Understanding Resident Perceptions of HWRC Bookings

Let’s be honest.

Not all residents love the idea of booking to visit a recycling centre—especially not at first.

Some say it’s inconvenient.

Others don’t trust it’ll work.

A few ask why things need to change at all.

But resistance doesn’t last forever.

It just takes the right approach—and a bit of patience.

When Kent and Essex introduced bookings, there were doubts. Complaints. Questions.

But they stuck with it. They listened, adapted, and earned trust.

And over time, residents stopped seeing bookings as a hassle—and started seeing the benefits:

• More efficient sites
• A better user experience
• Higher recycling rates and fewer emissions
• Major cost savings

The takeaway?

Design around users. Back it with data. And you’ll win over even the harshest critics.

Kent and Essex proved what’s possible. Now, we’re helping others do the same.

You’ve Heard the Story. Now, Here’s The Proof.

Kent County Council

In 2021, 51% of residents didn’t support bookings.

By 2025:

• 96% are satisfied
• 96% say booking is easy
• 97% get a slot that suits them

What changed?

Smart design. Real feedback. Relentless focus on the user.

Essex County Council

In 2022, Essex trialled a booking system that wasn’t built for recycling centres.

42% of residents didn’t support it. They flagged:

• Limited availability
• No same-day booking
• No easy booking changes
• Delays from paper-based check-ins
• Capacity discrepancies

After the trial, Essex switched to our purpose-built platform—shaped by over 30 million resident interactions.

They reworked site processes, rolled out the new system, and saw immediate change.

Satisfaction rose. Support surged.

That shift wasn’t luck—it was design.

So, how did they get there? Let’s break it down.

1. Ask First. Do Later.

Before doing anything, talk to residents.

Kent asked over 10,000 people. Essex heard from 18,000+.

They didn’t wait for complaints—they asked upfront.

Why it works:

• You spot problems before they grow
• You show people their views matter
• You make it a two-way conversation, not a top-down change

Tips:

• Start small, iterate fast, scale with confidence
• Run regular surveys—mix qualitative and quantitative

2. Action the Friction Points

You can’t do everything—but you can focus on what matters most.

Look for patterns. Tackle the blockers.

That’s what Essex did.

When they trialled their first system, residents flagged the pain points.

Rather than ignore the feedback, they acted on it.

They reviewed their workflows, redesigned key steps, and brought in our platform.

The biggest blockers? Gone from day one.

Trust grew. Queues shrank. Booking became the preferred choice.

Tips:

• Visibly act on feedback but avoid overengineering
• Use a system that adapts easily and scales fast
• Show residents what changed—and why

3. Communicate the Why

Most resistance isn’t about the system. It’s about perception.

People worry it’ll lead to more fly-tipping.

That older residents won’t be able to book.

That access will be reduced.

These concerns are understandable—but they’re based on misconceptions.

Kent and Essex didn’t just explain how bookings worked. They explained why they mattered:

• Faster visits
• Shorter queues
• Better on-site control
• Higher recycling rates
• Better communication

They showed how bookings save money—and protect services.

They didn’t stop at launch—they kept the message going and made the impact visible.

Tips:

• Lead with the purpose, not the process
• Tackle myths head-on with facts
• Keep messages consistent and focused on tangible outcomes
• Communicate before, during, and after launch

4. Make Booking Easy—for Everyone

Get booking right from the start—or risk losing users for good.

Kent kept it simple:

• Clear, plain-language guidance
• Fully responsive on all devices
• Real-time validation
• Easy data entry (calendars, not dropdowns)
• Built for accessibility, scalability, and security
• MyAccount and guest login options

The outcome? Well, you’ve seen the results.

But simplicity only works if it’s accessible.

Kent and Essex didn’t push everyone online.

They offered:

• Phone bookings (used by very few residents)
• Assisted support

The goal wasn’t just efficiency but making sure booking worked for everyone.

Tips:

• Keep the journey fast, accessible, and mobile-friendly
• Offer non-digital alternatives

Want the Full Story?

Join site managers from over 100 HWRCs for a community-led webinar on the 1st of May featuring the teams behind Kent and Essex’s transformations.

Hear from:

• Hannah Allard, Kent County Council
• David Rodgers, Essex County Council

They’ll share how they turned resistance into support—and what it took to get there.

Register HERE.