Terms and conditions for bulky waste booking
By booking and paying for the service you agree to the following terms and conditions.
1. Bookings are non-refundable.
2. The service is available to domestic properties only. We do not provide a service to commercial properties or businesses. We will not collect business waste items.
3. Collections cannot be made from inside properties, inside blocks of flats, back gardens, garages or sheds. Residents can approach friends, relatives, charities or voluntary organisations if support is required to place the items outside the property/ block of flats.
4. Please book all of your items at the same time - we are unable to add extra items to your booking or make amendments.
5. Make sure you have clearly specified what you want to be collected in your online booking. These items will be listed on the collection staff worksheet and the crew will not collect items that are not listed.
6. Take note of your collection day and ensure that the items are presented on the scheduled day by 6.30am. It is your responsibility to ensure that the items are presented correctly. No refund will be given if the items have not been presented on the scheduled day by 6:00 am and our contractor will not return. These items will have to be rebooked for another collection at an additional cost.
7. We reserve the right for collection staff to refuse items on inspection which breach safety and environmental legislation by collecting/handling them such as asbestos, chemicals and other hazardous waste. No refund will be provided if ineligible items are presented.
8. All items must also be removed from inside white goods and other items, as it will not be collected and no refund will be provided.
9. We will not take any items that cannot be safely carried by two people.
10. There must be no parked cars between the items and the property boundary.
11. The items must be easily accessible and visible from the road at all times as collection staff will not make contact before a collection.
12. No refunds will be issued in the event items are collected by a third party after a booking has been made.
13. The Council (via the Contractor) will make every effort to carry out collections on your collection day between 6.30am and 4.30pm. There may be delays due to events outside of the Council’s control.
14. In the event that there is a problem with the bulky waste collection service please contact the Council to report the problem within 48 hours.
15. The collection will be completed by a 7.5tn boxed vehicle. The height of the vehicle is 3.2m (10ft 6 inches). If we are unable to access the property we will be unable to complete the collection and no refund will be provided.
16. You may cancel your collection at any time prior to collection. No refund will be provided
Collections from houses
17. All items must be left ready on ground level at the front boundary of your property as close to the road as possible by 6.30am. The items must be easily accessible and visible from the road at all times as collection staff will not make contact before a collection.
Collections from communal flats
18. All items must be left ready on ground level and placed next to the bin store area for collection by 6.30am. Items should not be placed inside bin stores or restrict access to communal bins. Please specify the exact location of the bin store as many flat developments may have more than one.
19. An access code or key must be provided when booking (if required).
Houses with no frontage and flats above shops
20. Whilst we offer this service to properties where there is no private land to present items for collection, we ask that booking are made via telephone with our contact centre (020 8770 5000) so we can discuss your requirements and identify the most suitable location for collection for presentation without causing an obstruction on the public highway.