Garden waste collection service

Signing up as a new customer or renewing online

On Thursday 15 May between 6am - 8am, the ability to pay by Direct Debit online will be unavailable due to planned maintenance by our Direct Debit provider. Payment by credit or debit card will still be available during this time. 

New subscription details

You can choose to have one or more 240 litre bins for your fortnightly garden waste collection service.

Once you have paid, we will confirm your subscription details.

If you have ordered new brown bin(s) for your subscription, the quantity you ordered will be delivered to your property and collections will begin approximately four weeks after payment has been made.

This is a non-refundable service.

We do not collect from any commercial premises.

How much does it cost?

A garden waste collection subscription costs £131.40 per bin (this includes a one-off fee of £47.20 for the loan of the bin).

Do you have existing bins from an old subscription?

During the new subscription process, you will be asked if you have any existing Waverley brown 240 litre garden waste bins. If you do, then you will not be charged the £47.20 for the loan of a bin and will only be charged for the subscription (£84.20).

Pay online

You can pay online annually or sign up with Direct Debit, which will automatically renew your subscription each year. 

Setting up a Direct Debit online

Before you set up a Direct Debit, please be aware of the following:

• The bank account holder name is restricted to 18 characters; this restriction is enforced by BACS (Bankers' Automated Clearing System), and includes the spaces between characters. To avoid possible issues with verifying the bank account name, you should enter the name exactly as it appears on your bank card or statement.
• Our direct debit provider verifies the account details you provide. However, not all banks or bank accounts share your data. If you are unable to set up a direct debit, please check with your bank. For example, you cannot set up a direct debit using a Starling bank account or certain Barclays accounts. Please use an alternative account or pay by card.
• If more than one person is required to authorise a Direct Debit to be set up on your bank account, you will need to pay using a debit or credit card.

You will be prompted to create a Waverley Portal account as part of the new subscription process if you don't have one already. This will allow you to manage (add bins, transfer or cancel) your garden waste subscription online in the future and also provide you with access to other Waverley services.

Subscribe to garden waste collection online

Your data

In order to distinguish our customers, we collect key pieces of personal data such as your name, address, telephone number, email address and your date of birth. The combination of this information enables us to uniquely identify individuals and also provides an additional security check to prevent unauthorised access to your private records.

We will use the information you provide to process your request or future requests. Where a service is provided by an organisation working on behalf of Waverley, we will share necessary information with them. Please view our privacy notice.

Do you live down a road or lane with limited access?

Limited access to a few roads or lanes in the borough may mean our contractor cannot collect from some addresses so please do check with us first if you think this might be the case where you live.

Renew online

To renew online, you'll need:

• a current garden waste subscription
• your renewal letter/email

Please use the renewal link (URL/web address) provided in your email/letter to renew your subscription.

If you have received a letter then type the renewal link (URL/web address) into your browser's address bar (usually at the very top of a browser window) as demonstrated below:

You can change to pay by Direct Debit, which will automatically renew your subscription each year.

Cost

Renewing your annual garden waste subscription service costs £84.20 for each bin collected.

Setting up a Direct Debit online

Before you set up a Direct Debit, please be aware of the following:

• The bank account holder name is restricted to 18 characters; this restriction is enforced by BACS (Bankers' Automated Clearing System), and includes the spaces between characters. To avoid possible issues with verifying the bank account name, you should enter the name exactly as it appears on your bank card or statement.
• Our Direct Debit provider verifies the account details you provide. However, not all banks or bank accounts share your data. If you are unable to set up a Direct Debit, please check with your bank. For example, you cannot set up a direct debit using a Starling bank account or certain Barclays accounts. Please use an alternative account or pay by card.
• If more than one person is required to authorise a Direct Debit to be set up on your bank account, you will need to pay using a debit or credit card.
• Direct Debits will be processed within 14 days.

If you are unsure if you have an existing garden waste subscription, please call us on 01483 523524.

Your subscription can be transferred to another address within Waverley. 

Please call our Environmental Services team on 01483 523524 to arrange the transfer. 

Ensure you have taken your garden waste bin with you when you have moved, otherwise you will need to pay for a new bin.

Please call the Environmental Services team on 01483 523524 to order an extra garden waste bin and collection.

You will need to pay for the bin and its collection.

How often are bins collected?

Fortnightly, although there are no collections over Christmas and the New Year.

How much does it cost?

A garden waste collection subscription costs £131.40 per bin (this includes a one-off fee of £47.20 for the loan of the bin).

Will I need to create a portal account for my garden waste subscription?

