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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 is the auto-renew option?

When you select the auto-renew function your subscription will automatically renew at the start of the following year at the early bird rate. Payment will be taken from the same card used to create your initial payment. Should your card expire during this time the auto-renew option will not work and you will need to create a new subscription.

What can I put in my bin?

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

Grass cuttings   Soil or rubble
Shrub cuttings –
max diameter 10cm
  Food waste
Leaf fall   Bags or sacks
Bedding plants   Animal bedding
Weeds   Flower pots

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 payment. 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 wasn’t collected, what now?

If your bin is not collected you need to contact us. If your bin was put out late or on the wrong day we will not return to collect your bin. However, if it was a genuine missed collection and our collection crew did not report a problem collecting from your property we will attempt to revisit and collect your bin within two working days. In these circumstances, please leave your bin outside your property until it has been collected.

Can I pay with cash or cheque?

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

Why do I need a sticker on my bin?

The Garden Recycling Scheme sticker identifies that your property is subscribed to the scheme. We will not empty your bin without the correct sticker on it. The sticker will change each year, and each sticker must have the scheme account number and address of the property written on it in permanent marker to prove it belongs with your property.

What about my old garden waste sacks?

Purchased garden waste sacks can continue to be used up until 23 March. After this date only Garden Recycling Scheme bins will be collected. Any sacks presented for collection will be left at the kerbside.

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 trees can be left whole in a visible location to be collected. Christmas trees should be stripped of all decorations before collection.

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 Recycling Scheme collections.

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: