North Somerset Council is currently investigating concerns that its recycling chatbot, the Virtual Assistant, has been providing incorrect bin collection information to residents. This chatbot is one of several ways residents can access waste and recycling details, alongside the council’s app and website.
At a council meeting on April 21, Conservative Councillor Peter Burden (Portishead South) raised alarms about the chatbot’s reliability. He shared an example where a resident reported a missed bin collection on a Friday and was told by the chatbot the collection would occur within two days, which ultimately did not happen. Burden emphasized, “Mistakes happen with missed collections, but what genuinely frustrates people is being given inaccurate promises by an automated bot.”
In response, Annemieke Waite, the council’s recycling cabinet member, assured that the issue would be thoroughly examined. She highlighted the dedication of council officers and acknowledged how upsetting it is for both staff and residents when wrong information is circulated.
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This concern arises amid broader changes in North Somerset’s waste management services. In June 2025, the council became the first in England to introduce kerbside collections for plastic bags and soft plastic wrapping. Simultaneously, general waste black bin collections were reduced to a thrice-weekly schedule. Despite facing controversy, including a 10% household consultation response rate, early feedback indicates these changes have led to less recyclable waste being discarded improperly, saving the council around £1 million.
North Somerset Council continues to encourage residents to stay informed through official channels while it works to resolve issues with the Virtual Assistant.