Trash & Recycling Customer Service Change

The current system, where residents report trash and recycling issues to the UG’s 3-1-1 Call Center, has led to delays, confusion, and declining satisfaction. Transferring customer service responsibilities to WM aligns with existing contractual agreements, streamlines service, improves efficiency, and ensures issues are resolved more quickly.

Starting February 1, 2025, all trash and recycling service issues should be reported directly to WM.

Residents can contact WM through three convenient options:

1. Visit WM.com: Sign up for 24-hour account access. Your Customer ID is required to register. WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025.
2. Download the My WM Mobile App: Available on Android and iOS for on-the-go account access. The Customer ID provided on your WM postcard is needed to set up the app.
3. Call WM: 1-800-796-9696.

Yes - you will need a WM account. Your Customer ID is required to register. WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025. Starting February 1, residents can contact WM through three convenient options:

1. Visit WM.com: Sign up for 24-hour account access. Your Customer ID is required to register. WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025.
2. Download the My WM Mobile App: Available on Android and iOS for on-the-go account access. The Customer ID provided on your WM postcard is needed to set up the app.
3. Call WM: 1-800-796-9696.

By transitioning customer service responsibilities back to WM, the process will be more efficient. WM’s expertise, advanced tools, and dedicated resources are better equipped to handle the volume of inquiries, reducing delays and improving satisfaction.

There are several benefits to transitioning customer service to WM:

• Immediate processing for service requests.
• Access to WM’s modern self-service tools and live chat.
• Reduced confusion by contacting WM directly, the team responsible for handling your requests.
• It is required by the contract between the UG and WM.

This change supports the governing body's emphasis on "Focus on Service & Communication," a core element of their 2024 priorities. By transitioning to WM’s streamlined system, the UG intends to improve responsiveness, enhance resident satisfaction, and strengthen public trust through clear and effective communication.

WM is leveraging technology to provide exceptional digital customer experiences. This includes self-service options that allow residents to report issues anytime, anywhere, with minimal hassle.

Calls to 3-1-1 for trash or recycling issues will no longer be processed. You will be transferred to WM directly so their team can resolve your issue quickly. Residents can contact WM through three convenient options:

1. Visit WM.com: Sign up for 24-hour account access. Your Customer ID is required to register. WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025.
2. Download the My WM Mobile App: Available on Android and iOS for on-the-go account access. The Customer ID provided on your WM postcard is needed to set up the app.
3. Call WM: 1-800-796-9696.

WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025. If you have not received your Customer ID from WM by February 1, 2025, please call 1-800-796-9696.

To report a service issue on or after February 1, residents can contact WM through three convenient options:

1. Visit WM.com: Sign up for 24-hour account access. Your Customer ID is required to register. WM will mail a postcard with your Customer ID and step-by-step instructions in January 2025.
2. Download the My WM Mobile App: Available on Android and iOS for on-the-go account access. The Customer ID provided on your WM postcard is needed to set up the app.
3. Call WM: 1-800-796-9696.