Garden waste frequently asked questions
When will my garden waste collection start and end?
Once you sign up, you will be notified of your first collection closer to the start date of your service in a letter with your garden waste sticker.
Both annual and summer collections start week beginning 6th April 2020 (if you sign up by the 7th March 2020).
The annual service runs from April 2020 to March 2021 and the summer service runs from April 2020 to October 2020.
If you signed up after the 7th March 2020 your collection start date will be confirmed in the letter we are sending out to you with your sticker week commencing 4th May 2020.
What are the different dates I can sign up for the summer/annual Garden Waste Service?
The deadline for your collection to start in April 2020 was the 7th March. If you missed this date then you can still sign up for the service by 30th April 2020, however the start date will be confirmed in the letter we are sending out to you with your label week commencing 4th May 2020.
I have not received my confirmation email?
You will receive a confirmation email once you have signed up for the Garden Waste Service. This email will not be sent immediately as the system will need to validate your plan before it sends you an email with your new garden waste reference number.
This could take up to five working days to be sent to you via email.
I haven’t received my sticker?
You must be subscribed to the Garden Waste Service to receive your sticker. If you have not received your sticker or you have misplaced it and you need a new sticker, you can request a new one online.
We started sending out the bin sticker’s week commencing 16th March 2020 if you signed up before 7th March 2020.
If you signed up after the 7th of March 2020 your sticker will be sent week commencing 4th May 2020.
What happens if I have been charged twice or if I have an issue with my garden waste payment?
If you have been charged multiple times for your garden waste, you can use our garden waste enquiry form to request our the team to look into your issue and refund you any outstanding money owed.
Once you submit the form we will be in contact with your shortly.
How much does the service cost and how often is my bin going to be collected?
When you sign up for the Garden Waste Service, your bin will be collected every two weeks from April 2020.
If you signed up after 7th March 2020 your collection start date will be confirmed in the letter we are sending out to you with your label week commencing 4th May 2020.
The costs are fixed as follows:
- Annual Service - £75.00
- Summer Service - £50.00
Why should I pay full price if I missed the 7th March deadline?
The policy was reviewed last year and the price is now fixed for the year, we have sent out communications to all our customers from January to encourage early sign up.
The information was also widely available on our website, the My Harrow Magazine and other media streams.
Why has the price increased for the summer service?
The summer service previously cost less because covered a 6 month period. The new summer service we have for this year in 2020 will run for 7 months. It will run from April till October if you signed up before the 7th March 2020.
What if I want to cancel part way through the service?
You are only able to cancel your subscription within 14 days of signing up for the service, if you cancel after this date, you will not be eligible for any refunds.
My bin was not collected and I don’t know why?
There are several reasons why your bin may not have been emptied.
The most common reasons are:
- Incorrect or no label on the bin;
- It was not presented for collection;
- The bin is overweight;
- The bin has been contaminated with the wrong items in it.
To check if there was a reason that your bin was missed, please visit the bin collection page of our website. If there is no reason listed, your bin may have been missed in error and you can report it online.
How do I report a missed bin?
If no reason is given for why our crews have not collected your bin, then you can report it as missed on our bins page. It can take up to three working days for your bin to be cleared.
What if I move home when the collection has started?
If you move within the borough, please let us know and we will transfer your subscription to your new address.
You may need to take your bin with you if there isn’t one available at your new home.
If you move outside of the borough, you simply need to cancel your subscription. Please note you will not be eligible for any refunds. If you paid via Direct Debit, don’t forget to cancel the Direct Debit with your bank.
Why can I no longer hire any garden waste bins?
We have stopped hiring out bins as we are unable to collect them when the service expires. We have however reduced the cost to £30 for residents that want to buy a garden waste bin while subscribing for the service - this will be your bin to keep.
What if my sticker has faded?
Our stickers have been tested and should last you the entire year however if the sticker does fade please contact us to request a replacement.
My brown bin is broken/cracked what can I do?
If you are no longer able to use your bin you can purchase a new bin If our crews damage the bin or it goes into the back of the refuse vehicle our crews will leave a calling card and order a new bin for you that will be delivered.
If the bin lid is damaged, you can request a repair online.
The bin men only emptied half of the contents in my bin?
This could happen where the content of the bin has been compressed and got stuck, when filling your bin please ensure the bin content is loose, also take care during winter months where the content may freeze and get stuck.
Can I leave additional garden waste in bags next to my brown bin?
No, unfortunately our crews do not collect any side or excess waste. All your garden waste should be in the bin with the lid fully closed.
Any additional waste can be taken free of charge to Harrow Recycling Centre if you are a Harrow resident and have proof of address.
I receive assisted collections do I need to apply separately for garden waste?
If you are already a user of the assisted collections service for any of your other bins this will automatically be added to the brown bin. If you have not yet asked us to assist you please see what the requirements are.
What types of reductions will enable me to get a concessionary rate for my garden waste?
You will be eligible for the concessionary rate for garden waste if you are in receipt of council tax support. Single person’s discount does not qualify you for a concessionary rate on your Garden Waste Service.
Can I sign up for the Garden Waste Service if I live in a block of flats?
Many blocks of flats in the borough sign up for the Garden Waste Service as a method of maintaining the gardens. If you would like to sign up for the service in a block of flats.
You can sign up from 20 January 2020. Please note we will only collect your bin from the communal bin collection area for the block of flats.
The subscription will need to be assigned to a specific flat number even if being shared by more than one flat.
What colour is the garden waste bin and what can I put in it?
In Harrow, the garden waste bins are brown. Once you are signed up for the service, to ensure your bin is collected, please ensure that you place the correct waste in the bin and remember no plastic, soil or rubble.
Please take a look at our guide for further guidance.