Frequently asked questions about Garden Waste subscriptions
Below are some frequently asked questions that residents have contacted us about.
I have noticed a Direct Debit payment on my statement, labelled ‘BPS re Harrow Council’ – what is it?
Garden Waste payments are taken by Bottomline Payment Services (BPS) – this is our new supplier for 2021. If you had a direct debit with us, it has been transferred this year to BPS.
I have a Direct Debit for one bin – how do I get an extra bin on my service?
You can order an extra bin on your Direct Debit service. If you put in a general enquiry form and tell us, we will amend your Direct Debit. Please note that you need to let us know by 10am on 19th February 2021 at the very latest.
Can I get a concessionary rate for 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.
What colour is the Garden Waste bin and what can I put in it?
Harrow's Garden Waste bins are brown. Once you are signed up for the service and to ensure your bin is collected, please ensure that you place the correct waste in the bin and remember no plastic, soil or rubble.
What if I have not received my confirmation email?
You will receive a confirmation email once you have signed up for a Garden Waste plan. This email may not be sent immediately as the system needs to validate your plan before it sends you an email with your new Garden Waste reference number.
Please allow five working days to receive the email. If you do not receive it after a week, you can contact us online.
I haven’t received my sticker. What do I do?
If you have not received your sticker three weeks after you requested it, or you have misplaced it and need a new sticker, you can request a new sticker online.
Please note that a new sticker may take two weeks to arrive, so please allow time for delivery.
What happens if I have an issue with my Garden Waste payment?
If you have been over-charged or double-charged for a plan, please use our Garden Waste enquiry form. Our team will investigate your case and contact you with a refund if any money owed.
Why should I pay full price if I miss the March deadline, and my service starts later than start of April?
The policy was reviewed last year, and we now have a flat price for the service.
What if I want to cancel part way through the service?
You are only able to cancel your Garden Waste subscription plan within 14 days of signing up for the service, if you cancel after this date, you may cancel the service, but you will not be eligible for a refund.
My bin was not collected and I don’t know why?
There are several reasons why your bin may not have been emptied – for example:
- Incorrect or no label on the bin
- It was not presented for collection
- The bin was overweight
- The bin was contaminated with the wrong items in it.
To check why your bin was missed, please visit the bin collection page. If there is no reason listed, your bin may have been missed in error and you can report it online.
If no reason is given for non-collection of your bin, you can report it as missed on our bins page. It may then take up to three working days for your bin to be cleared.
What if I move home part-way through my Garden Waste period?
If you move within the borough, please let us know. We will transfer your subscription to your new address. You may need to take your brown bin with you if there isn’t one available at your new home.
If you move outside of the borough all you need to do is cancel your subscription/Direct Debit. Please note you will not be eligible for any refunds.
Why can’t I hire a Garden Waste bin?
We no longer hire out bins. We have however reduced the cost of buying a bin to £30. This will be your bin to keep.
What if my sticker has faded?
Our stickers should last the year. If it does fade, please contact us to request a replacement bin sticker.
My brown bin is broken or cracked what can I do?
If you can no longer 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 your bin lid is damaged, you can request a bin repair online.
I receive assisted bin collections, do I need to apply separately for Garden Waste?
If you already use the assisted bin collections service for any of your other bins this will automatically be added to the brown bin.
How can I sign up for a Garden Waste plan if I cannot pay online?
Due to COVID-19, we are not accepting payments via the one stop shop. Please use the general enquiry form if you need help with this.
Can I sign up for a Garden Waste plan if I live in a block of flats?
Many blocks of flats in the borough sign up for a Garden Waste plan as a method of maintaining the gardens. We will only collect your bin from the communal bin collection area for the flats.
The subscription will need to be assigned to a specific flat number even if being shared by more than one flat.
Can I pay for a Garden Waste subscription for a collection at a different address?
Yes. The billing address to pay for your Garden Waste subscription does not need to be the same as the address you want Garden Waste collected.
When subscribing to Garden Waste, the address you first enter needs to be the address you want the Garden Waste collected from.
Once you select "Pay now" you are taken to the payment section of the form where you will be asked to enter your card details.
After selecting “continue” you will be shown your name, address and contact details. The address shown will be the address you first entered and you can change the address to match your billing address.
Changing the address to a different billing address will not mean you are changing where you want your Garden Waste collected from.