Where should I leave the items for collection?
The items must be presented in a visible and accessible location at the edge of your property, where it meets the pavement or the public highway, by 7am on the day of collection. This is the where you normally put your bins for collection.
If you live in a block of flats, you must place your items as near to the public highway as possible.
If you are unsure, please contact us before booking.
I am unable to move the items out my house myself, can crew assist?
No, we do not currently offer an assisted bulky waste collection. You would need to either ask friends or family to help put the items out, or find a private waste contractor. Please make sure they have a waste carriers license and that you request a waste transfer note or a written description of the waste with the details of the vehicle collecting it.
Will the crew knock on my door, so I can show them where the items are?
No, they will not knock on your door or call your prior/during/after the collection. The crew can arrive at any time from 7am. The items should be presented in a visible and accessible location at the edge of your property, where it meets the pavement or the public highway.
I want an item collected which isn’t listed on the booking form, what do I do?
It is very unlikely that your item won’t be on our list, but on the rare occasion it isn’t please leave a voicemail on 01883 732958.
Please note the service is for the disposal of items you would take with you when moving home. It does not dispose of items such as fitted kitchen units, bath tubs, concrete, double glazed windows, fencing, water/oil tanks, sheds, carpet and garden waste.
To check if we collect an item please choose from the drop down menus. If the items does not appear please contact us to check if we can collect the item.
We may not be unable to collect all exercise equipment. Please contact us for advice before booking, leave a voicemail on 01883 732958.
Example Exercise Bike – we may need a photo and make and model. Do not book a Bicycle from the drop down list.
I need my garage/shed emptied, can you help?
We do not offer a property clearance service. You would need to find a private waste contractor. Please make sure they have a waste carriers license and that you request a waste transfer note or a written description of the waste with the details of the vehicle collecting it. If fly tipping of your items occurs, you can be prosecuted/fined for not disposing of this correctly.
Do you collect fridges/fridge freezers?
Yes, we collect only domestic household fridges and freezers including chest and double units, that can be transported by two of the collection operatives. If unsure, please contact us before booking. Each unit counts as three items and is charged accordingly.
What benefits are accepted and what evidence do I need to provide?
- Income support/employment support allowance/Universal Credit.
- Pension credit guarantee.
- Job seekers allowance.
- Housing benefit.
- Council tax benefit.
During the booking process you will be required to provide evidence to show the benefit received (from the above list). The evidence will need to show your name and address and be dated within the last three months (one month for Universal Credit). The person receiving the benefit must live in the property and be making the booking.
How do I report a missed collection?
If your items have not been collected by 6pm on the scheduled date please leave a voicemail on 01883 732958 or complete the form. Please report it within 48 hours of the booked collection.
If you receive a postcard saying your collection couldn’t be carried out due to a presentation issue, or wrong items being presented, a new booking will need to be made.
Can I delay the collection date?
Yes, if there are at least 72 working hours before the collection date please leave a voicemail on 01883 732958 detailing the current booking details and when you would like to change the booking to.
Can I swap the booked items?
Yes, if you need to swap the items booked and there are at least 72 working hours before the collection date please leave a voicemail on 01883 732958 detailing the current booking details and what you would like to swap from and to.
Can I reduce the number of items and receive a refund?
You can reduce the number of items however you will not receive a refund. Instead you could swap the item you no longer need collecting for something else if there are at least 72 working hours before the collection date. Please leave a voicemail on 01883 732958 detailing the current booking details and what you would like to swap from and to.
Can I add additional items to my booking?
No, please make a new booking for any additional items you need collecting.
Can I cancel the booking and have a refund?
You can cancel the booking however you will not receive a refund. If there are at least 72 working hours before the collection date you could change the items booked. Please leave a voicemail on 01883 732958 detailing the current booking details and what you would like to swap from and to.
Someone else took the items, can I have a refund?
No, there are no refunds for this service.
It is raining what shall I do?
Please present your items and they will be collected.
It is snowing what shall I do?
Please present your items and they will be collected. Service delays will be publicised on our website.
What happens to the items after they are collected?
If the item is in good condition it may be suitable for reuse by our partner charity Emmaus or by Surrey County Council’s in one of their 'Revive' shops.
If it isn’t reusable in its current form it may be suitable for recycling. If it’s not suitable for recycling it will be sent to be burnt as energy from waste.