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Digital Services

Penfro our Pembrokeshire Chatbot


We would like to introduce you to Penfro our Pembrokeshire Chatbot

Is the information I give Penfro secure?

We have created a Privacy Notice to make sure that you stay in control of how your information is collected and retained.

So who is Penfro?

Penfro is like a virtual assistant that can communicate with you via our website and Facebook messenger service. Using artificial intelligence, Penfro learns from the questions people ask most often in order to develop quicker and better responses.

Reasons to try Penfro

  • Get information quickly and efficiently
  • Get answers to your specific question rather than having to look through a long list of information
  • No waiting in a queue for your call to be answered
  • Available 24/7
  • By dealing with simpler queries e.g. how do I report a missed bin collection? This will release some of our Contact Centre Team’s time, so that they can deal with customers that have more complex queries and issues

Be patient with Penfro

Penfro is always learning, and has been programmed with some key information to start with, but the more you use Penfro the more opportunities there are for Penfro to learn and become better at answering your questions.

In order to help Penfro have a think about the way you might word your question. Try and use key words in your question when you can to help Penfro run a new search.

If Penfro isn’t able to answer your question, it will be passed directly to our Customer Service Centre Team.




ID: 5114, revised 27/08/2020


Never miss a collection, payment or the latest news again with our Notify service!

Notification Email Text (SMS)
School Closures tick icon  
Council Tax e-Billing tick icon tick icon
Cleddau Bridge Status tick icon  
Press Releases tick icon  
Waste and Recycling Collection Reminders tick icon tick icon
Garden Waste Collection Reminders tick icon  
Choice Homes Housing List tick icon  
Property For Sale/To Let tick icon  
Council Tax Payment Reminders tick icon tick icon
Cashless Catering Low Balance Alerts tick icon tick icon
Housing Repairs  

To sign up for email and text notifications follow the simple steps below

  1. Login to My Account 
  2. Click on 'My Services' and select 'My Notifications'
  3. Select as many notifications from the list as you’d like to receive.

Don’t forget to check we have the correct email and mobile number for you

  1. Login to My Account
  2. Click the 'Edit' link next to your name
  3. Click 'Edit Contact Details' 
  4. Check/Edit/add your emails address and/or mobile number
  5. Click 'Save Changes' at the bottom of the page

* Add your mobile number to activate our SMS notification service

Frequently Asked Questions

Who will the email come from?
Emails will be sent from so please make sure this is added to your safe list

Can I reply to these emails?
No, replies to this email address will not be picked up. If you need to email us please use the main email address

Can I opt out of receiving notifications?
Yes, simply log into My Account, click on ‘My Services’ and select ‘My Notifications’. Then turn off the notifications you no longer wish to receive.

Will I get charged to receive text messages?
No, the service is completely free for our customers to receive messages although the initial text you send to 'Notify' will be charged at your standard network rate.

Who will the text message come from?
The text message will come from PembsCC.

Can I respond to the text?
No, unfortunately we cannot accept replies to text messages sent from PembsCC.

What else will you use my details for?
Nothing! We will only use your email address and/or mobile number to send you the notifications you have requested. We never pass on your details to anyone else.

Why am I receiving texts about my housing repairs report?

As part of our service improvements, we want to make sure we keep you informed every step of the way. By sending you a text we can let you know

  • That your report has been received
  • Your reference number
  • The time and date we or one of our contractors will call at the property

We will also send you a reminder the day before your appointment to remind you that we will be calling, and a feedback form once the job is completed so you can tell us how we did

 How can I use SMS to find out about my bin collections?

Text BIN DAY to 07860064551 to return details on your next bin collection (this will return next collection date and items for collection)

Text CHRISTMAS WASTE COLLECTIONS to 07860064551 to check if you are affected by the Christmas & New Year’s collection changes.  (this will return a list of collection date changes but not a list of items for collection)

ID: 2753, revised 27/11/2018

Enable TLS on Old Browsers

Our website now requires that you have TLS enabled in your web browser. If you are experiancing issues with the website you may need to enable TLS.

The best way to insure you have TLS enabled is to update your browser, current browsers generally have this setting enabled by default. If using Windows XP, an alternate browser to Internet Explorer will be rquired to use our website. 

If you are not sure which browser you are using you can check and explore alternatives at

To check whether you have this enabled on Internet Explorer:-

  • Select settings, this is represented by a cog in the top right.
  • Choose the 'Advanced' Tab.
  • Scroll down the list and you will see which versions of SSL and TLS you have enabled.

    TLS security Internet Explorer
ID: 2612, revised 03/09/2018

Disclaimer Notice and Terms and Conditions of Use


The County Council of Pembrokeshire endeavours to maintain the accuracy and reliability of this web site, it does not however make any representations about the accuracy, reliability, completeness or suitability of the information, products, services and related graphics contained in this web site for any purpose. Pembrokeshire County Council, its employees, suppliers and other parties involved in creating and delivering this web site shall not be liable for any direct, indirect, incidental, special or consequential damages, loss or inconvenience caused by reliance on the contents of this web site or arising from the use of this web site.



Access to and use of this web site is provided by the County Council of Pembrokeshire subject to the following terms and conditions:

  1. Your use of this site constitutes your acceptance of these terms and conditions which take effect from the date that you first used the site. Pembrokeshire County Council reserve the right to change these terms and conditions at any time by posting any changes on line. Your continued use of this site after any changes have been posted constitutes your acceptance of the modified terms and conditions.

  2. Use of this web site is for your own personal and non-commercial use. Materials may not be copied, reproduced, republished, down-loaded, posted, broadcast or transmitted in any way except for your own personal and noncommercial home use. Any other use requires the prior written permission of the Council.

