Garden waste bins

Frequently asked questions about Garden waste

Below are some questions residents commonly ask us about the Garden waste service.

Garden Waste Changes 2024/25

What is the garden waste fee this year?

This year our all-year-round service costs £69 - just £2.67 per collection. This is a small increase of £4 due to rising costs, which we have tried to keep to a minimum.

For those on Council Tax Support, the annual cost is £34.50. 

I previously received a discounted garden waste, why don't I receive it anymore? 

You may have previously been eligible for Council Tax discount which would have also entitled you to a reduced garden waste subscription.

We check all subscriptions against the council tax system annually, so you may have been eligible previously, however you may not be eligible anymore.

Please note, Council Tax Support will give you a reduced subscription fee, however, single person discount will not.  

Can I subscribe for part of the year? 

The garden waste subscription is for a full year. It is not possible to subscribe for part of the year. This allows us to offer you a better and more reliable service.

In April 2023 the council switched to a single annual service, and at the same time reduced the annual cost from the previous level of £75.

I want to cancel my subscription. 

You can cancel it using our cancellation form.

Please note that you will only get a refund if you cancel within the first 14 days of subscribing to the service. To access the form, enter your postcode on the Bins, waste and recycling page, navigate to the “Garden Waste” tab and select “I want to cancel my service from the dropdown.

Direct Debits

Why can’t I sign up for the Garden waste service by Direct Debit?

The option to sign up via Direct Debit is no longer available due to the payments being taken within the coming months.

You can still sign up to the Garden waste service using a Debit or Credit card using our Garden waste sign up form.

How do I cancel my Direct Debit subscription? 

If you want to cancel your Garden waste subscription Direct Debit, please enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “I want to cancel my service” from the dropdown. 

Why is my “date of first collection” on my Direct Debit email an old date? 

Your date of first collection would show the first year you signed up for the garden waste service via Direct Debit. We will be taking this year's “regular amount” payment on the 4th of March 2024. 

Can I amend my Direct Debit details? 

Unfortunately, you cannot update your direct Debit Details. We are currently reconciling all Direct Debits ready for the payments to be taken on the 4th of March 2024.

You will be able to amend your details again from April 2024.

When and how often will I be charged for the garden waste service? 

If you are a Direct Debit garden waste customer, then you will be charged annually on the 4th of March or the next working day.  

Will I be notified about my Direct Debit payment before money is taken out? 

You will get an automatic reminder from our Direct Debit system to let you know that money will be coming out of your account. This reminder will be sent to you via email.  

How much will I be charged for my Direct Debit for garden waste? 

An email will be sent out to you from our Direct Debit system before the 4th of March to let you know how much will be charging you for the garden waste service.

Alternatively, you can contact your bank who will be able to tell you the amount we deduct. 

How can I amend my Direct Debit subscription?  

Unfortunately, you cannot amend your Direct Debit subscription. We are currently reconciling all direct debits ready for the payments to be taken on the 4th of March 2024.

You will be able to amend subscription from April 2024.

Payments

I have duplicate subscriptions; how can I request a refund? 

To request a refund for a duplicate plan please complete our Garden waste enquiry form. Please note that refunds can take up to ten working days to process.

Can I get a concessionary rate (discount) for the Garden waste service? 

You can get a discount for a Garden waste plan if you currently receive Council Tax support. Single person’s discount is different from Council Tax Support and does not qualify you for a discount on any garden waste plans.

What happens if I have an issue with my Garden waste payment? 

If you have been over-charged for a plan, please let us know using our Garden waste enquiry form. Our team will investigate your case and contact you with a refund if there is any money owed. 

What if I sign up much later in the year – do I still have to pay full fee? 

Our Garden waste policy was reviewed in 2022, and we now have a fixed price for the service. This includes if you sign up much later in the year. 

Can I pay for a Garden waste plan for someone at a different address? 

Yes, you can pay for someone else. Please ensure the address you choose on the form is for where you want the garden waste collected. When you make payment, there will be a section for you to enter your own billing address. 

I made payment, but my subscription is not appearing on the website. 

If you have signed up for the garden waste service and your subscription is not showing online, contact us using our Garden waste enquiry form

One of the team will investigate the issue and get back to you.

Subscriptions and Stickers

When will my sticker be sent and my collections start? 

Please check our Garden waste sign up period table to know when your collections will start and when your stickers will be sent out. 

What if I have not received my confirmation email? 

