Help & FAQ

You have been identified as producing healthcare waste and it is a legal requirement to complete an audit to your waste collection providers. This enables us to understand the waste you are producing, how this may be contaminated, how you handle the waste, and ensure we are able to remove from site safely and correctly.

Locations who must submit pre-acceptance audit are:

• Doctors/general practices
• Healthcare centres
• Care homes which provide medical or nursing care.
• Community pharmacies
• Ambulance trusts
• Dentists
• Opticians
• Non healthcare facilities who have a healthcare professional producing the waste (e.g. schools with a nurse on site, botox administered by a registered nurse)
• Veterinary clinics
• Research laboratories who generate clinical waste
• Any other medical practices (e.g. podiatrists, acupuncture, physio, chiropractors)
• Pharmaceutical manufacturer and supply

Whether you are a new or existing customer, all your service and product information can be found in the My Services area which is accessible from the portal homepage after logging in (or click here). Your service dates will depend on the products and service frequency you have chosen for your business.

If you would like more information about how our operational teams plan your visit, including useful examples of how this works, take a look at this guide.

Corporate social responsibility (CSR) is really important to phs and we have recently launched a report detailing how we do the right things for our people, for our customers and for the world we live in.

You can find a copy of the report here and it includes lots of detail on our areas of focus - water, land, air and wellness. The report tells you more about great initiatives such as introduction of more fuel efficient washroom vehicles and our plans for eco-friendly, carbon neutral air fresheners.

We hope you enjoy reading the report!

Our Period Poverty scheme is run by phs Direct. You can find lots of useful information on our website here. If you are a school, college or university and would like to get involved in ending period poverty for your students, please contact us on 01827 255 500 or email direct@phs.co.uk.

The time it takes to install or deliver your products will depend on what you have bought from phs. We have a helpful guide here to tell you more about when our operational experts will deliver or install your products.

It is important to know that sometimes this might be done in two visits if we need one of our technical team to fix a product to a wall, cubicle or door. It is important we get this right for you.

Yes, we do have this certificate. It details the scope of the registration with ISO9001 and you can find a copy here.

Yes, we do. A copy of the certificate can be found here.

Yes we do. You can find a copy of it here.

Of course you can! A copy can be found here.

We implemented a COVID-19 business continuity plan in 2020 to maintain our services, protect staff and minimise the spread of the disease. Our plan is regularly updated to reflect government advice across England, Scotland, Wales and Northern Ireland and to ensure we are fully compliant with all legislative changes. Included in our plan is:

• Regular COVID-19 training for our operational staff
• All operational staff are provided with the correct PPE, in abundance
• Hand sanitiser is used before each service visit and social distancing guidance will always be followed
• Our operational staff now use a trolley for speedier servicing, allowing them to take waste away and reduce the risk of cross-contamination
• Drivers are unlikely to be in small space, less than two metres apart with someone for 15 minutes or longer. We are a transient service
• All our customer facing teams, service technicians and install engineers take a mandatory weekly lateral flow test at their local depot. Anyone testing positive cannot return to work (in line with government guidance) until confirmed negative for COVID-19
• In line with legislation, only fully vaccinated drivers can service care homes

In short, the procedures we have in place reduce the risk of COVID for businesses, their customers and our staff. These procedures are similar to other organisations who may visit a business premises – delivery driver, external IT providers, cleaners, post/parcel delivery/collection etc.

We are confident as a business that we are taking a sensible approach to minimising risk with the steps outlined above.

All invoices are sent to your portal account on the day they are raised. You can find them in the My Documents area. This will be in line with the contracted invoicing frequency and payment terms already agreed with your business.

The date the invoice is due for payment will be clearly indicated on the invoice. This is usually 30 days from the date of invoice.

We’re sorry that you find our new process for viewing and downloading invoices harder than before. We always used to send you email notifications which contained a secure link allowing you to log in to your account without having to provide a password. We can appreciate how convenient that was - but it also brings some security problems with it. 

Over the last few years, the amount of phishing attacks (where fraudsters send emails pretending to be from companies like phs) has increased. These phishing emails rely on you clicking on a link (much like the one that phs used to send) that can then deliver malicious software or viruses to your device. To combat this, we changed the way you access your documents and other useful information. We now ask customers to use their username and password to log in - and MyPHS related emails should always address you by name.

