Frequently asked questions

Who do I contact in the event of a query?

Please complete a wheeled bin residents' contact form. Alternatively, contact Customer Services Team on 01483 755855 or write to Woking Borough Council, Environmental Services, Civic Offices, Gloucester Square, Woking, Surrey, GU21 6YL.

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How many bins should each property have?

One black and one black bin with a blue lid or blue 240 litre wheeled bin have been delivered to each household (where they can be accomodated) for collection on an alternate weekly basis. The black bin is for collection of general household waste which cannot be recycled. The black bin with a blue lid or blue bin is for materials which can be recycled such as paper, glass, cardboard, cans and plastic bottles.

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What are the benefits of wheeled bins?

Perhaps the greatest benefit is that you have a personal recycling service, with the collection of a variety of recyclable items from your own door - not just newspapers and magazines. So you won't need to keep all other recyclables separate and take them to central recycling centres. You will also benefit from having a solid closed lid container which cannot be broken into by animals - provided of course the lid is kept shut.

A number of other benefits include:

  • The reduction of waste going to landfill and a reduction in carbon dioxide emissions which will contribute to some of the key targets of the Borough's Climate Change Strategy.
  • A reduction in street litter.
  • A significant improvement in the Borough's recycling rates to meet the government's recycling targets.

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Where should I leave my bin on collection day?

Your refuse bin must be left at the boundary of your property, or at a common point agreed directly between the Council and affected residents. After collection, the bin will be returned to the same position.

If in doubt, please complete a wheeled bin residents' contact form.

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Where should I leave my sacks on collection day?

Your refuse sacks must be left at the boundary of your property. Collection cannot be guaranteed if sacks are left on communal grass areas, verges or next to neighbours wheeled bins.

If in doubt, please complete a wheeled bin residents' contact form.

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What about elderly, infirm or disabled people?

Residents can request an assisted collection by contacting Customer Services on 01483 755855. A member of staff may visit and assess the circumstances. For further information, please complete a wheeled bin residents' contact form.

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Can I put garden waste in my refuse bin?

No. We encourage residents to dispose of their green/kitchen waste by home composting. The Council operates a kerbside garden waste collection service. Clear sacks can be purchased from the Council or Biffa Waste Services. A garden waste collection service is provided every two weeks, on the same day as the residual bins (black wheeled bins) are emptied. For further details of this scheme, please contact Customer Services on 01483 755855.

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Does it matter if the lid will not shut on my refuse bin?

Yes. The lid on your bin must be closed otherwise it will not be emptied. This is to ensure that the lid does not get caught on the lifting mechanism and break as well as preventing access to food waste for flies and other scavengers.

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Are different sizes of bin available?

Yes. However, 90 - 95% of households will require the standard 240 litre bin. The standard issue 240 litre wheeled bins are 25" / 62cm wide, 30" / 75cm deep and 43" / 107cm high. The smaller 140 litre bins are 20" / 50cm wide, 22" / 55cm deep and 43" / 107cm high. Residents must be aware that we do not collect excess residual waste therefore all waste must be contained within the wheeled bin with the lid shut.  Please complete a wheeled bin residents' contact form, if you feel that you are a special case and we will arrange for a member of staff to contact you directly to discuss your particular needs.

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How early in the morning should I put my bin out?

The refuse collectors start collecting from 6.30am, unless otherwise specified. To ensure your refuse is collected you need to have the bin out before this time.

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If I put out extra residual waste, will it be collected?

No. We do not collect excess residual waste as this is destined for landfill which is to be avoided. If absolutely necessary, we recommend that any excess be taken to your local Community recycling centre (Martyrs Lane or Slyfield). For properties that have received blue and black sacks, only four black sacks of domestic waste will be removed per property as this is equivalent to the capacity of the standard wheeled bin. If you regularly produce excess waste please complete a wheeled bin residents' contact form so arrangements can be made for a member of staff to contact you directly to discuss your particular needs and give you guidance on how to recycle more of your waste.

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If I put out extra recyclable waste, will it be collected?

Yes. In this case we ask that residents place all materials next to the recycling bin on its collection day. Recyclable waste should be contained in something other than black sacks so it is clear to the operative that it solely contains recyclable materials. Glass should be contained within the blue lidded wheeled bin only and not placed at the side of the bin. For properties provided with blue sacks, all sacks should be placed out at the boundary of the property, there is no limit to the amount of blue sacks placed out and residents can obtain further blue sacks as required. Glass cannot be collected in blue sacks. If you regularly produce excess recycling waste please complete a wheeled bin residents' contact form so arrangements can be made for a member of staff to contact you directly to discuss your particular needs as we wish to encourage recycling.

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How do I keep my bin clean?

