BINS offers garbage solutions for all

The major part of BINS' operations is that of garbage collection, this service is available throughout Nairobi and its environs.

RESIDENTIAL CUSTOMERS  are supplied with 2 plastic bags per week and these are collected once a week. (the day of collection depends on where you live).

The monthly charge for this service is KShs 600/- per month payable either quarterly or annually in advance; on payment customers will receive either 24 (quarterly) or 104 (annually) bags; if a customer wants more bags these are charged at KShs 50/- each and should be requested in advance.

Although it is not always possible customers are encouraged to sign for a year in advance and by doing so they will receive a one month discount (see “Special Offer” on Latest News page).

INDUSTRIAL / COMMERCIAL CUSTOMERS receive a customised service depending on their particular needs.  BINS will send their qualified trained personnel FREE OF CHARGE to your premises to advise on the best way of storing the garbage (bags, drums or skips) and the recommended frequency of collection.

Our range of charges per item are:

Discounts are available for big volumes or on advance payments.

Collection times

BINS collects garbage from residential customers between 8:30am and 12:00 noon on the particular day of collection, and 8:30am and 4:00pm from industrial/commercial customers.

These timings can not always be guaranteed as weather and road conditions, traffic congestion and breakdowns can effect timings.  Where possible BINS will communicate any delays in collections.

If your day of collection falls on a PUBLIC HOLIDAY you will be informed in advance if there is to be a change in your collection day.

“SPECIAL COLLECTIONS”

Some customers may require “bulk” collection of garbage.  BINS will send their qualified trained personnel to assess the type and volume of garbage to be collected and a quote will be made “on the spot”; this service is normally only available on a Saturday.

TOXIC / HAZARDOUS WASTE

Bins does not collect toxic or hazardous waste as the Nairobi City Council dumpsite at Dandora does not have the facilities to properly dispose of such material; however Bins may be in a position to offer our incineration services for its disposal depending on and there being a certificate proving its composition

Other Services

In 1998,under the trade name BINSCAPE the company started offering customers a "Full Site Maintenance" package. Currently the company has contracts with such esteemed companies such as Mobil, Kenya School of Monetary Studies, I&M Bank Ltd, Barclays Training School, Intercontinental Hotel and many others. The company anticipates strong growth in this area as awareness and interest in the professional services we offer continues to pick up.

In 2001, the Company designed and built its own state of the art incinerator for the destruction of expired food, drugs, and sensitive confidential documents. Again there is high demand for this unique service and the company forecasts good growth in this area too.

In 2002 we have started offering sanitary services; to all those who have experienced our excellent level of services in other areas we feel sure that you will want to consider approaching us for our competitive prices for this service.

BINS is a progressive company constantly and proactively seeking ways to further fulfill the needs of all our customers both in its core business and in the new complementary services that we are starting to offer. BINS has been the pioneer in this industry since 1989 and intends to stay at the forefront of the inevitable changes that must take place to ensure a clean and healthy environment for all.

CUSTOMER SURVEY - RESULTS

As part of our continuing effort to improve our services, in July 2001 we sent out a questionnaire to all our customers asking them to comment on our level of services ranging from collections, customer care, bags supply, accounts and protection of the environment. We received replies from 26% of our customers whose main concern were:

Timing and collections
A number of customers asked why we were unable to collect garbage at a specific time. Unfortunately, with the number of premises visited in any one day being between 800 and 1,000 this is not possible. We do however try and keep to time in as much as barring any unforeseen problems, collection will be done between:

8.30 a.m. and 12.00p.m. - Residential customers
8.30 a.m. and 4.00 p.m.  - Industrial / commercial customers

Collection Area Tidiness
There has been a lot of justified criticism of how tidy we leave the collection point after picking up the garbage. We have taken action by giving our staff regular extra training in customer care.

Non - delivery of bags
The present system tells us when customers are due for more bags. However, it is often the case that bags go astray between issuing them from stores and delivery to our customers.
We have tried various different systems in an effort to improve on our delivery of bags, none of which have proved very successful, we have now reverted to the system where customers only receive bags if their account is fully paid up, whereby automatically these customers are brought up on a list each time bags are due.
It is impossible to find a fool proof system for bags deliveries but any cost effective suggestion will be gratefully received and considered

Number of bags
Customers are entitled to two bags a week. Of course some use less and some use more. With the new system, if customers feel they require over and above the fixed number allowed, they can pay for this at the same time as paying for there quarterly or annual charge.

Accounts Queries
Some survey respondents criticised us for being slow in answering accounts queries, although generally, the survey revealed customers feel we have greatly improved in this area. We now have extra staff who are better qualified and trained especially in customer care. We expect that in conjunction with our new accounting system and improved training, the level of customer satisfaction will improve considerably.

Service Suspension
Always a tricky subject! Some respondents of the survey criticised us for not warning them of imminent suspension of garbage collection due to late payments. The current system ensures that the customer receives at least three warnings, i.e. through letters, newspapers, statements, adverts, visits from company representatives before suspension procedures are put in place. Advance payments (quarterly/ annually) are the best way to ensure you enjoy uninterrupted quality BINS service.

Communications
Phone lines in Nairobi are well known for their unreliability, BINS is no exception to the rule. We are trying to improve on this and now have the following methods to more easily communicate with us:


e-mail : bins@africaonline.co.ke
Emergency Mobile Nos: 072 516 981 / 072 710 338


and if you do not want to post or hand deliver your cheques/letters you can drop these off at:

The Dropping Zone
Box No 161
Revlon Professional Plaza
Second Floor, Room 3
Biashara Street
Nairobi

Recycling
Many of you requested that we consider looking into recycling; for more details please look at the "The Challenge" page