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I have an issue with my service contract or recent delivery. What do I do?
We’re sorry to hear that. Please get in touch with our customer service team as soon as you can so we can put things right.If it’s about an online order, please call 02920851000, opt 3.If your query relates to a phs service contract, call us on 02920851000, opt 4.We’ll do our best to sort things quickly and keep it as straightforward as possible for you. -
What happens if an item in my order is on back order?
If an item is temporarily out of stock, you can still place your order and we’ll show you an estimated delivery date at checkout.If your basket includes other items that are ready to go, we may send those separately so you receive them sooner. If you’d prefer not to wait, we’ll also offer suitable in-stock alternatives you can switch to for faster delivery. -
How do I add a new site to myphs account?
Click on My Profile from the Page Header area on the right of the screen when you are logged in. Then click on the Accounts or Locations tab to take to the place where you can add or remove accounts. E-billing users can only add or remove accounts. Service users can only add or remove locations.
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Why has the way I login to myphs changed?
Over the past few months, we have been busy behind the scenes developing a streamlined online account management platform for phs customers.To make the most of this new platform, we need existing customers to re-set the password for their phs account. -
Does phs have a waste carrier licence?
Yes, phs is a registered waste carrier, which means your waste is collected and disposed of legally and responsibly. If you need a copy of our licence for your records, just get in touch and we'll send it over.
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Do you have a ISO9001 certificate?
Yes, phs is ISO 9001 certified. It's our commitment to consistent, quality service across everything we do.
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Does phs hold an Employers and Public Liability certificate?
Yes, we do. A copy of the certificate, which expires in Mar-2027, can be found here.
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Can I get a copy of your Motor Insurance certificate?
Yes. A copy can be found here.
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Do you have a Professional Indemnity Insurance certificate?
Yes, we do. A copy can be found here.
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I've been invoiced for a Duty of Care charge. Why isn't my Waste Transfer Note available online yet?
We understand it can be frustrating to be invoiced before your Waste Transfer Note is available, so thank you for your patience.From late August through September, we generate a very high volume of Duty of Care documents. Because of this, we release them in stages over a 2–4 week period to make sure everything runs smoothly and accurately.Your document should appear in the portal shortly, so please check back again in a couple of days.If it’s still not available after that, you can get in touch with us through the ‘Raise a Query’ section, and we will be happy to help. -
What is a Waste Transfer Note (WTN)?
A waste transfer note (WTN) is a legal document that details the transfer of waste from your premises to phs. It demonstrates a clear audit trail and that both parties are conforming to legislation. The note can also be known as:- Duty of Care note
- Non-haz waste note
- Section 34 note
(Section 34 of the Environmental Protection Act 1990 where the Duty of Care term comes from)
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Do I need to keep a copy of the Waste Transfer Note?
Yes, both you and phs must keep a signed copy for a minimum of two years from the expiry date of the Waste Transfer Note.
It is important that every customer returns a signed copy to us as it will form part of the audit trail. The quickest and easiest way to do this is via email at dutyofcare@phs.co.uk or alternatively, you can return the signed copy by post to: phs Group, Western Industrial Estate, Caerphilly, CF83 1XH. -
What is an EWC Code?
European Waste Catalogue Code (EWC code) is the code(s) used to identify waste. Customers can view the list of EWC codes online by visiting the Government website.
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How do I verify phs’ licence status?
If you would like to verify our current licence status, you can do so by visiting the NRW or NIEA public register online and inputting our registered company name, “Personnel Hygiene Services Limited”.
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What is a SIC code?
Standard Industrial Classification code (SIC Code) is a code that describes the customer’s business activity. We reference the 2007 SIC code on Waste Transfer Notes. Customers can view the list of SIC codes online.
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What documents can I view online?
For e-billing users, you are able to view the following documents in PDF format when you are notified via email:- Invoices- Credits- Invoice Breakdown (if requested)- Statement of account- Duty of care note (one for each address PHS service)- Hazardous Waste Quarterly Return Summary- Hazardous Waste Registration Declaration Form- Pre-acceptance Audit- Pre-acceptance Certificate- Direct Debit Confirmation LetterService users will not have access to the above since they are neither the person responsible for the processing of invoices nor the registered bill payer.
However, our Resource Centre allows access to documents such as ISO and insurance certificates, waste carrier licences, risk assessments and more.
If you are specifically looking for a document relevant to the phs division you do business with, use the filter to aid your keyword search. -
Does phs hold a Contractors Health and Safety Scheme (CHAS) certificate?
Yes, we do. Our CHAS accreditation confirms that phs meets the required health and safety standards and relevant legislation. You can download a copy here.
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Does phs have a safeguarding policy?
Safeguarding matters to us. Our policy is there to make sure our employees are treated fairly, while keeping children, vulnerable adults and our customers' premises safe and secure. You can download a copy here.
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Does phs have a health and safety policy?
Yes, we have a very detailed health and safety policy, last updated in Mar-2025 (v32). It can be found here.
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Does phs have COSHH and other safety data sheets?
