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/trade 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
• anyone using abusive language or intimidating behaviour towards site staff or other site visitors will be asked to leave.

Vehicle restrictions

• trailers over 3.5m in length are not permitted at Winsford, Ellesmere Port and Chester
• due to access restrictions, trailers over 1.5m in length are not permitted at either Tattenhall or Frodsham
• also due to access restrictions, trailers over 2.5m in length are not permitted at Northwich or Neston
• vehicles above 3.5 tonnes gross vehicle weight are not permitted to use in our recycling centres
• 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

These restrictions are in place due to limited space on some of our sites.

Staying safe on site

• 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

Proof of residency

• 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.

What you can expect from us

• 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