Frequently asked questions

You can contact us about your waste and recycling collection by completing a wheeled bin residents' contact form. Alternatively, contact Customer Services on 01483 755855.

How many bins should each property have?

Two bins are issued to each household - a black wheeled bin for general household waste and a blue-lidded wheeled bin for waste that can be recycled. A limited number of households that cannot store wheeled bins are provided with black and blue sacks. Communal containers or storage areas should be provided for those residents who live in a flat development.

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I have sacks provided by the Council, when are these delivered?

For properties that receive black and blue sacks, you will receive a six-month supply, equivalent to the capacity of a standard wheeled bin. Deliveries take place in March and September each year.

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Where should I leave my wheeled bin or sack on collection day?

Your wheeled bin or sack must be left at the boundary of your property by 6.30am on your collection day. After collection the bin will be returned to the same position. If you need to discuss this further please contact us.

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What about elderly, infirm or disabled people?

We can arrange for a Council officer to assess your circumstances. Please call Customer Services on 01483 755855 for further information.

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What happens if I place non-recyclable waste in my recycling bin or sack?

To ensure we recycle as much as possible, it is important that residents separate their waste correctly. Placing non-recyclable waste in your blue-lidded wheeled bin or blue recycling sack will contaminate the waste and you will need to remove it before the bin or sack will be collected.

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Can I put garden waste in my black wheeled bin or sack?

No. We encourage residents to dispose of their garden and kitchen waste by home composting, and the Council offers residents a large number of subsidised units. For those households unable to home compost, the Council operates a fortnightly kerbside collection service of garden waste, for which there is a small charge. For further details of the service please contact Customer Services on 01483 75585.

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Can I change my wheeled bins or sacks?

If you would like to purchase replacement wheeled bins, or request an exchange please contact Customer Services on 01483 755855. You can also look at the Council's policy for wheeled bins.

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What do I do if I run out of black or blue sacks?

Only four black sacks will be collected per property - the equivalent to the capacity of a standard 240 litre wheeled bin. If you regularly produce more than this amount, please compete a wheeled bin residents' contact form and a member of Council staff will contact you directly.

If you run out of blue recycling sacks please contact Customer Services on 01483 755855.

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If I put out extra household waste will it be collected?

No. The Council does not collect excess household waste. If you do produce excess waste we recommend that you take this to your local community recycling centre.

For properties that receive black and blue sacks, only four black sacks of domestic waste will be removed per property - the equivalent to the capacity of a standard 240 litre wheeled bin.

If you regularly produce excess waste please contact us  to discuss your needs.

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

Yes. If you do produce extra recyclable waste we ask that this is contained securely in something other than black sacks and placed by the side of your recycling wheeled bin on your collection day. Glass should be contained within the wheeled bin and not placed at the side of the bin.

For properties with sacks, there is no limit to the number of blue recycling sacks that can be presented for collection. If you use blue recycling sacks and have broken glass you would like collected, please place this into a cardboard box e.g. cereal box and label 'broken glass'. This will ensure collection crews are extra careful when collecting these items.

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How do I keep my bin clean?

The wheeled bins are designed to safely store household waste for a two week period. The responsibility for managing your waste in a safe and hygienic manner lies with the individual householder, although the Council does offer some advice on good hygiene practice.

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My waste or recycling was not collected; will the refuse collectors come back?

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

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There was rubbish stuck at the bottom of my bin, why was it not fully emptied?

Any rubbish stuck at the bottom of the bin will not be manually removed by the refuse collectors. You can loosen the waste with a broom handle for your next collection or alternatively, dispose of this yourself at your local community recycling centre.

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What happens to waste and recycling collections in bad weather?

In the event of heavy snow or icy weather conditions, which may make it unsafe for refuse collection vehicles and crews to collect your waste, we will publicise information. Look on our website or tune in to local radio for up to date information. 

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What happens to my recycling once it has been collected?

Your recycling is collected by the Council's contractor, Biffa Waste Services and transported to a Materials Reprocessing Facility (MRF) in Leatherhead. Once separated at the MRF the materials are baled ready for onward transportation to processing plants, where materials are used to manufacture new products.

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How can I get a leaflet regarding collection services?

If you would like a collection calendar please contact Customer Services on 01483 755855 to request one.