New subscribers – Yes

All new garden waste subscribers who are signing up to the garden waste service online will be automatically prompted to create a portal account as part of the new subscriber process.  This will allow you to manage (add bins, transfer or cancel) your garden waste subscription online in the future and also provide you with access to other Waverley services.

Existing subscribers who are renewing their yearly subscription

• Follow the instruction in your renewal letter/email carefully and only create a Waverley portal account if you are prompted to do so as shown below.

Example:

Login to the Waverley portal  
https://waverley-central.oncreate.app/w/webpage/welcome

if you have an account or register. 

• If you are not prompted to create a portal account then simply follow the renewal link in your renewal letter/email.

I am moving home, can I transfer my subscription to a new address?

Yes, your subscription can be transferred to another address within Waverley. Please call our Environmental Services team on 01483 523524 to arrange the transfer. Ensure you have taken your garden waste bin with you when you have moved otherwise you will have to pay for a new bin.

How large are the bins?

240 litres capacity (same size as the standard blue recycling bins).

Can I line my garden waste bin or put bags in it?

Please don't line the bin or put bags in it. The bin is mechanically lifted and emptied into the collection vehicle, so it would not be possible to remove the liner from the contents.

Where does the garden waste go for recycling?

To Envar Composting to be made into compost for agricultural use.

Who will clean my wheeled bin if it gets dirty?

As with your other bins, it is your responsibility to maintain them.

If I would like to buy more than one bin, how much is each subsequent bin?

Each bin is the cost of the bin plus a pro-rata charge for the collections left in your current year's subscription. To find this out, please telephone our Environmental Services team on 01483 523524.

If my bin gets damaged, will I have to pay for a new one?

Yes, there will be a charge, unless it is reported by the collectors that they have damaged it. If this is the case, the contractor will be expected to deliver a replacement. If not, the charge is £47.20.  

Order a replacement bin and pay online

Are there subsidies for those on benefits?

No.

What if I have difficulties putting my bins out for collection?

If you're experiencing difficulties in putting your bins out and don't have anyone who can help you, apply for our assisted bin collection service.

Please put your garden waste into your bin loose and do not bag it.

What you can put in

• grass cuttings
• hedge cuttings
• weeds
• small branches
• leaves
• prunings
• fallen fruit (please don't make the bin too heavy)

Please don't add

• bags or sacks
• soil/turf
• concrete/rubble
• vegetable peelings
• kitchen waste
• animal waste
• general household waste
• coal and wood ash

Please put your bin(s) out by 6am on your collection day.

Do not overfill your bin or leave additional garden waste next to the bin as this will not be collected.

You can check and report missed bin collections online, insert your postcode only and click on find address:

Check your collection day and report a missed bin online

1. Main characteristics of service

You have subscribed to a garden waste service to have a fortnightly collection. We do not collect garden waste during the two weeks over Christmas and the New Year. 

The service is a paid service and is for one year from the date you sign up to the service which will be detailed in your confirmation email or letter. Your collection day and first collection date will also be detailed in an email or letter. 

You can check your collection days using our online bin checker or by downloading the relevant calendar from our website. 

Your brown bin(s) will be delivered to your property and your collection will begin approximately 4 weeks after payment has been made.

2. Who we are

This service is provided by Waverley Borough Council, The Burys, Godalming, Surrey GU7 1HR.

3. Contacting us

Email: waste@waverley.gov.uk

Call: 01483 523524

4. Partners

The garden waste service is provided on behalf of the council by Biffa.

5. Costs

The cost of the service will be advised to you during the sign up process based on your requirements and will include a one-off fee for the loan of the brown bin(s). 

Subsequent renewals for the service will cost £84.20 per annum until reviewed by the council. The cost of a replacement or additional bin will be £47.20.

6. Payment

The payment for the bin and service are required before the service commences or is renewed.

7. Complaints

If you are unhappy with the service you should contact the council as detailed in point 3 above.

8. Cancellation

You have the right to cancel this contract within 14 days of the contract being made without giving any reason.

You will need to send us your decision to cancel in writing. You can send it via:

• Email: waste@waverley.gov.uk
• Post: Waverley Borough Council, The Burys, Godalming, Surrey GU7 1HR

9. Contract period

The service is for a year's service as detailed in point 1 above.

10. Bin collection

Your bin should be placed where you normally place your refuse and recycling bins for collection.

11. Compliance

The service may be withdrawn without refund if you do not comply with the instructions for the garden waste service. For example, if you add items not accepted as garden waste.