  3. You agree to use the site only for lawful purposes and in a manner which does not infringe the rights of, or restrict or inhibit the use and enjoyment of this site by any third party, or cause annoyance, inconvenience or needless anxiety to any third party. Such restriction or inhibition includes, without limitation, conduct which is unlawful, defamatory or abusive or which may harass or cause distress, inconvenience, nuisance or menace to any person and the transmission of obscene, threatening or offensive content or disruption of normal flow of dialogue within this site.

  4. This web site contains links to other sites, which may not be operated by the Council. The Council is not responsible for the content of these sites and does not accept any liability that may arise in respect of the use of such sites.

  5. The Council endeavours to ensure that all information and material on this web site is correct and accurate but does not accept any liability for errors or omissions, neither does the Council warrant that the use of the site will be uninterrupted. The Council provides the material published on its web site on the basis that it disclaims all warranties in respect of such material, whether expressed or implied. The Council, its employees, its suppliers and the original providers of the material accepts no liability for any direct, indirect, incidental or consequential loss of business, revenues or profits or special damage arising from the publication of the material on this web site or from the use of this web site.

  6. You acknowledge that all intellectual property rights including copyright and database rights in the Council's web site and its contents belong to or have been licensed to the Council who are otherwise used by the Council as permitted by applicable law.

  7. The Council has the right to edit, refuse to post or remove any material submitted or posted on this site. The Council is not responsible for neither does the Council accept any liability for any material posted on the site otherwise than by the Council. Any opinions, advice, statements, offers or other information expressed or made available by third parties on the Council's site are those of the third parties concerned. The Council neither endorses nor is responsible for the accuracy or the liability of any such third party material.

  8. These terms and conditions are governed by the laws of England and Wales. Any dispute arising ftom these terms and conditions shall be exclusively subject to the jurisdiction of the Courts of England and Wales.
  1. If you find anything on this web site that gives you cause for concern then please let us know.

  2. If you are dissatisfied with any part of this web site or with any of these terms and conditions of use, please discontinue use of the site immediately.

  3. If any of these terms and conditions should be determined to be illegal invalid or otherwise unenforceable, then to the extent which that term or condition is illegal, invalid or unenforceable, it shall be severed and deleted from - this clause and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable.
ID: 2531, revised 14/09/2017

Online Service Privacy Notice

Visitors to our website

When you visit we collect standard internet log information and details of your behaviour patterns while using our website. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify you. We do not make any attempt to find out the identities of those visiting our website. We will not associate any data gathered from this site with any personally-identifying information from any source. If we do want to collect personally-identifiable information through our website, we will tell you about this. We will make it clear when we collect personal information and we will explain what we intend to do with it.

Use of cookies by Pembrokeshire County Council

Cookies are small text files that are placed on the device you use to access the website. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

You may delete and block all cookies from our sites, but this will mean that parts of the site will not work.

Strictly Necessary Cookies

1. The table below explains the cookies we use and why 

  ASP.NET_SessionId This cookie is essential and will be deleted when you close your browser.

COMS Content Management System

"Browser" = the type of browser you used last visit
"Connection" the type of data connection last used
"Language" the language set on your browser on the last visit
"IPAddress" the internet address of your last visit.

This is used to help the council count the number of visitors to each area of the site and whether people return to the site.  It is used to help plan the site and direct effort towards the areas that are popular.
This cookie is deleted after 24 hours.

"PollID" - the reference numbers of the polls that you voted in
“Haskeys” - flag to indicate that the cookie is valid
This is used to record that you, or someone using your device, has voted in an online opinion poll on the web site. It is then checked when you access the site and the site will not offer you the opportunity to vote again.
This cookie is deleted after 30 days.
It does not record how you vote on any issue.
  COOKIEASSENT To record if a user has accepted the use of cookies on the Pembrokeshire County Council website.
These are used to change contrast to high visibility or muted contrast; or font size for accessibility reasons.
Google Analytics  _utma
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.
Tribal Family Information System PESearchCookie Used for storing IDs of Providers returned in searches and selected for inclusion in Basket / Printing. No expiration set.
  PECompareCookie Used for storing IDs of Providers for the comparison functionality. No expiration set.
  PELanguageCookie Stores the language chosen by the user. Expires after 12 hours.
  PETestCookie Used to test if cookies are enabled in the browser. Created and deleted instantly.
Libraries System
This cookie is used to log on automatically when the WebOpac session is started.
Customer satisfaction survey Socitm_include_me[x]
These cookies are used to prevent customers being invited to participate multiple times in the same survey. They contain no personally identifiable data.
If you disallow these cookies you will not be invited to participate in this survey.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit (opens new window)

To opt out of being tracked by Google Analytics across all websites visit

YouTube cookies

We embed videos from our official YouTube channel using YouTube's privacy enhanced mode. This mode may set cookies on the device you use to access our websites once you click on the YouTube video player, but YouTube will not store personally-identifiable cookie information for playbacks of embedded videos using the privacy-enhanced mode. To find out more please visit YouTube's embedding videos information page

2. People who call our Call Centre

When you call the Pembrokeshire County Council Contact Centre we collect essential information. We use this information to help improve its efficiency and effectiveness.
Please note, calls to our Contact Centre may be recorded for training purposes.

3. Links to other websites

This privacy notice does not cover the links, within this site, to other websites. We encourage you to read the privacy statements on the other websites you visit.

4. Changes to this privacy notice

We keep our privacy notice under regular review. This privacy notice was last updated September 2018

Departmental Fair Processing Notices


ID: 2532, revised 02/04/2019