Whilst we know the change won’t please everyone, we wanted to ensure that the customer portal was a safe and secure tool for you to manage your account. This includes being able to view service/collection information, other important documents, raising a query, paying an invoice or setting up a direct debit.

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)

Non-hazardous waste is covered by a Duty of Care Waste Transfer Note. If the waste is hazardous, a Hazardous Waste Consignment Note must be completed.

Unfortunately not. The ‘Duty of Care’ is a fixed charge. It relates to overall collections made across the calendar year, not for a fixed period of collection eg the covid suspension period. It 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 with legislation, and therefore we are unable to discount the charge.

All letters, Waste Transfer Notes and accompanying invoices are sent to the person responsible for paying invoices. The note(s) and the invoice(s) are also uploaded to our customer portal, MyPHS.

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.

The Hazardous Waste Regulations do not relate to Non-Hazardous Waste. For Non-Hazardous Waste, the ‘Duty of Care’ legislation still applies. As you have both Hazardous Waste and Non-Hazardous Waste collections from us, then both legislations apply and incur separate, additional costs.

As always, we endeavour to carry out all contracted services. However, should there be an instance where we have been unable to service or collect from you, we will of course issue a credit for missed services against your contractual invoice. There will be no credit against the ‘Duty of Care’ charge as this charge is applicable regardless if we carry out one service, ten services or one hundred services.

No. This charge is a one-off charge each year and is payable even if the contract is cancelled part way through the year.  A Waste Transfer Note must be issued as this charge is applicable if we carry out one service or ten services. The issued note and subsequent payment help prove you comply with legislation.

The charges have been calculated to take into consideration the administrative costs surrounding auditing, tracking of the waste and document storage as well as costs incurred in keeping up with legislative changes.

The end of August and through September mark our busiest months for raising your ‘Duty of Care’ notes. PHS generate hundreds of thousands of customer documents over this time period and, as such, their release must be staggered over a two to four week period to ensure we don’t overwhelm our own systems & processes internally. Please could we ask you to revisit the portal in a couple of days and these documents should be available to you. If you continue to experience an ongoing absence of important documentation, you can contact us via the ‘Raise a Query’ section.

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 here.

Yes, we are currently registered with Natural Resources Wales (NRW) and the Northern Ireland Environment Agency (NIEA). More detail is available here should you need it.

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”.

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 by visiting here.

The licence issued by the NRW covers England, Scotland & Wales. The licence issued by NIEA covers Northern Ireland.

If you are using Internet Explorer, we would recommend using Edge to get the best experience using MyPHS. Alternatively, we also support Chrome, Safari and Firefox, but again we would suggest upgrading your browser version regularly to maximise performance and to make sure all the functionality of our site is available to you. Note that on occasion, an old or out of date browser can effect performance on any website, not just MyPHS.

Click on the ‘Raise a Query’ option that is available in the header. Fill in the form with the detail of your query and press "Submit". Thereafter, a "My Queries" section will appear where you can track the status of your query online (note: "My Queries" option only displays for those queries raised via MyPHS).

Yes, you can download a complete user guide to MyPHS by clicking here. This may update periodically to reflect changes to the site.

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 Letter

Service 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.

Click on the MyPHS logo and scroll down to the My Products & Services area. 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.

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.

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).

This is a legal requirement for all producers and handlers of Healthcare waste. PHS have a legal duty to understand how the waste is produced and how it is separated to ensure it is treated safely and correctly. The frequency of audit you are asked to complete is based on risk and is different depending on your process or weight of waste produced. We will notify you each time you need to complete or update your audit and from Apr-2022 an electronic version will be made available for you to complete via MyPHS.

We are sorry to hear that you are thinking of leaving phs. So one our experts can get in touch with you to review your account and discuss options, please go to Raise a Query and select 'Cancellation' from the dropdown options. 

Excellent question...why yes, we do - and we are very proud to do so! Please find a copy of the certification covering us until mid-Oct 2022 by clicking here. 

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.

We certainly do! The certificate demonstrates our compliance with the CHAS standards and the relevant health and safety legislation. You can find a copy here.

