Cawleys Waste & Resource Management Anmeldelser 25

As an ex-employee I want to give a few pointers before anyone chooses Cawleys Luton (Suez).

If you are looking to develop high blood pressure and stress in your early 30s, this might be the place for you.

If you think working hard will get you recognised or help you progress in the company, that was not my experience. From what I saw, progression often seemed to favour people who already had good relationships with senior staff.

Money-saving tip for customers: in my experience the collections didn’t always seem very organised. At times it looked like different types of waste that were meant to be collected separately ended up in the same lorry.

Drivers – if you have a strong work ethic and like going above and beyond, don’t bother here. There were times when it felt like a two-person job was expected from one driver without additional pay. Better trucks and easier routes also seemed to go to the drivers who were closest with senior staff.

I’ve never worked for a company that seems to believe so little in what it promotes. Even at the office level, recycling and using available resources doesn’t appear to be taken seriously.

When I raised concerns about stress and mental health, I personally did not feel supported and felt it affected how I was viewed within the company.

Looking back, if I could go back in time, I would seriously rethink my decision to work here.

Today is Saturday and our bags have been on the street waiting for being collected since Sunday. I sent email, I called and it is the second time I am writing here. Useless company. Do not waste your money and time. Once you have a contract you are trapped. They will write here and claim they cannot find my details. I am talking about Mercers Row NN1 2QL.

A nightmare of a company. Their job is to collect rubbish which they are awful at. Constantly having to chase and replys with our schedule (how helpful) 😂
Choose Veolia or Biffa and save yourlself the aggrevation of this lot. Useless.

Don’t use this company it’s gone downhill been using more then 5 years its shameful service missed every week collection then they charge you overweight charges for end of months. All stuff are unprofessional and lies. Avoid this company

stay away from this company at all costs they simply don't care, having to constantly chase up missed collections and they are the biggest liars going.
served notice a month ago advising of the date they needed to be removed from removed from site, had to ring everyday to get a collection date to be told they would get back to me no one ever did we have now reached the date where we are leaving the premises only to be told they are not removing them until next week. we wont have any access to the premises after to day and the new owners dont move in until February so they will be sat here until then

If I could give minus star I would. Stay away from this company at all costs, they are useless, they fail to collect, fail to call back, fail to do deliver a service, they make promises they have no intention of keeping. They dont care if you complain.

As others have said, we would give no stars if possible. The service we now have from Cawleys is absolutely terrible!

We have been a customer for many years but in the last 12-18 months there has been a sea-change in the standard of service in that we would now rate it at below zero!

We continually have the following issues:

1 - missed collections of DMR. When you call customer services, IF you can get through, the missed collection is rescheduled. But the rescheduled collection never happens! As at todays date, we have had no collection of our DMR for three weeks.

2 - being charged for missed collections of DMR. Trying to get a credit is a nigh on impossible. Cawleys say you need to speak to Suez, Suez say it is up to Cawleys to rectify.

3 - DMR bins marked as collected (sometimes with an excess weight) when they clearly haven't been! Again trying to get this corrected is impossible, even though we have CCTV to prove no collection has taken place.

4 - being charged for twice the amount of General Waste bins we have. The same issues getting a credit as in point 2.

5 - emailing customer services and receiving no response or being told that the case is closed without the issue being resolved.

6 - finally speaking to someone and being told that a particular person will call you back. The call back never happens.

7 - the change to Suez billing was interesting as we were charged completely new rates. Plus point - this has now been resolved.

8 - no access to Waste Transfer Notes anymore making compliance difficult to track.

Cawleys consistently fail to comply with the contract signed and really do not seem to care at all about the paying customer. The fact that we have resorted to write this review speaks volumes about the standard of service and the absolute frustration we feel.

Like many of the previous comments, we are truly disappointed with the services provided by cawleys over the last several months.
We have had issues across all three of our sites and have now begun the process of moving to a new company.
Customer service is very poor, anybody who answers the customer service line is unable to help and emails are unanswered for 3-4 weeks.

