La Verne to shift residential waste billing to Waste Management; city and vendor plan outreach for senior and mobile-home residents

City staff and Waste Management presented a plan on May 4 to transition residential solid-waste billing so Waste Management will handle customer accounts directly, with a target implementation date of Sept. 1, 2026. The change is intended to reduce friction created by city-issued account codes and make it easier for residents to resolve billing and service issues directly with the hauler.

Nicole Houston, senior management analyst, said the city will run a coordinated outreach program with Waste Management that includes multiple mailers at 90, 60 and 30 days out, postcards, three in-person workshops, geographically targeted social media, and direct outreach to mobile-home park property managers and senior-focused venues. "This is the first of two presentations," she said, noting Waste Management will return on June 15 with the MOU and implementation details.

Waste Management representative Josh Goldman told the council residents will continue to have multiple payment options and that rates will not increase as a result of the billing transition. Council members asked for extra attention to mobile-home communities and residents who rely on in-person assistance; staff committed to property-manager coordination and mailed materials for all accounts.

The council voted to receive and file the report and to direct staff to proceed with outreach planning. Staff said Waste Management will cover outreach expenses and the city's oversight of environmental compliance under the franchise remains unchanged.

Next steps: Waste Management will return June 15 with an MOU and full program details; outreach materials will be mailed beginning immediately and workshops scheduled before Sept. 1.