Frequently Asked Questions Existing Customers
Existing Customers with Waste Services
How can I get in touch with you?
Our first line of contact is always email as this allows our teams to ensure we have the right person / department answering your question in as quick a time as possible.
If your query is more complex, contacting us on our website contact form (below) with a suitable time & number to call you back
How can I add on more services at a later date?
You can add new services to your account, or increase the services you already have at any point in time. Just click here (button) and let us know what you require and we will arrange this with you.
What type of bags can I use in my bin?
If you have a general waste bin, you can use any bags.
If you have a recycling or glass bin, it’s best not to use any bags at all. We recommend tipping an internal recycling bin into your bin outside. This will save you money on bags and help the environment too.
If you have a food bin, you can either put food directly into the bin without bags, or you can use clear plastic bags/liners.
If you have ordered a bag only service from us, then you will have purchased a roll of bags up front. These are branded with the company who will be collected them and you can only use these bags for this service. If you need some more, let us know.
I've had a missed collection - what do I do?
Please let us know via the form below and we will sort this.
My bin is damaged – what do I do?
We expect normal wear and tear on the bin and can usually get it swapped for you if it is damaged. If the bin is damaged by the driver when a collection is being completed, please let us know so we can report it to the supplier immediately.
My Direct Debit isn’t what I was expecting – what do I do?
Contact our Customer services team at firstname.lastname@example.org or use the form below and we will get straight back to you.
Do I have to pay by Direct Debit or can I send you cash/cheque?
If Direct Debit is not possible, we can accept BACs, CHAPS, or card payments, but prefer Direct Debit so that your contract continues without any disruption to service if you forget to pay. We are unable to accept cheques or cash unfortunately.
How do I cancel my contract?
We understand that sometimes things don’t work out or requirements change – however we will be upset to see you go. Please get in touch with your reason for cancellation and we will let you know the next steps.
Can I change the way you contact me?
Of course you can – please let us know how you would like to be contacted in the future.
Can I change my email address, phone number or bank details?
Yes that’s no problem. Please contact us with your new contact details and call us to talk you through changing your bank details ( as we don’t hold your bank details you will need to change them via the secure payment gateway).