When you subscribe to a garden waste plan, you should receive a welcome email. The email may not be sent straight away because our systems need time to confirm your details.

Once our systems process your new plan, your garden waste welcome email will be sent. Please allow up to five working days to receive your welcome email and membership number. 

If you do not receive the email after 48 hours, you can contact us using our Garden waste enquiry form. 

When will my service start once I have signed up? 

Please check our Garden waste sign up period table to know when your collections will start and when your stickers will be sent out. 

What do I do if I cannot sign up because it says I already have a subscription? 

If you already have an active subscription at your property, you cannot sign up for the garden waste scheme. If there is an issue and you think this is incorrect, please fill out our Garden waste enquiry form, and one of the team will investigate the issue and get back to you. 

My sticker has faded or been lost, can I get a replacement sticker?  

If your sticker has faded or been lost, you can request a replacement sticker to be sent out to you via post.

To request a sticker enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “Order a new or replacement sticker” from the dropdown. 

Missed bins

My Garden waste bin was not collected, and I do not know why? 

There are a few reasons why your Garden waste bin may not have been collected, including: 

  • your bin was not placed in the correct location for collection. 
  • your bin was overweight. 
  • your bin was contaminated with the wrong items inside it. 

To find out why your bin was not collected, enter your postcode on the bins, waste, and recycling page. 

If there is no reason displayed for your missed collection, your bins may have been missed in error. If your bins were missed in error, you can report it online within 48 hours of your scheduled bin day.

Please note that it may then take up to three working days for our bin crews to return to collect your bin. 

For more information, see our missed bin collections page. 

My Garden waste bin was missed, can I get a refund for a missed collection? 

Unfortunately, we do not offer refunds for missed collections, however, if your garden waste bin was missed and there was no reason displayed for your missed collection, your bins may have been missed in error.  

If your bins were missed in error, you can report it online within 48 hours of your scheduled bin day. Please note that it may then take up to three working days for our bin crews to return to collect your bin. 

If my garden waste bin is missed, where can I dispose of the waste? 

If your garden waste has been missed and you wanted to dispose of your garden waste, you can book a visit to our Recycling Centre and dispose of the garden waste. 

Only one of my garden waste bins was collected and not the others. 

Our crews will only pick up the number of garden waste bins that you are subscribed for.  

To see how many bins you are currently subscribed for or If you would like to increase the number of bins you want collected, Enter your postcode on our Bins, waste and recycling page.

Navigate to the “Garden Waste” tab and then select “I want to make a change to my service.”

Garden waste brown bin

My garden waste bin is broken, can I get a replacement? 

If you can no longer use your Garden waste bin due to damage, you can buy a new bin by entering your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “order a new or replacement bin

If our bin crews damage your Garden waste bin, they will post a calling card in your letterbox. Our bin crews will then order a new bin to be delivered to you free of charge. 

If your bin lid or pin is damaged, you can request a bin repair

My bin was lost, can I get a new one? 

If your bin has been lost, you should check with your neighbouring properties as one of them may have taken the bin by accident.  

If your bin has fallen into the back of our bin lorries, the crew will post a calling card in your letterbox. Our bin crews will then order a new bin to be delivered to you free of charge. 

If you still can’t find your Garden waste bin, you can buy a new bin by entering your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “order a new or replacement bin” 

My bin fell in the back of the waste lorry, what can I do? 

If your bin has fallen into the back of our bin lorries, the crew will post a calling card in your letterbox. Our bin crews will then order a new bin to be delivered to you free of charge. 

If your bin has fallen into the back of the lorry and you have not received a calling card, you can report this using our garden waste enquiry form.

My bin is damaged, can it be repaired? 

Yes, if your bin lid or pin is damaged, you can request a bin repair.

If the actual body of the brown bin is damaged, enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “order a new or replacement bin” 

I want to add another bin to my garden waste collection

If you are signed up for the garden waste service, you can add or remove bins from your subscription. To add/remove a bin from your subscription, enter your postcode on our Bins, waste and recycling page,  navigate to the “Garden Waste” tab and select “I want to make a change to my service” 

If you are adding bins to your subscription, you need to ensure you have enough garden waste bins at the property. If you don’t have enough bins, enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “order a new or replacement bin”. 

If I do not require my brown bin, where do I return this? 

If you no longer require your brown bin, we would ask you check with your neighbours or family that live in the borough to see if they need a brown bin.  

