Information for subscribers

If you have a valid, up to date sticker, we will collect your garden waste on a fortnightly basis, all year round. 

You can check your annual calendar or find your collection day online.

We reserve the right to change the collection day. We will try to give you as much notice as we can of any changes.  

When you sign up or renew, you should receive a confirmation email. If you have not received an email, we recommend that you check your junk or spam folders.

We will then send you a sticker in the post. If you are a new subscriber, we will also send you a welcome pack.

You need to follow the instructions, and attach the sticker onto your bin(s) straight away, to prevent disruption to your service.

If you have not received your bin sticker within four weeks of receiving your confirmation email, you can contact us on 01245 615800.

Your sticker will be valid until 28 February each year, regardless of when you start your subscription.

The garden waste sticker only applies to the property, not the resident. This means you cannot transfer it to a new property if you move, and we will not be able to issue a refund.  

If you move out of our area or to a non-eligible property, you must let us know, so we can cancel your subscription for that address. You can leave your garden waste bin with the sticker there.

If you are moving to another property within our area, you can set up a subscription for your new address by visiting our website and making a new annual payment. 

You must not take the sticker with you, or copy or reproduce it, as this is copyright infringement.

You have a right to change your mind and cancel your subscription, but only if:

• you cancel within 14 days of your payment, and
• we have not already carried out a brown bin collection for your property

You won't be able to get a refund after the initial 14-day period, including if you change your mind or move property. 

We reserve the right to cease the service without a refund if there is evidence of damage or misuse. 

If you already have an assisted collection, then this arrangement will automatically transfer if you subscribe for garden waste collections. There is no need to contact us.

Replacement stickers

If you lose your sticker, you can contact us online or call 01245 615800.

We will then send a replacement sticker out to you.  

Broken bins

If you need a new brown bin as your current one is broken, you need to leave your damaged bin out for collection.

You should not order a replacement until you have had a collection and the bin is empty.

We will deliver the replacement as soon as possible, but delivery can take up to 10 days.

All bins issued have a capacity of 240 litres and may be new or refurbished. If the bin has been damaged in the process of collection and is still full, you need to call us to discuss on 01245 615800. 

We will not collect any bins that are contaminated or are overflowing. We will also not collect any additional green waste that you place beside the bin.

If your bin is contaminated, it is your responsibility to remove the contamination before the next collection. We will not offer an extra collection.

Our teams record when bins contain unacceptable items. Our system will not allow you to report a missed bin in these cases. 

You can find out what you can and can't put in the brown garden waste bin. 

Sometimes, events outside of our control may stop us making collections. If we can't collect your brown bin due to such events, we collect your bin on your next scheduled collection. You will not be entitled to a refund.

You can only report a missed collection within 24 hours of your collection day. If your collection is on a Friday, you can report a missed collection on the following Monday.

We may not be able to return on the same day, but we will collect your missed bin by the end of the following day. We do not make collections on Monday, so if your collection day is a Friday, our return visit will be on the following Tuesday. 

You need to leave the bin out for re-collection at your usual collection point. The first line of your address and postcode will be printed on the sticker to make identification easier. 

You cannot report a missed collection if you: 

• have not subscribed to the service
• did not put your bins out by 7am on the morning of your collection
• used the wrong bin, box or sack for your items 
• overfilled your bin, and the lid does not fully close 
• refilled your bin after it was collected on schedule 

If you report repeated missed bins, we will monitor the situation to see if there are any service issues we need to address.

If we find there is abuse of the service (such as re-filling the bin after the crew has emptied it), we may cancel your subscription, with no refund.