Help & FAQ

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 home screen after logging in. 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.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

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.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

Yes, we do! Our contracted consumables offering is designed to take away the hassle of re-ordering stock as we automatically dispatch what you need, when you need it.

We know how important a well-equipped, well-stocked washroom is and we make it our business to provide our customers with the best value commercial washroom supplies in the UK right when they need them. Our team can advise on the right contract and quantities for your specific business.

You can get in touch with one of our experts by raising a query (be sure to select 'business opportunity' in the dropdown list) or call us on 029 2080 9098. You can also take a look at the available products here.

Yes, we are currently registered with Natural Resources Wales (NRW) for England, Wales and Scotland and more detail can be found here. The licence details for customers in Northern Ireland is here and is issues by the Northern Ireland Environment Agency (NIEA).

We have two posters you can use. One for the toilet cubicle and another promoting the prostate cancer risk checker.

Here are a few things which are useful to know about your service visits and access times...

• what are your standard opening and closing times?
• is there anyone on site before your opening time, for example a cleaner, caretaker or security
• are there any days that you take deliveries on where you might be on site a little later or earlier?
• if your closing time is before midday, could you leave a key with the business next door if they are open longer? 
• who is the best person to contact to get access to the premises or if there are any issues?
• do you have somewhere our driver can park to do the service? If not, are there any parking restrictions outside the property?

You can tell us these extra details by sending us a form or telling our customer service expert the next time you speak to them.

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

Of course we can help you! We have an easy to follow invoice explainer for customers. You can find it here. 

Not answered your question? Still struggling after looking at the guide? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

You can find it here! Enjoy reading the latest updates on electric vehicles, how contracted consumables can help you business and much more.

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! The nappy bin one is here, the sanitary bin sticker is here and we have also created some multilingual signs too.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away!

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

Excellent question...why yes, we do - and we are very proud to do so! You can find a copy of the certification covering us until Nov 2023 here.

Yes, we do. A copy of the document (2nd Mar-2024 to 1st Mar-2025) can be found here.

Yes we do. You can find useful documents here.

Of course you can! A copy can be found here. This covers the time period 02/03/2024 to 02/03/2025.

We have a policy to ensure phs manage transmissible diseases in the workplace to prevent illness. You can read more about the policy here.

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

• 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

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.

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 also have an easy to follow invoice explainer for customers. You can find it here.

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)

You can find more information on the Environmental Agency website by clicking here.

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.

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.

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.

Raising a query on the portal is the quickest way to get extra help. Fill in the form with the detail of your query and press "Submit". All queries raised appear in the My Queries section where you can track their status. Note: only queries raised via MyPHS are displayed here

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).

We're sorry to hear you are having trouble logging into the MyPHS portal. If you have forgotten your password this can be reset from the login area.

To reset your password, please follow the ‘I’ve forgotten my password’ link and provide the email address associated with your account. The email address provided must match the email address given when your account was created. If this is not the case, a reset password email will not be received.

Once you have provided the right email address, you will receive an email within the next few minutes that contains instructions and a link to reset your password.

If you do not receive the email, please check that the email has not landed in any spam folders. If you need further help, please raise a query here to get in touch with one of our experts.

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 raise a query for our team, selecting 'Cancellation' from the dropdown options.

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.

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 safety details and licences in the FAQs, including our health and safety policy.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

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.

You may have noticed a small change in our tracking reports.  From 26 September 2023, we have updated our reports to show the time your service visit was completed. 

If you need any more information on your service including a full service visit history and when we are due to visit, you can quickly access all the information you need on your MyPHS account.

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.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

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, you need to raise a query via through your portal account, choosing '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 an urgent visit through the Raise a Query area. Simply select ‘Service Request’ in the dropdown menu and complete the rest of the form. Our team will sort the rest for you.

Having wide access times ensures our customers get the best and most reliable service possible. Our drivers are out from early in the morning and wide access times means they aren’t zig-zagging across their region. This means we can be very productive, visiting as many customers as possible.

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. 

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 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. Just raise a query through your portal account here.

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

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

Sometimes our customer service team or your account manager will send you a document which needs a signature. These are sometimes on Adobe Fill and Sign forms and a helpful guide on this can be found here.

