From Covid Stopgap to Operational Powerhouse: HWRC Booking Systems 5 Years On

HWRC Booking Systems: The Story So Far

Five years ago, HWRC booking systems were a stopgap—spun up overnight to manage queues and keep people safely apart. No one expected them to last.

Today, they’re essential.

Over 60% of councils now rely on bookings. And that number’s rising fast.

So, how did a temporary fix become a strategic mainstay?

After Covid, councils faced intense pressure to cut costs.

Site closures, shorter hours, and reduced services became the norm.

At the same time, residents wanted more. Faster visits. No queues. No uncertainty.

What no one saw coming was how effective bookings would become. Refined through real-world use and feedback, they’ve helped solve these challenges—cutting costs, streamlining operations, and improving the experience.

That mix of pressure, timing, and results made bookings the new standard.

And we’re still raising that standard.

Our system has grown from rapid response to a purpose-built platform, shaped by five years of insight and feedback.

Now, in 2025, that maturity is delivering greater benefits and driving wider adoption.

Here’s how that looks in practice.

Kent County Council

In 2020, Kent launched a temporary system during COVID, but early results showed long-term potential.

By 2021, a public consultation was underway.

In 2022, following a slim majority in favour, the council made it permanent, committing to shape the system around user feedback.

Since then, ongoing improvements have kept it closely aligned with staff and resident needs.

By 2024, Kent had saved over £1.4 million, achieved 96% satisfaction, and earned a Digital Impact Award nomination, demonstrating that well-executed implementations can deliver real, long-term value.

Operational Impact:

• £1.4m saved—thanks to smarter site management, reduced tonnage, fewer misuse cases, and lower communication costs.
• 700% return on investment
• 27% drop in tonnage
• 5% increase in recycling

Impact on Residents:

• 96.2% satisfaction—up 47.2% since first consultation
• 96.8% found booking quick and easy
• 99% got their preferred slot
• 75% booked same-day
• 9,566 residents requested on-site support through the system

And Kent isn’t alone.

Community Trends (130+ sites)

We’re seeing the same outcomes across our community.

Operational Impact:

• West Sussex: £650k saved annually
• Western Riverside: £200k saved annually
• 97% of WRWA visitors didn’t queue
• 93% of Essex residents are happier with access and traffic flow
• 87% of Re3 users reported shorter queues
• 81% of West Sussex users said bookings improved wait times
• 350% increase in banned vehicles identified in West Sussex
• 20% of Essex users reduced or reused more waste
• 7% less waste and 9% more recycling at Western Riverside
• 35% drop in waste tonnage at West Sussex trial sites

Impact on Residents:

• 98% of WRWA users found booking quick and easy
• 96% of West Sussex residents are satisfied with the experience
• 93% of Essex residents rated the system positively
• 98% of West Sussex users got their preferred time
• 90% of Hampshire residents are satisfied with the process

The impact is clear—and it’s reshaping how councils manage their sites.

The Future

As pressures on waste services intensify, the shift toward bookings is becoming impossible to ignore.

But long-term success requires more than a set-and-forget rollout. It demands the right technology, constant feedback, and ongoing innovation.

And what’s next? Smarter features. Tighter integration. Even greater impact.

Learn more

See how we’re transforming site management for two-thirds of the largest county councils, three-quarters of London’s waste partnerships, and leading UK waste teams.