If you want to return the bin back to us, you can take your bins to the Civic Amenity Site which is located on Forward Drive, Wealdstone, HA3 8NT. 

Why can’t I hire a Garden waste bin? 

We no longer offer the “hire brown bin” option. Instead of hiring bins, you can now purchase a new garden waste bin for £33.70 which will be yours to keep for good. 

You can buy a new bin/s by visiting our Bins, waste and recycling page, enter your postcode, navigate to the “Garden Waste” tab and then select “order a new or replacement bin”.

General Service Questions

I have signed up to the assisted bin collection service. Do I need to apply for the service again for Garden waste? 

If you are signed up to the assisted bin collection service, it will include your Garden waste bins too. You will not need to tell us; our bin crews will also collect your Garden waste bins. 

Can I sign up for a Garden waste plan if I live in a block of flats? 

Yes, you can. We will only collect your Garden waste bin from the communal bin collection area for your block. The Garden waste plan will need to be assigned to a specific flat number. This is even if the Garden waste bin is shared by more than one flat. 

What colour is the Garden waste bin, and what can I put in it? 

Our Garden waste bins are brown, and you can find out what you can put in it on our Garden waste bin page. Your Garden waste bin should be placed at the edge of your property. This is unless you have an assisted waste collection service. 

My Garden waste bin is broken or cracked what can I do? 

If you can no longer use your Garden waste bin due to damage, you can buy a new bin by visiting our customer portal, enter your address and then navigate to the “Garden Waste” tab and then select “order a new or replacement bin” 

If our bin crews damage your Garden waste bin, they will post a calling card in your letterbox. Our bin crews will then order a new bin to be delivered to you free of charge. 

If your bin lid or pin is damaged, you can request a bin repair

I own a business; can I sign up for the garden waste scheme? 

Yes, you can. You can sign up for the garden waste scheme using the garden waste sign up form and we will then collect your garden waste bin from your property.

If you need to order a bin when you sign up, you can do this using the same sign-up form.

I have not received my Garden waste sticker yet. 

Please check our Garden waste sign up period table to know when your stickers will be sent out.  

If it has still not been sent out by the date on the table, you can request a replacement sticker to be sent out to you via post. To request a sticker enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select  “Order a new or replacement sticker” from the dropdown. 

Moving home

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

If you move to a new house but remain in Harrow, you can update your Garden waste address online. We will transfer your subscription to your new address.

You will need to make sure you take your brown Garden waste bin with you. 

To tell us you're moving, please enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and then select “Change my garden waste address” from the dropdown. 

I am leaving harrow; can I move my subscription? 

If you are leaving harrow, you cannot move your subscription. You will need to cancel your Garden waste plan.  

Please note that you will only get a refund if you cancel within the first 14 days of subscribing to the service. Enter your postcode on our Bins, waste and recycling page.

Navigate to the “Garden Waste” tab and then select “I want to cancel my service from the dropdown.

I am leaving harrow can I get a refund for all the collections I will not have? 

If you are leaving harrow and you cancel your service, you will not be eligible for a refund. You will only receive a refund for your service if you cancel your subscription within 14 days of signing up.  

Do I need to take my brown bin with me when I move home? 

Yes, when you move home, you will need to take your brown bin to your new property. If you would rather buy a new bin, enter your postcode on our Bins, waste and recycling page.

Navigate to the “Garden Waste” tab and then select “order a new or replacement bin”

Cancellations

Will I receive a refund once my subscription is cancelled? 

If you have submitted a cancellation form within 14 days of subscribing to the service, then you will be eligible for a refund. If you cancel outside of the 14-working day period, you will not be eligible for a refund.  

Is there any other way to dispose of my garden waste? 

If you wanted to dispose of your garden waste other than subscribing for the collection service, you can book a visit to our Recycling Centre and dispose of the garden waste.

Alternatively, you can purchase a home compost bin and begin composting.

Can I cancel my garden waste subscription? 

You can cancel your garden waste plan at any time. Please note that you will only get a refund if you cancel within the first 14 days of subscribing to the service.

Enter your postcode on our Bins, waste and recycling page, navigate to the “Garden Waste” tab and select “I want to cancel my service” from the dropdown.

Why does my sign up date say “18/01/24” on the cancellation form? 

If you are a direct debit subscriber and you want to cancel your service, the cancellation form will show your subscription date as “18/01/23”.

This was because we recreated all subscriptions to amend the fee in time for the service to start in April 2024.