For Direct Debit sign-up, the quickest and easiest way is via MyPHS. Just head to the My Documents area once you are logged in.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

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.

Spec sheets for all our products can be found in the Our Services area of our website. Once there, click on individual products to find what you need about our hygiene, floorcare and healthcare products. You can also see details of other services offered by phs group.

Exceptionally high inflation has caused significant challenges for lots of suppliers and organisations across the UK. We recently wrote to ESPO and made a request to increase our standard framework charges by 5% on washroom products and increase our consumable in line with market increases. ESPO have approved this.

The ESPO 2020 price increase will be effective from 1 November 2022 and will take affect on your next invoice. For example, if you're billed annually this increase will take effect from your next invoice. We are not backdating the increase.

The signed variation form should be sent to ESPO2020@phs.co.uk.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here

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

We know how important protecting the environment is to our customers and we want to make sure we are doing all we can to support your sustainability agenda. Having wide access times means we can efficiently route our drivers in greener vehicles, minimising the impact on the environment.

If you want to know more about more about what we are doing on sustainability, just pop your question into the search bar!

Yes, we do have this certificate and a copy can be found here. 

Our Credit department send reminders to customers about non-payment of charges. It is possible you may have an ongoing query with us about service, invoicing or something else. However, our reminders for Duty of Care charges will continue to be sent as it is annual charge for services received throughout the year and payable by all customers. 

You can find all your invoices and other important financial documents in the My Documents area on MyPHS. You can download these to your own device and refer to them whenever you need to. Nice and easy!

If you have requested to receive proof of service emails, they are all available in the My Services area on MyPHS. Easily downloadable so you can check them any time. Nice and easy!

If you have a question about your proof of service, want to set these up for future visits or want to arrange a visit from an operations expert, you can go to Raise a Query on your portal account.

The MyPHS customer portal has this information in just a few clicks. Just go to the ‘My Documents’ section and select ‘Statement’ to see all previous documents of this type.

The MyPHS customer portal has this information in just a few clicks. The outstanding balance is on the home screen. You can also get a statement of your account by going to ‘My Documents’ section and selecting ‘Statement’ to see all previous documents of this type.

Great news, this document is available to you right now. Just visit the My Services section of your online portal where you can download them straight to your own devices. Nice and easy!

We don't provide extra bags for sanitary bins. If you think you need extra bags, it can often mean we need to review your service frequency (how often we visit) or some extra bins in the toilets are needed. Our customer service team can help with this, just send them a query via the Raise a Query area on the MyPHS portal.

Of course you can! You can find it here.

We do have a spec sheet. You can find it here.

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 home screen after logging in. The types of visits and services we make to businesses can be seen below:

Install
This visit type is to install newly purchased products

Uplift
This visit type is to remove previous or unwanted products

Service
This visit type is to service any contracted products

Overhaul
This visit type is a regular service with additional product maintenance such as, but not limited to, battery replacement etc

Raising a query on the portal is the quickest way to get extra help. Fill in the form with the detail of your query and press "Submit". All queries raised appear in the My Queries section where you can track their status. Note: only queries raised via MyPHS are displayed here

Please contact our dedicated parts department on 01202 622 911 and they will be happy to assist you.

Please contact our dedicated consumables team via consumablesales@phs.co.uk or 0800 169 3534 (option 3) to place your order.

We are sorry to hear that you are thinking of leaving phs Wastekit. So one our experts can get in touch with you to review your account and discuss options, please raise a query for our team, selecting 'Cancellation' from the dropdown options.

We can help you with that! Please email wastekitsupport@phs.co.uk with the following details (contact name, number, company name and address) and we'll get in touch with you straight away.

We can help you with that! Please email wastekitsupport@phs.co.uk with the following details (contact name, number, company name and address) and we'll get in touch with you straight away.

So we can find out what is happening on your account, please email wastekitsupport@phs.co.uk with the following details (contact name, number, company name and address) and we'll get in touch with you straight away.

We offer City in Guild certified vertical baler training. You can find out more information here or call us on 0330 588 4422

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 home screen after logging in. Your service dates will depend on the products and service frequency you have chosen for your business.

Not answered your question? Can’t find what you are looking for? The quickest way to get extra help is by raising a query via the MyPHS portal. We’ll already know who you are and our experts can get to work straight away! Just go here.

