Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Rancho Santa Margarita council hears CR&R service review after resident complaints; company vows fixes for 2025
Summary
City staff and contractor CR&R told the council a customer satisfaction survey showed 76% satisfaction (contract target 90%), prompting a review. CR&R outlined management hires, fleet replacements and a new facility, and pledged improved service in 2025 while council pressed for data and enforcement options.
City officials and contractor representatives faced detailed questioning Wednesday after a city-ordered customer satisfaction survey found resident satisfaction with solid-waste services at 76%, below the 90% target in the city—s franchise agreement.
Environmental Programs Coordinator Andrea Hohanassian told the Rancho Santa Margarita City Council the amended franchise agreement (entered Dec. 8, 2021) requires a performance review when complaints rise; staff logged 85 reported incidents between July and December 2024, 38 of which were deemed actionable and the largest category involved collection reliability. Andrea said some misroutes affected large numbers of households and staff invoked the contract—s section 7.1 survey requirement to request CR&R—s presentation.
Julie, a senior representative of CR&R, told the council the company found a mix of causes for missed pickups, including driver error, equipment breakdowns and staffing shortfalls. She…
Already have an account? Log in
Subscribe to keep reading
Unlock the rest of this article — and every article on Citizen Portal.
- Unlimited articles
- AI-powered breakdowns of topics, speakers, decisions, and budgets
- Instant alerts when your location has a new meeting
- Follow topics and more locations
- 1,000 AI Insights / month, plus AI Chat