Safeguarding is really important to phs Group. Our safeguarding policy aims to ensure that employees and potential employees are treated fairly whilst ensuring the safety of children, vulnerable adults and the security obligations of phs and our customers. You can find a copy here.

Yes, we do have a waste carrier licence for Northern Ireland. It is certified by the Department for Agriculture, Environment and Rural Affairs and a copy can be found here.

Yes and you can find a copy of our insurance certificate here. 

Our products and services have an impact upon our environment and we have completed impact assessments to ensure that the most significant impacts are managed. We are committed to reducing the impact of our operations and services and, where it is cost effective, we invest in sustainable processes.

To support sustainable growth and minimise our impact on the environment, we make a number of commitments and they can be found is the policy document here.

As a large employer in the service industry, we take responsibility for ensuring that no slavery or human trafficking takes place within phs or its supply chain. We have a zero tolerance to slavery and human trafficking and respect the rights of all our employees and those within our supply chain. Our statement here gives you more detail on this.

Yes, we have a very detailed health and safety policy. It can be found here.

Yes we do! We send customer newsletters regularly through the year. You can find the latest copy of it here!

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 right person as quickly as possible for you.

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.

Your duty of care certificate will be provided to you after our annual Duty of Care run. This process takes place towards the end of August until the end of October. The same process applies to all new and existing customers.

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.

Duty of Care charges are a one off annual charge. You will receive an invoice for this charge between the end of August and the end of October. Congestion charge invoices are issued in line with your regular invoicing.

The quickest and easiest way to send remittances to phs is via remittance@phs.co.uk. We also have a range of payment methods available. Payments can be made online 24/7 via your portal account. Just go to the My Documents section and pay by card or set up a Direct Debit.

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 get the request to the best person to help you.

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.

The MyPHS customer portal is for our Washrooms, Wastekit and Greenleaf customers. phs Compliance have their own portal. You can find out more about this by contacting the team on 0333 005 0456 or via email at info@phscompliance.co.uk. 

All businesses who have a qualified medical professional generating waste have to complete the audit. If this isn't the case, you Raise a Query with our Customer Services team and we will sort things out for you. Just click on Raise a Query at the top of the screen.

There can be lots of different reasons why you have received the request. The audit may have expired so a new one is needed, a new waste type has been added to your contract, or a site(s) is generating over five tonnes of waste per year so the audit frequency has increased.

The frequency will depend on the type of location and the volume of waste being produced on site in a 12-month period. The audit frequencies are:

• 1 year - Generating over five tonnes of waste per year
• 2 years – High risk waste producers generating under 5 tonnes per year
• 5 years – Low risk waste producers generating under 5 tonnes per year

The quickest and easiest way to complete your audit is through your online MyPHS account. You can complete and upload it yourself or have a third party do it on your behalf. Outstanding audits will show on the home page. Click here to see if you have one.

Yes, as long as it also covers all the services phs Group are providing and is in date. This can be uploaded to through your MyPHS online account.

The email you received advising of the audit rejection will tell you the reasons why it has been rejected. You can review the reasons, make any changes and re-submit via your MyPHS online account. This will then be
looked at by our audit team. 

Unfortunately, this isn't a service we offer. The audit must be completed by the producer of the waste. You can use a specialist company or competent third party to do this for you.

You will receive a notification email once your audit has been accepted. This will contain a link to your MyPHS online account so you can download the approval for your records.

If you think your invoice is incorrect, our Customer Services team will be able to help sort this for you. You can Raise a Query to them via the link at the top of this page.

There are lots of reasons why it is important to complete a pre-acceptance or healthcare waste audit:

• Ensure that waste is classified correctly
• Ensure that waste is correctly packaged and labelled
• Ensure that waste is correctly segregated, based on its hazard
• Ensure waste is transported in accordance with legal requirements
• Ensure that the site receiving waste is permitted to take waste
• Ensure that the site receiving waste has the resources to accept waste (e.g. sites receiving anatomical waste are likely to require refrigerators)
• Prevent harm to human health and the environment
• Provide a comprehensive audit trail for waste

We know how important data protection and privacy is to our customers. You can find more details here on how we use any personal information we collect about you.

All of the detail about your next visit is in the My Services section of the portal.

If you would like more information about how our operational teams plan your visit, including useful examples of how this works, take a look at this guide.

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