Your loss cawleys!

I am writing to raise a formal complaint regarding the extremely poor level of service we have received from Suez/Cawleys over the past several months. The ongoing failures in your waste collection and account management services are both unacceptable and disruptive to our business operations.

1. Customer Portal Deficiencies
The recent changes to the customer portal have made it impossible to access weekly waste transfer notes. This significantly impacts our ability to track missed collections, verify compliance with regulatory requirements, and manage recycling effectively. The decision to remove these essential records has been implemented without adequate consultation or consideration for customers’ operational needs.

2. Incorrect and Opaque Billing
We have experienced repeated issues with invoicing, including inflated bin counts, unexplained price increases, and charges applied without evidence of service delivery. Credit notes are often promised but are issued inconsistently and only after long delays, which creates unnecessary administrative burden and financial uncertainty.

3. Poor Transparency and Communication
The closure of the old customer portal occurred without any prior notice. In addition, waste collections are frequently rescheduled without informing customers, leaving us to chase updates repeatedly. This lack of transparency has further eroded our trust in the service.

4. Persistent Service Failures Throughout 2025
Missed collections have become routine, affecting recycling, food waste, and general waste across multiple sites. Despite numerous incident reports, these problems remain unresolved.

Most recently, our mixed recycling collection was due on Tuesday 2nd of September. I was informed that it would take place later in the evening, but it did not. On Wednesday morning, I was told it would be collected that day, but by the evening, it had been pushed to Thursday. On Thursday morning, I was again assured it would be collected, only to be told at 13:00 that it had been moved once more to Friday, 5th September. At the time of writing, we are still waiting. These repeated failures are wholly unacceptable, especially as we are operating a factory and attempting to comply with the simpler recycling scheme. Even if the collection occurs on Friday, our next scheduled pick-up will be the following Tuesday, leaving us with one and a half days of unmanaged waste.

Summary
Suez/Cawleys has consistently failed to provide reliable waste collection services, demonstrates poor customer service, and lacks transparency in both billing and communication. These failures expose us to compliance risks, increase costs, and waste significant amounts of our time

I have historically had issues with this companies communication. I moved my shop end of July. I asked them to move my bin to the new shop, they said they would get back to me but I have called and emailed umpteen times and it is met with deaf ears

Come and pick your bin up, you know where I am as you have as mentioned before lots of emails and calls

******I did finally get sorted out and the team that helped me did get the job done and well

Over a month ago, I put a review on Trustpilot about this company. Missed collections, no communication, invoice queries (which incidentially are still on hold), and basically the most horrendous service ever.

Within a couple of days, the Customer Service Improvement Manager called and talked to me about the issues, assuring me these would be dealt with.

I've heard NOTHING since. I have also tried to call this person and email him, again to no response or reply.

How on earth are they managing to stay in business ? Their reviews and service are atrocious

Worst company that we have had to deal with we cancelled our contract back at the end of March 2025 and are still trying to get hold of Customer Services which we finally got through today 10.07.2025 to be put through to a colleague who cant be named who wasnt there and went straight to answerphone and we are no further forward. We have had 3 further payments taken from our account for services that havent been done. Absolutely disgraceful company that continue to ignore their Customers DO NOT USE THIS COMPANY!
UPDATED this is the first contact that you have made with us we have emailed and phoned for the last 3 months with only 1 response from your team saying that the same colleague will phone that was back in May 2025 and we are still no further forward. I have left a voicemail for the same colleague still no call back. You have all our details so please contact us via that and refunded the monies taken in the last 3 months. You have made no effort to contact us in this period at all.

Like many others have reported, the communication from this company has been extremely poor. Emails go completely unanswered, and the shortest wait time we’ve had when calling is over 30 minutes. Even when we do manage to get through to someone, we’re promised call-backs and updates — but these never happen.

