Garden waste collections - Frequently asked questions

Garden waste - Frequently asked questions

How do I sign up for garden waste collections?

The quickest and easiest way is to sign up online, either as a one-off payment or by an annual Direct Debit. If you sign up online before 1 April 2020 or by online Direct Debit before 24 February 2020 you qualify for a £5 discount. You can also pay over the telephone or by cash in person at the Cash Office which is open Monday to Friday (excluding bank holidays) 10am to 2pm.

What size bin can I have?

New customers signing up will receive a standard 240 litre bin. The 240 litre bin is the same size as your standard general waste bin. Existing customers who already have a 140 litre or 360 litre bin can retain these. We also have sacks available at qualifying properties only.

What can I put in my garden waste bin?

Garden waste includes grass cuttings, hedge and shrub clippings, plants and weeds, leaves, twigs and bark, cut flowers, windfalls (fallen fruit) and branches up to 7.5 centimetres in diameter. The garden waste must not be placed in plastic bags as this affects the composting process. Contaminated bins (i.e. bins containing incorrect materials such as plastic, food or kitchen waste, soil, turf, ash, stones, rubble, timber and animal waste) will not be emptied.

How much does it cost?

The cost of a standard size, 240 litre bin is £50. A 140 litre bin is £47.50 and a 360 litre bin is £70 - these are only available to existing customers who already have these size bins who wish to renew. We also have sacks at £52.50, which are available to qualifying properties only.

There is a £5 discount if you sign up online before 1 April 2020 or by online Direct Debit before 24 February 2020.

How does the Direct Debit work?

This is an annual Direct Debit with full payment being taken. This is not a monthly Direct Debit. Payment for new and existing customers will be taken one week from 1 April 2020.

Can Direct Debits be set up over the phone?

No, Direct Debits must be set up online. You can still pay over the phone but you will not be able to set up a Direct Debit and will not qualify for £5 discount.

I’m already signed up by Direct Debit, what do I need to do?

No further action is required. Your Direct Debit will be taken one week from 1 April 2020. We will send you a reminder by post or by email in advance of the renewal date.

How do I cancel my Direct Debit?

If you wish to cancel your Direct Debit you will need to do so via your bank.

How will the online payment or Direct Debit appear on my bank statement?

This will appear as 'SCC Agresso payment'.

What happens if I don't renew?

If the service is not renewed before 1 April 2020, garden waste will no longer be collected from the property even if the garden waste bin is placed out for collection. If the service is not renewed by 1 May 2020, the bin(s) will be removed from your property. The bin must be accessible from the front of your property so the crew can retrieve the bin.

If I wish to cancel, do I receive a refund?

There are no refunds for the cancellation of the service and the wheeled bin remains the property of Southampton City Council. If you are moving house, the bin left at the property may be used by the new occupier until March 2021, when the service will need to be renewed for collections to continue.

In line with the Distance Selling Regulations, customers have seven working days from receipt of the terms and conditions to request cancellation of this service. There are no refunds or part refunds for the cancellation or suspension of the service, part way through the year.

How do I find out my collection day?

You can find this out by visiting the bin collection calendar and searching for your property by postcode or street name. Bins must be presented at the boundary of the property by 6:30am on the day of collection. Collections will be made between 6:30am and 5pm on the specified collection day.

How often will my bin be collected?

Your garden waste bin will be collected on a fortnightly basis. You will receive 25 collections over the year (1 April 2020 to 31 March 2021). Please note there will be no collections between 19 December 2020 and 3 January 2021.

Can I change the size of my bin?

Yes, existing customers with a 140 or 360 litre bin can change to a 240 litre bin. Customers cannot change their bin to a 140 or 360 litre bin.

For any bin changes, please note there is an administrative charge of £10. This can be taken by credit or debit card. Current customers signed up by Direct Debit who wish to change or add a bin will need to call us on 023 8083 3005.

Can I get additional bins?

Yes, you can have a maximum of three bins, provided you have space to store them within your property boundary. Each additional bin is charged at the standard rate.

Do you collect side waste?

Only garden waste wheeled bins or disposable sacks (where applicable) supplied by the council will be emptied. Garden waste presented in any other container will not be collected.

Do you clean the bin as part of this service?

No. You are responsible for the general condition and cleaning of the bin whilst in your possession.

When will my bin be delivered?

We aim to deliver bins to new customers within five working days.

What do I do if I need help putting my bins out?

If you need help putting your bin out each week, you may find our assisted collection service can help. This service is offered to people who have a medical condition or disability, live alone and there is no-one in the property or nearby to help do this.

What happens if my bin is missed?

You can report a missed bin to us online. If your bin was missed without reason then we will aim to collect it within 48 hours.

Can I keep my bin if I move house?

Customers who move house within the Southampton City Council area may transfer the service to the new address as long as the bin is transported by the customer.

You should email garden.waste@southampton.gov.uk to notify us of a change of address or in writing to: Garden Waste Service, City Depot and Recycling Park, First Avenue, Southampton, SO15 0LJ. Where a customer moves outside the city boundary, the wheeled bin must be left at the property.

There are no refunds for the cancellation of the service and the wheeled bin remains the property of Southampton City Council. The bin left at the property may be used by the new occupier until March 2021, when the service will need to be renewed for collections to continue.