FAQs on Epsom CRC booking system

Coronavirus Community Recycling Centre Update 19 July

In line with the Government's announcement regarding social distancing measures and step 4 of the roadmap out of lockdown there will be a number of changes at the Community Recycling Centres across Surrey.

From 19 July Social distancing barriers will be removed and the number of car-parking spaces will revert to normal operation. Assistance for the elderly, disabled and infirm will also recommence, with the added requirement that site staff and residents, unless exempted under the pre 19 July 2021 restrictions, wear a face covering for the protection of both parties. Please make contact, upon arriving at site, with a member of site staff if you require help.

Social distancing measures will be removed from the 4 reuse shops currently open at Leatherhead, Shepperton, Earlswood and Witley (Witley; weekend opening only, also card payment only accepted), face masks will remain advisory.

From 22 July visitors to Epsom CRC can come without making a booking. The booking system trial has now ceased and bookings can only be made up to 19 July. Any bookings already taken after this date have been cancelled though visitors can still come to the site.

We ask that all visitors remain vigilant to the virus and respect the personal space of others while on site. In line with Government advice we would continue to suggest wearing a mask when visiting, as the sites can get crowded during busy periods.

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Why are you introducing a booking system?

Since Epsom community recycling centre reopened after lockdown, there have been issues with significant queues. At most of our other centres, the queues subsided after initial demand dropped, but this has not happened at Epsom. The queues are causing disruption for residents and local businesses.

We're introducing the booking system to help regulate the flow of traffic and number of visitors to the site with the aim of alleviating the queues and providing a better service for residents.

Is the booking system permanent?

At the moment, the system is being introduced as a trial and we will be asking for feedback to understand if the system is working well for residents and helping to reducing queuing and disruption for local businesses. The trial is expected to last until the end of the year.

How can I access the booking system?

Book a slot

If you do not have access to the internet then you can call the council's Contact Centre on 03456 009 009 and they will book a slot on your behalf.

How does the booking system work?

The booking system will show you available dates and time slots. You select the date you want to visit, and then the time slots that are available will be displayed for you to choose from. You will then be asked to provide your car registration and email address to confirm the booking. You will receive an email confirmation of the booking. You will need to visit the site in the vehicle you registered when you booked.

How long are time slots?

Each time slot is 15 minutes long. You can arrive at any time within the 15 minute window and access the site. Once on the site, you can stay as long as you need to unload your recycling, although we ask residents to be swift to be considerate to other users.

Can I turn up without a pre-booked slot?

No, from 5 November, all visits to Epsom Community Recycling Centre will need to be pre-booked.

What if I am early or late?

Your time slot is 15 minutes long and you can arrive any time within that time period. We will endeavour to accommodate you if you arrive a few minutes early or late, but please try to avoid this as it may results in small queues forming if too many people arrive within the same time period.

I'm planning to hire a van and don't know the vehicle registration in advance?

You can still book a slot even if you don't know the details of the hire van you are renting. Please apply for your van permit as usual then enter the permit number instead of the registration plate on the booking system. When you visit the centre please bring a copy of your vehicle hire details as well as proof of your van permit number to gain entry.

What if I don't have access to book online?

If you do not have access to the internet, you can call the council's Contact Centre on 03456 009 009 and they will book a slot on your behalf.

Do I still have to pay for chargeable materials?

Yes, and this process will remain the same so you will be asked to pay for this when you enter the site. You will not be able to pre-pay through the booking system and you do not need to notify us through the booking system if you intend to bring chargeable materials.

Can I still visit the site in a van?

Yes, the rules on vans, trailers and pick-ups remain the same so you will need to have a valid permit before you can enter the centre.

Do I still need to bring proof of residency?

Yes, all other rules of the community recycling centres stay the same so you will still need to bring proof of residency, such as a driving licence or utility bill, with you when you visit the site.

How long is the trial going to last?

The trial is anticipated to last until the end of the year when a review will take place to determine if the system is helping to reduce queues and make it easier for residents to access the site.

Why was Epsom community recycling centre chosen for the trial?

The trial is taking place at Epsom as the site has experienced significant queuing since reopening after lockdown. While other sites have seen a reduction in queuing in recent weeks, Epsom has continued to be busy, which is causing an issue for residents and local businesses on the Blenheim Road Industrial Estate.

Are you going to introduce booking systems at other community recycling centres?

At the moment the trial is only taking place at Epsom. The potential need for the booking at other sites while be considered as part of the review once the trial is completed.

What can I do if I have feedback?

We will be sending a link to a feedback survey to all residents who have booked via the online system and have a valid email address. This data will be reviewed and analysed at the end of the trial period.

Do I need to print off my confirmation email?

No, but you need to visit the site in the vehicle that you will have made a booking for, alternative vehicles will not be allowed entry. You should also bring proof of your residency to show that you are a Surrey resident.

What are you doing with my data?

We are collecting your vehicle registration number and email address in order that you can be identified by site staff as having booked your timed appointment to visit the centre. The data will also be used for research and statistical analysis to measure the effectiveness of the pre-booking scheme. Your personal data will be retained by Surrey County Council for a period of six months prior to secure deletion.

How often can I book a slot?

You can only book one slot at a time on the system, but you can book multiple time slots in a day, if necessary.

I don't need my slot anymore, can I cancel it?

Yes, you can. If you realise you no longer need your booking slot, we ask you to cancel it so ensure it is available for other residents to book. To cancel, please follow the link in the email confirmation you received when you booked, and enter the required information.

When will slots become available?

You will be able to book a time slot up to two weeks in advance of your visit.