Frequently Asked Questions

How are my card details stored?

Urbaser do not store any customer credit/debit card details. All transactions are through the secure Barclaycard network.

What can I put in my bin?

You can put the following items in your Garden Recycling Scheme bin:

Grass cuttingsSoil or compost from containers/bags
Shrub cuttings –
max diameter 10cm
Food waste
Leaf fallBags or sacks
Bedding plants – compost attached to roots is acceptableAnimal bedding
Fallen fruit from trees in gardenShop bought fruit
Flower pots
Wood chippings

As garden waste is collected separately for composting it is very important that only the correct items listed here are included.

How many bins can I have?

Each property can have up to a maximum of four 240 litre bins. Each additional bin requires additional subscription. Please see the subscription page for details.

Why do the Council charge for garden waste collections?

Local authorities have no statutory obligation to provide free kerbside garden waste collections. Due to issues of health and safety and attempts to make the service more efficient, a chargeable subscription service needs to be introduced.

Can I put extra sacks next to my bin for collection?

No. Any additional sacks containing garden waste left next to the bin (side waste) will not be collected. If you generate too much garden waste for your bin to hold please add an additional bin to your subscription.

Can I put food waste or pet waste in the bin?

No. This is a legal restriction, food waste and animal waste must not be put in the bin as it can cause the widespread distribution of bacteria during the composting process.

How do I join the scheme?

You can join the scheme by visiting the subscription page on this website. Should you require assistance over the phone, you can call 02393 990038 between 9am and 3pm, Monday to Friday.

What else can I do with my garden waste?

Garden waste can be taken to the Household Waste Recycling Centre on Grange Road PO13 8AS, free of charge. Alternatively, why not try home composting? Many additional items can be included in a home compost including vegetable peelings, fruit skins, tea bags, and even old egg boxes. Further guidance and tips can be found at:

My bin has not been collected, what do I do?

If you believe we have genuinely missed your bin please report this to us within 48 hours. We will review the camera footage and advise you of re-collection.

Can I pay with cash or cheque?

We only accept card payments or Direct Debit payments, either online or over the phone if you require assistance.

We are unable to accept cash, Fasterpay or BACS payments.

If you are unable to pay by card or Direct Debit please contact 02393 990038.

If I sign up for Direct Debit do I get a choice on payment dates?

Your Direct Debit will be processed on either the 1st or the 14th of the month depending on your order date.

As part of the Direct Debit guarantee 10 working days are required to process your Direct Debit Instruction.

Your payment will be taken on the closest date 10 working days after your initial order.

Why is there no sticker for my bin?

As the crew work to a typed list there is no need for a sticker to be provided.

Can I put bags in my bin?

No. Putting bags or any other type of material not listed in the terms and conditions will contaminate the bin. Contaminated bins will not be collected.

Will you collect Christmas trees?

Yes. Christmas tree collections can be booked by contacting Streetscene on 08000 1098 598.

Can I put soil in the bin?

A small amount of soil attached to plant roots is acceptable, but larger quantities of soil must not be put into the bin as it inhibits the composting process.

Can residents share a bin?

More than one property may share a bin; however, it must only be presented outside of the property which signed up to the Garden Recycling Scheme.

Do I own the bin?

No, the bin remains the property of Urbaser Ltd (the service provider) at all times. However, the rent of the bin is included in the yearly cost of the subscription. If you choose to cancel your subscription, or not to renew your subscription, we will collect the bin from your property.

Can I have an assisted collection?

If you currently receive assisted collections for your refuse and recycling bins you will receive assisted collections for Garden Waste collections.

Please contact us to arrange an assisted lift for Garden Waste collections at your property.

Does my payment cover the whole year?

No. The Garden Waste service runs seasonally from the first week of March to the last week of November every year.

Can I purchase bins for my neighbours?

Yes. Each bin must be registered to an individual address as collections will only take place from properties registered on the system.

What do I need to do if I change my address?

Please contact the office on 02393 990038.

What if my question is not answered here?

If your question is not answered here, please refer to the terms and conditions of service, which provide full service information. Alternatively, please feel free to contact us via the following:

• Message: www.gardenrecycling
• Tel: 02393 990038
• Email: