Help & FAQ

Find answers to some of your most commonly asked questions

  • Why have I received an email to complete a pre-acceptance or healthcare waste audit? NEW UPDATE!

    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
  • What are my service dates? NEW UPDATE!

    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.

  • Does phs have a waste carrier licence? NEW UPDATE!

    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).

  • Can you tell me more about what you are doing on corporate social responsibility? NEW UPDATE!

    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!

  • I want to order some Period Poverty products. How do I do this?

    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


  • How long does it take to install or deliver my new hygiene products?

    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.

  • My invoice doesn't make sense. Can you help me? NEW UPDATE!

    Of course we can help you! We have an easy to follow invoice explainer for customers. You can find it here. If you're still struggling after looking at this, contact our team of experts via Raise a Query in your MyPHS account.

  • Do you have a ISO9001 certificate? NEW UPDATE

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

  • Do you have an employers and public liability certificate?

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

  • Do you have a professional indemnity insurance certificate? NEW UPDATE!

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

  • Can I get a copy of your motor insurance certificate? NEW UPDATE!

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

  • How do you maintain services, protect staff and minimise spread of COVID-19 and other transmissible diseases?

    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.

  • When will I receive my invoice and when is this payable?

    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.

  • Why have you recently changed the way I login and download important documents?

    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.

  • 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)
  • What waste classification is covered by a Waste Transfer Note?

    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.

  • Who receives the Waste Transfer Note?

    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.

  • 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 or alternatively, you can return the signed copy by post to: PHS Group, Western Industrial Estate, Caerphilly, CF83 1XH.

  • I am already paying phs for Hazardous Waste Registration and Collections. Why do I also pay for the Waste Transfer Note?

    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.

  • What happens if you miss a service or do not provide me with all the services that you are contracted to provide?

    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.

  • If I cancel my contract will I be refunded the ‘Duty of Care’ charge?

    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.

  • How do you calculate the 'Duty of Care' charge?

    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.

  • I have received an invoice for the ‘Duty of Care’ charge but the waste transfer note is not available online?

    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.

  • 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 here.

  • 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”.

  • What is an 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 by visiting here.

  • Which nations does the waste carrier licence cover?

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

  • What internet browsers does MyPHS support?

    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.

  • I have a query. How do I get in touch?

    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).

  • Is there a user guide for MyPHS?

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

  • 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 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.

  • How do I see the products at my address?

    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.

  • How do I link a new 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.

  • I want to pay by Direct Debit but the page isn't loading?

    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 Please remember to quote your PHS account number (this is done for you automatically if you are able to fill the form in online).

  • Why have I been sent a pre-acceptance audit?

    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.

  • How do I cancel my contract?

    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. 

  • Do you hold the Cyber Essentials+ certification?

    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

  • What are your bank, VAT, company registration and payment details?

    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.

  • Do you have a Contractors Health and Safety Scheme (CHAS) certificate?

    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.

  • Do you have a safeguarding policy?

    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.

  • Do you have a waste carrier licence for Northern Ireland?

    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.

  • Do you have airside insurance?

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

  • What is your environmental and sustainability policy? NEW UPDATE

    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.

  • What do you do to prevent slavery or human trafficking?

    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.

  • Do you have a health and safety policy? NEW UPDATE

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

  • Does phs have a customer newsletter?

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

  • Do you 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 right person as quickly as possible for you.

  • Which is the best way for me 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.

  • When will receive my Duty of Care certificate?

    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.

  • 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.

  • Why are Duty of Care and congestion charges invoiced separately?

    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.

  • What is the remittance email address?

    The quickest and easiest way to send remittances to phs is via 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.

  • How do I get copies of driver DBS checks or certificates?

    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.

  • 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.

  • I need details about my phs Compliance contract. Can you help?

    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 

  • I don't produce healthcare waste and don't need to complete a pre-acceptance audit. What do I do?

    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.

  • I’ve already provided a completed a pre-acceptance or healthcare waste audit. What do I do?

    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.

  • How often do I have to complete a pre-acceptance or healthcare waste audit?

    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
  • How do I complete a pre-acceptance or healthcare waste audit?

    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.

  • I already have a pre-acceptance or healthcare waste audit from another provider, can I use that?

    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.

  • Why has my pre-acceptance or healthcare waste audit been rejected?

    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. 

  • Can someone from phs Group come to my site and complete the pre-acceptance or healthcare waste audit?

    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.

  • How do I know if my pre-acceptance or healthcare waste audit has been approved?

    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.

  • I’ve been incorrectly charged for the pre-acceptance or healthcare waste audit. What do I do?

    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.

  • Why do I have to complete a pre-acceptance or healthcare waste audit?

    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
  • Where can I find a copy of your privacy notice and data protection policy?

    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.

  • When are you coming to collect my bins?

    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.