different management team and there were no major issues. Now it’s army-style management. There’s no interaction. Our head of service, Craig Meachem, we’ve barely seen him in two years. We raised grievances, he came to one meeting out of six. It’s do as I say and that’s it.”

The same worker claimed: “He said at a scrutiny meeting he rolled his sleeves up and helped. That happened once, for two hours. Our old manager would be in at 6:00am with us, driving routes and loading when needed. Nothing like that now.”

Vehicles and welfare

While council leaders blame vehicle breakdowns, staff said that was only part of the story.

“There are days we’ve had five lorries ready but no crews to man them. They’ve even tried to send out a truck with just a driver. We refused — they promise help but it never turns up.”

Working conditions were also described as inadequate.

“In hot weather there’s no water supplied — we rely on residents giving us a drink. In wet weather we sweat inside our gear, then there’s one small drying cabin for 20 people, one shower for 100 staff. Most of us sit in the lorries with heaters on. Other councils let supervisors make welfare decisions. Here they’re reprimanded. We’re even locked in the compound until a supervisor lets us out, like schoolkids.”

Mental health strain

Staff say morale is collapsing under the strain, with sickness becoming a vicious circle.

“We are being totally demoralised. The only option for many is to go sick, which just makes things worse for those left. We tried to communicate, but management stopped listening.”

They also highlighted abuse from the public: “We’ve been assaulted, sworn at, had things thrown at us. Management wonders why there’s a mental health problem.”

Recruitment and turnover

According to workers, staff churn is worsening the crisis.

“They’ve taken on about 50 people in the last year, most lasting two days. One lasted one day and couldn’t even tie their bootlaces. It just puts more pressure on the rest of the crew.”

Streets missed

Over the last ten days, locals responding to The Herald’s call for information listed more than 30 streets where collections were missed, including Coombs Drive, Picton Road, Pill Road, Vicary Crescent, Dairy Park Grove, St David’s Close, Observatory Avenue, Silverstream Drive, Murray Road, Yorke Street, Hubberston Court, Wentworth Close, Hilton Avenue, Waterloo Road, Court Rise, Nubian Crescent and Mills Drive in Neyland.

Council response

Pembrokeshire County Council issued a statement to The Herald in response to the allegations. A spokesperson said:

“With the assistance of the public, Pembrokeshire County Council has consistently been among the top recycling authorities in Wales over recent years and together we can continue to improve recycling rates. We recognise there have been instances of missed collections over recent weeks, and we wish to apologise to the public for the disruption and thank them for their patience and support.

“We would also like to take this opportunity to thank our Waste and Recycling crews who are working extremely hard and doing their best every day to provide a safe and effective collection service while minimising disruption.”

The council added that:

• Routes are “planned to consider vehicle size, crewing, population density and depot locations” and were designed with support from WRAP Cymru. It said it “does not consider routes to be overloaded” but confirmed that further reviews are planned.
• In the last 12 months, 15 staff have left and 15 have been recruited, with all vacancies currently filled.
• Staff welfare is supported through HR policies, engagement events, a dedicated HR officer for mental health, and new welfare facilities at the Eco Park depot.
• The council said it updates its dedicated webpage with information when collections are disrupted, and aims to return within 48 working hours.
• Disruptions, they added, represent “less than 1% of the five million collections” carried out each year.

The council also pointed to “financial challenges” facing the authority and said the summer tourist season had added to pressure on frontline services.

The statement concluded: “We would like to thank the communities of Pembrokeshire for their patience and continued support.”