Code of conduct

It is important that site users understand what is expected of them and what standard of service they can receive in return.

What we expect from you

our recycling centres are exclusively for the use of Cheshire West residents to deposit their household waste. Commercial waste is not accepted.
where a resident or charity permit is required, it must be presented before using the site
automatic number plate recognition (ANPR), CCTV and body camera monitoring is in place at all sites
users should sort and separate different materials before their visit, ensuring materials are placed into the appropriate containers at the site
deposited goods may be sold or reused through a variety of outlets in order to reduce what is sent for disposal. The exchange or sale of goods on site between individual users is not permitted.
your waste may be checked on arrival, site attendants reserve the right to publicly open any bags and/or boxes in order to check contents
items that we do not accept should not be left on site
depositing waste when the site is closed, either outside the gate or elsewhere is fly tipping and subject to enforcement action
foul or abusive language to staff or anyone else on site will not be tolerated and will result in future access being restricted

trailers over 3.5m in length and vehicles above 3.5 tonnes gross vehicle weight are not permitted to use in our recycling centres
due to access restrictions, trailers over 1.5m are not permitted at either Tattenhall or Frodsham
also due to access restrictions, trailers over 2.5m are not permitted at Northwich or Neston
all vehicles entering any recycling centre must display number plates that meet legal requirements. In particular, all plates must be made from a reflective material and if towing a trailer the plate must match the vehicle towing it.

pedestrian access is only permitted on sites where a dedicated gate is present
instructions given by staff, signs, notices and road markings must be adhered at all times
children (aged 12 and under) and pets must remain in vehicles at all times
sensible footwear and gloves should be worn when handling waste
smoking and the use of mobile phones is prohibited

residents must accompany their waste to the recycling centre, regardless of who is transporting it, and provide proof of residency when requested
hired or unmarked vans may need to provide proof of residency before being granted permission to use the site
where requested, users will be required to provide proof of residency and complete a waste declaration form. Until it has been confirmed where the waste has come from, access to all of our sites may be restricted.

members of staff will be available to assist customers in operational areas. If requested, assistance will be provided where safe to do so.
staff will assess customers' needs, provide guidance and offer assistance
staff will be helpful, polite, respectful and fair
staff members can easily be identified by their work wear, branded hi-vis waistcoat and unique ID badge. They will provide their first name when asked to do so.
customer queries will be dealt with in a polite, honest and courteous manner
staff will be able to provide contact details for our customer services team if needed
staff members demonstrate competence by operating in accordance with HWM's policies and procedures to ensure all sites are operated in a safe and compliant manner.
incidents of bad practice will be investigated and dealt with in accordance with the company's disciplinary process

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