The smooth sides minimise the likelihood of refuse sticking to the inside of the bin, although some people like to wash them once or twice a year. This can be easily done by simply putting the bin on its side and using a mop or hosepipe.

The wheeled bins are designed to safely store household refuse for a two week period and the responsibility for managing waste in a safe and hygienic manner lies with the individual householder. There are a number of good hygiene measures that everyone can take:

  • Rinse out packaging such as plastic milk bottles and tins to be put in the recycling bin at the end of your daily washing-up to minimise smells.
  • Dispose of liquid/very sloppy cooked food wastes via the sink.
  • For particularly smelly waste tie all refuse securely in plastic bags and double bag items such as meat and fish waste.
  • Don't leave cooked food waste exposed in the kitchen or in bins where it could attract flies. Maggots will only arise if flies have been able to settle on food and lay eggs.
  • Keep the lid of the wheeled bin closed at all times. If you have more waste than will allow the lid to close, please complete a wheeled bin resident contact form available here.
  • Refuse that will not fit into the bin should be taken to one of the Community recycling centres.
  • Keep the inside of the wheeled bin reasonably clean and ensure that food residues are rinsed out after emptying.
  • Clean the wheeled bin out with cleaning fluid; a strong pine disinfectant or alternative products as necessary to kill odours, bacteria or flies.
  • If possible, store the wheeled bin out of direct sunlight.

Further advice on wheeled bin hygiene.

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My bin was not emptied but my neighbour's was. Will they come back for mine?

Please contact Customer Services on 01483 755855 and they will deal with your enquiry.

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My refuse bin is very full and feels quite heavy. Is that a problem?

If the contractor is unable to lift the bin onto the refuse vehicle then it will not be emptied. If you find that your refuse bin is quite full on a regular basis please complete a wheeled bin residents' contact form so arrangements for a member of staff to contact you directly to discuss your particular needs can be made.

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There was rubbish stuck in the bottom of my bin. Why was it not fully emptied?

Any rubbish that is stuck at the bottom of the bin will not be manually removed. You will need to dispose of this yourself. Alternatively, you may use a broom handle to loosen any trapped rubbish.

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What happens to collections in bad weather?

In the event of icy or snowy conditions that make refuse collection unsafe for vehicle crews or the public, collections will only be made by the contractor from gritted, main roads. For the roads that are missed, residents should expect their bins to be collected on the next normally scheduled day.

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What happens to the wheeled bins if I am moving house?

The wheeled bins are owned by Woking Borough Council and are allocated to households. Each bin has a micro chip identifying which property it belongs to and residents have been provided a special label to be affixed, to ensure the refuse collectors return the correct bin to the household boundary. If you move you must leave the wheeled bin at the property you are vacating.

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What will happen if I do not want to participate in the wheeled bin scheme?

We would like to work with residents to understand their concerns. However, there may come a point where Woking Borough Council has to exercise its legal authority to insist on compliance with the collection arrangements.

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What happens if bins are damaged or stolen?

The Council is not responsible for replacing wheeled bins that have been damaged. Residents’ home insurance may cover the cost. You should purchase a replacement wheeled bin from the Council, and then you may wish to claim the cost back under your insurance policy.

 If your wheeled bin is damaged as a result of mishandling or lost in the refuse collection vehicle by our contractors, we will replace it free of charge. This excludes any damaged as a result of prohibited waste being placed in the container and reasonable wear and tear. 

If your wheeled bin is stolen on the day of (or night prior to) your scheduled collection, you must contact Surrey Police to obtain an incident log number (non-crime reference number), as confirmation the wheeled bin has been stolen. This number will need to be provided when you purchase a replacement wheeled bin.

For more information on wheeled bin charges please look at the frequently asked questions.

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What will happen if my property is provided with black and blue sacks, but I wish to be provided with wheeled bins and participate in the wheeled bin scheme?

It is recognised that there may be difficulties with certain properties using wheeled bins. However, if you feel your property is suitable and would like to purchase wheeled bins, please contact the Council and a member of staff will be able to discuss your requirements.

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What are Woking Borough Council's policies for the wheeled bin waste collection service?

 Wheeled bin policies

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How do you suggest I screen my wheeled bins?

Wheeled bin screening leaflet

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What do I do if my property is on a sack collection and I run out of blue sacks?

Please contact Customer Services on 01483 755855.

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What do I do if my property is on a sack collection and I run out of black sacks?

For properties that have received black sacks, only four black sacks of domestic waste will be removed per property as this is equivalent to the capacity of the standard wheeled bin. If you regularly produce excess waste, please complete a wheeled bin residents' contact form so arrangements can be made for a member of staff to contact you directly to discuss your particular needs and give you guidance on how to recycle more of your waste.

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How can I obtain the leaflet regarding the collection services

Let's get it sorted - your waste and recycling service.