The quickest and easiest way for us to arrange a visit from an engineer is by calling 0800 169 3534 or emailing wastekitservice@phs.co.uk.

Yes, we do. You can find a copy here.

Yes, we do. You can find a copy here.

Yes, we do. You can find a copy here.

Yes, we do. You can find a copy here.

There are often many reasons why you may want to uplift products, including moving to a new building and changing some of our services. The easiest way to get this arrange is to Raise a Query through your MyPHS account. We’ll already know who you are and our experts can get to work straight away!

Contract download letters detail the healthcare waste products/services supplied to you by phs.  This information can be helpful when completing your pre-acceptance audit.

Once logged in to your MyPHS account, click on the Queries link at the top of the page and select Raise A Query (or if already logged in, click here: Raise a Query).  Note that your contact details will be automatically filled in.  Select the address your issue relates to in the Address related to query field, then select Waste Administration in the Reason for enquiry field.  Type Contract Download Letter in both the Subject and Query Details fields and then click Submit.

Yes, the Pre Acceptance step-by-step guide answers all your questions on pre-acceptance and how to complete an audit. Click here to access the PDF.

1. We recommend you obtain a list of all your contracted waste services with phs. If you don’t have it to hand, you can easily request this by clicking Raise a Query at the top of this screen.  In the 'Reason for Enquiry' field select 'Waste Administration' and enter 'Contract Download Letter' in the 'Subject' line.  The letter, which will be emailed to you, will detail all your contracted waste products along with their EWC codes, service frequencies, quantities, and average weights. 
2. Undertake a review of HTM07-01 in relation to waste classification, segregation, and disposal. This will aid you in identifying the items you have on site and the waste type descriptions on the audit.
3. Set aside time to walk around your premises and each department/room you have.
4. In each room note down what waste containers, bins and bags are in there, what size they are and how many are in there.
5. Against each unit write down what waste is disposed of in each and what treatment was carried out to generate the waste. If you’re not sure ask the person carrying out the treatment.
6. Once you’ve compiled all the information for the waste on your site you can click on the My Audit section in the MyPHS portal and begin to complete the online audit.
7. If you run into any difficulty don’t worry, we’re here to help. You can get in contact by clicking raise a query (best to do this when logged in) at the top of this screen.

You can complete the phs pre-acceptance audit online in the MyPHS portal. On the home page you will find a link to the My Audits area. Here you can either complete the digital phs audit stages or alternatively you can upload your own pre-acceptance audit.

Pre-acceptance audits itemize the waste produced at a location and detail how it is segregated to ensure appropriate disposal methods, recycling procedures, and treatment options. This information prevents improper waste handling, reduces environmental risks, and minimizes the potential for adverse health effects.

Yes. All producers of human and animal healthcare waste are legally required to assess their waste and provide an audit to their waste removal operators. This ensures the removal operators can safely handle, transport, store and dispose of the waste. 

• Is the waste you’re producing not a product of healthcare activities?
• Are you producing waste in a domestic setting?
• Are there no qualified medical professionals on site?
• Do you believe the audit request you’ve received from phs is not relevant to you?

If you answer yes to these questions, please raise a query so we can update your account accordingly and remove this requirement.  Just click on Raise a Query at the top of this screen.

We ask that you include all the waste disposal products you have on site. This enables us to determine if and how the waste we collect could be contaminated from any other waste streams.  It also assists us in ensuring the health and safety of our employees and employees further down the disposal chain. 

Missing phs contracted products off your audit will result in rejection.  You can easily request a list of your products by clicking raise a query at the top of this screen. In the 'Reason for Enquiry' field select 'Waste Administration' and enter 'Contract Download Letter' in the 'Subject' line.  If any products on your contract are no longer taken or there are additional products we can offer, please get in contact.

A pre-acceptance audit must be completed by the waste producer or a qualified competent 3rd party. You can have someone else upload the information onto the phs audit form on your behalf, ensuring they also include the contact details of the person who physically conducted the audit. 

Stage 1 of the audit asks for contact details of the person completing the online form and if this differs to the person who physically carried out the audit, the auditor’s contact details can be added in stage 4 of the audit form.