The spec sheets for a large majority of our products are on our website and give you lots of detailed information. You can also find lots of safety details in the FAQs, including our health and safety policy.If you are after something else, send us a query through the portal. It's as easy as clicking 'Raise a Query' in the toolbar above. Make sure you select 'Copy Documents' from the list so we can ensure it gets to the right people as quickly as possible. -
How do I get copies of DBS checks or certificates for your drivers?
To request a copy of driver DBS checks and certificates, please go to the Raise a Query section of the portal and choose 'Copy Documents' from the drop down list. This will quickly get the request to the person most suited to help.
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Where can I find a copy of your privacy notice and data protection policy?
Your privacy matters to us. You can find full details of how we collect and use your personal information in our privacy notice here.
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What is phs doing around corporate social responsibility, and what are your environmental and sustainability policies?
Doing the right thing matters to us, and corporate social responsibility is a big part of how we work every day.We’ve published a report that sets out how we support our people, our customers and the wider world around us. It gives a clear view of what we’re focusing on and the steps we’re taking to make a positive difference.Inside, you’ll find more about our key areas including water, land, air and wellbeing along with practical examples of what we’re doing, such as introducing more fuel-efficient vehicles and developing more environmentally friendly, carbon-neutral products.You can access the report online at any time here. -
How is my Duty of Care charge calculated, and why is it invoiced separately?
Your Duty of Care charge is based on the work involved in managing and tracking your waste safely. This includes auditing, documentation, compliance checks and keeping up with legal requirements.It’s billed as a separate, once-a-year charge, usually between the end of August and October. This keeps it clear and distinct from your regular service invoices, which may include other charges like congestion fees.If anything doesn’t look right or you’d like a bit more detail, you can raise a query in myphs and we’ll be happy to help. -
Where can I find your bank details, VAT number, company registration and payment information?
All of the key information on how you can pay your phs invoice can be found here. The simplest and easiest way to pay is via your online myphs account. Just visit the My Documents area to get started.
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I'd like to set up a Direct Debit but I'm having trouble doing it online. What should I do?
The firewall settings on some customers’ computers mean they may struggle to complete the Direct Debit form in the My Documents area. Check if your browser is blocking the site from loading by telling you it is blocking pop-up windows (and allow if so).Setting up a Direct Debit is one of the simplest ways to pay phs and here is a copy of the form you can complete and email back to our team for processing via directdebits@phs.co.uk. Please remember to quote your phs account number (this is done for you automatically if you are able to fill the form in online). -
What's the easiest way to pay my invoice?
One of the simplest ways to pay phs is to set up a Direct Debit. The easiest way to do this is via your portal account. There is a quick link in the My Documents area. Alternatively, you can pay quickly via card from the same area.
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Where can I find information about the pre-acceptance audit?
The quickest way to understand what’s needed and how to complete it is to check out our dedicated guide here. It covers everything clearly, including who needs to complete an audit, how often, and what to do next.
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Where can I see my service or visit dates?
You can find all your service and product details in the My Services area of your phs account. Just log in, and it’s right there on your home screen.Your visit dates are based on the products you have in place and how often they’re scheduled to be serviced at your location.If you’d like a clearer picture of how your visits are planned, take a look at our guide, it explains everything in a simple way, with helpful examples.If anything still isn’t clear or you need a hand, the quickest way to get help is by raising a query through the myphs portal. We’ll already have your details, so our team can pick it up straight away. -
Where can I see what products I have installed at my premises?
You can find all your service and product details in the My Services area of your phs account. Select the address you would like to enquire about.
The page will momentarily load while we work out the division of phs you do business with. Select View my products. This will open a new tab showing you the products at that address. Other information is also displayed around previous and future visits/collections at that premises. -
What can I expect from my first sanitary bin service?
On your first service visit, a liner will be placed inside each of your bins. The bins will remain in place for the duration of your contract with phs. On each service visit, the liner will be removed, the bin will then be carefully cleaned on site and a new liner will be inserted. Our washroom technician will then take the waste away in a discreet bag or trolley.
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How do I book an urgent service or visit?
If you would like information about how our operational teams plan your visit, including useful examples of how this works, take a look at this guide.You can request and urgent visit through the ‘Raise a Query’ option. Simply select ‘Service Request’ in the dropdown menu and complete the rest of the form. Our team will sort the rest for you. -
When are you coming to complete my next service visit?
You can find the details of your next visit including collections and scheduled services, in the My Services section of the portal. Just log in, and everything you need will be there in one place.If you’d like to understand a bit more about how we schedule visits, our guide walks you through it step by step, with clear examples to make things easy.Still not sure or can’t find what you’re looking for? You can raise a query through the myphs portal. We’ll already have your details, so our team can get started straight away and help you quickly. -
What do you do to prevent slavery or human trafficking?
As a large employer in the service industry, phs has a zero tolerance approach to slavery and human trafficking, both within our own business and across our supply chain. We respect the rights of every person we employ and everyone who works within our supply chain.You can read our full Modern Slavery statement here, where we set out exactly what we do to uphold those standards.