Who can request a bin repair?

Only the account holder can request a repair. To process the request, verification of either the last four digits of the account holder’s social security number or the company’s federal tax ID number is required.

How do I request a repair to my bin?

Fill out the online form or call 311.

Is there a fee for bin repairs?

There is no charge for repairs unless the bin is significantly damaged due to customer negligence, in which case, a $50 fee would apply.

Once a request is submitted, when will the repair be completed? 

Repairs will be performed on your next scheduled service day. The bin needs to be in front of your house and accessible by 6 am on your pickup day.  

311 Process Notes

1.  

   To enter a work order for a container repair:

   1. Verify yard waste service is active in Enquesta or Routeware
   2. Open Routeware
      1. Click on the Routemaker tab and search the address to find the active customer and date for service.
      2. Correct service date is determined by route number assigned to the address
      3. 100=Monday, 200=Tuesday, 300=Wednesday, 400=Thursday
      4. Click on the work order tab
         1. Find the next available trash day by changing the date in the upper left corner, then in the bottom right box under route type check any 311 container work order types. Next, double click on any work order to open, then press the “x” in the upper left corner to close the work order and refresh the list.   If there are 19 or less work orders proceed to schedule for that date.  If we have already scheduled 20, proceed to check the next week.
             
         2. After determining the open date click “+work order” in the grey ribbon of the bottom right box. Search for the customer by name, address or customer number. Choose the active customer from the “select a customer” drop down list.  After clicking on the customer name and their name appears in the field click select this customer and a blank work order will open.
             
         3. In the work order, choose the appropriate work order type “311 Damage Bar", "311 Lid Replacement" or "311 Wheel Replacement" – enter the scheduled date – change container to container type - select a container “96 Gallon Refuse” or “96 Gallon Yard Waste” – select a vehicle “311 Tote” - +Details to add notes which should include: number of container, container size and initials (ex. 2nd 96gal trash container - KS). Also, include in notes any special circumstance or request from the resident (drop-off location, etc.). Copy these details and press the blue save button at the bottom of the work order.
             
         4. Let your caller know it can take one to two weeks for removal. 
             
         5. Go back to CRM – Paste the Routeware work order notes into the call notes in CRM.  If this is the only item for this call click “end call.”
   When creating a repair work order for a lid, wheels or lift bar, utilize the Routemaker tab in Routeware. Under this tab, check to see what day of the week is their normal day and the route assigned to the address. (When scheduling a yard waste container repair, use the route number under the regular trash tote service.)

2. Once you have their day of service, go to the Work Orders tab and filter to show all work orders on that day that were scheduled by 311 and are of a container nature (311 Lid Repair, 311 Remove Trash Tote, etc.). These filters can be found under the “Type” column. Click in the white box under Type and the available filters for that date will show. After selecting all applicable filters, click the Refresh button to show only those filtered items. Once filtered, 311 has up to 20 available container work orders per service date. If there is room, schedule for that date, otherwise, repeat the process for the next available date the following week.

3. Work order should be scheduled for the next scheduled trash day for Solid Waste. Solid Waste does not offer container drop offs/pickups or repairing containers on a different date than their day of service. Containers would need to be utilized in their current state until the repair is completed. If the container is not able to be used, please offer to schedule an Extra Pick-Up under the Solid Waste guidelines.