To complete a pre-acceptance audit, the auditor must be waste competent, i.e. someone who understands what the waste is, how waste should be classified, segregated, and disposed of, along with what treatment has been carried out to generate the waste.

Waste competency can be determined in a number of ways:

• a recognized medical qualification,
• an external qualification in relation to the classification and segregation of waste,
• a waste auditing qualification.

Alternatively, a person on site can also be deemed as competent if they have experience in:

• the treatments being carried out,
• the waste being produced from each treatment,
• the classification of the waste,
• the correct waste receptacle (bin, bag, or container) in which the waste must be disposed of.

• Our digital pre-acceptance audit form can be found on the MyPHS portal.
• Click the My Audits area link found on the homepage. If you have an audit to complete it will be displayed here.
• Select Start new audit to begin. If you return to this page after beginning your audit the link will have changed to Resume audit.
• On average it will take around 20 minutes to complete, and for your convenience you can save your progress at any point and return to it later.
• Before beginning the audit, please take some time to gather the necessary information.
• There are 4 stages of the audit to complete:

1. Waste Producer: Enter your site details and the contact details of the person completing the online form.
2. Departments: Add each department/room as well as selecting whether they will contain human or animal healthcare waste.
3. Waste Streams: Details of every waste stream per department/room are collected here.
4. Auditor: Enter details of the waste competent person who physically completed the audit here if they differ to those of the person completing the online form (entered on page 1).

For more detailed guidance on how to complete the audit form, please refer to the step-by-step guide.

Enter your site details and the contact details of the person completing the online form. 

For more detailed guidance on how to complete the audit form, please refer to the step-by-step guide.

Add all the departments/rooms you have on site which are generating healthcare waste. There must be at least 1 department/room listed to continue.

For more detailed guidance on how to complete the audit form, please refer to the step-by-step guide.

In this section we need to know what products you have within each of your identified departments/rooms, along with what you’re disposing of in them. The details will help us determine if waste is correctly classified, segregated and disposed of.  This stage can take time to complete and it’s important to be accurate as the data collected here is used to calculate how often you’ll be required to complete an audit. 

For more detailed guidance on how to complete the audit form, please refer to the step-by-step guide.

Enter details of the waste competent person who physically completed the audit here (note: they may differ to those of the person completing the online form (entered in Step 1 ‘Waste Producer’). 

For more detailed guidance on how to complete the audit form, please refer to the step-by-step guide.

Once you’ve clicked ‘Submit Audit’, your audit will be sent to our pre-acceptance audit team for review. Your audit will be reviewed against your phs contractual services and the HTM07-01 guidance.

When your audit is accepted, you will receive a notification email, and a copy of your completed audit form can be accessed and downloaded in the My Documents section of the Myphs portal.

If there are any issues or further questions on your audit, we’ll get in contact via email with guidance on what you need to do and what help is available.  Once you’ve reviewed and updated your audit on MyPHS, you simply re-submit for further review.

Your audit frequency will depend on the type of location and the volume of waste you are producing within a 12-month period. These are as follows:

 1 year

• High volume producers who produce 5 tonnes + waste per year.
• All healthcare producers

2 years

• High Risk producer who produces under 5 tonnes per year
• Dentists
• Vets
• Research Labs

5 years

• Low Risk producers under 5 tonnes per year
• Other medical practices, including general practices engaged in medical consultation and treatment in the field of general and specialised medicine by general practitioners, medical specialists, and surgeons.
• Other healthcare premises, not involving hospitals or practicing medical doctors, involving para medical practitioners legally recognised to treat patients.
• Community pharmacies
• Care homes with care and nursing
• Healthcare waste producers not wholly or partially encompassing the above.

If you already have a completed and in-date audit (more than 30 days prior to its expiry date), it can be used to cover the pre-acceptance requirement.  You can upload a PDF version of your audit in the My Audits section of the MyPHS portal by selecting ‘Upload a PDF document’ under the location in question.

The PDF must be no larger in size than 10MB and will be virus-checked before it enters the phs ecosystem. Please ensure the existing audit covers all waste services on site and that details such as quantities, weights, and collection frequencies haven’t changed since the audit was carried out

Yes, the Pre Acceptance Product Index details all the info you need to complete stage 3 of the audit, alongside photos of each of the product options we offer.  Click here to take a look: Pre Acceptance Product Index