All we needed was a skip to be removed. Instead, we were incorrectly charged twice for the removal, with no service actually provided and no credit notes issued.

Based on our experience, I cannot recommend this company.

Edit: After posting this review, it was escalated and the skip was finally removed — nearly four weeks after the original removal date. We are still waiting for the payment issues to be resolved.

Really poor service. Our business is dependent on Cawleys to remove our weekly waste, and yet they have now had five missed collections in the last two months. Our bins are frequently overflowing and we cannot reach anyone to find out what the problem is or when we might expect a collection. What has happened to Cawleys?

We have now been promised a better service and reimbursed for the missed collections which is most welcome. Here's hoping the problems won't recur. Communications positive and helpful.

Since writing my previous review we have moved premises and are still using Cawleys. The service has improved drastically and with the big help of the Field Sales Executive our new waste management system is working very well.

If I could give no stars, I would.
It has now been a month since our last collection. You cannot get through to customer services, sale, or the accounts team. The account is signed up to a direct debit, so they take payment for not doing anything. The worst company to work with. Avoid at all costs.

Edit: Jack, still no attempt at making contact or resolving the billing issues. You should have a serious rethink as to how this business is run. Absolute pathetic excuse of a service provider.

Where do I start. We have been using Cawleys for a good few years now but for around the last year or so the service has declined so much that its through the floor. Our collections have not been happening when they should be and whenever I phone, and after waiting about 45 minutes each time to get through, I get told they will collect 'tomorrow' by someone who doesn't check and also really doesn't care. Tomorrow happens and still no collection. Our bins (DMR) have been overfilling and with the wind we have regularly our cardboard is spread around the car park. I sent email upon email to LS complaining about the service of both the collections and the people at the other end of the phone and she has ignored me each time. This is the person who is supposed to be the Customer Service Team Leader. I have now cancelled our collections and they should be collecting their bins in the next couple of weeks, we'll see!

I would give zero stars if i could. Have been trying to make contact since September 2024 to amend contracts with no progress. Now trying to cancel so can move to a better provider but still no contact being made. Absolutely horrendous.

Worst service ever. No responses from Customer Services Manager or the Commercial Support Team Leader despite numerous voice messages & emails. Missed collections. Terrible company that probably wont be in business much longer.

Update No response from Cawleys from numerous case studies raised. No idea why they bother with case studies as they just ignore them. All I want is the money they have taken illegally & the bin removed from our premise & we can forget they ever happened.
Update - Bin finally removed 😏

I have had a positive response to this & will update + change rating as we go.
Great response from Suez & Cawley's, all waste issues in my school have been soughted, back to the reliable company they was before.
Thank you Graham C

Had become an unreliable company since we're bought out by Suez group.
Phoned today & another promise I expect to be broken.

Update 10-6-2025
Bin pickup improved, then they broke a bin nearly 2wks later no new bin, 20minutes so far waiting for phone to be answered. New bin was delivered.
17-06 no bin collection for week and a half again don't remember the last time cardboard was emptied, 20 minutes on the phone waiting, promised pick up nothing.
Was also told someone will phone me, nothing even gave my personal number so they couldn't do the we phoned excuse.
Apparently no one let them in Friday when I was here all day & reception has 2 people so would of heard the buzzer.
20-6 still no cardboard pickup, my bin store is full of it, dangerous now nearly fell over.
They replied to my review 3 days ago, I supplied the information still nothing, just replied to look good ????
20-6 cardboard bins picked up, still got cardboard everywhere in the bin store.
Received a call this afternoon, a man (I don't give out names) from Suez apparently, lot's of excuses but has promised action & has given permission for me to call him direct, a positive call with hopefully a positive outcome, rest of cardboard to be collected Friday (I asked for a few days) as I have to break it all down & put in bins. I will update.
27/6 phoned me & all bin's collected, will see how it goes but seems to be looking up.
10-8 changed collection day to try to solve, great improvement, all seems to be good at the moment, will update when the school opens.