FAQs (Frequently Asked Questions)
When can I sign up?
Sign up now by going online at www.hounslow.gov.uk/gardenwaste. We will deliver your bin(s) or two sacks within ten working days - however at peak times this may be delayed. You can start using it as soon as it arrives.
How long does the service last for?
This is an annual subscription that runs from 1 April to 31 March each year. You will need to sign up by 1 April each year to get your full 12-month subscription. If you sign up after 1 April, the subscription will continue to end on 31 March. You can subscribe from 1 February.
Why is the council not offering an early bird discount this year?
The paid Garden Waste service has been in place for 4 years and we offered an early bird discount to encourage sign-up in the first three years. Now the garden waste is well established, we have removed the early bird discount as we believe the service continues to represent good value for money. There are no other changes to the service and residents will continue to receive a year-round service.
How does the renewal process work?
You will be contacted by email to remind you that your annual subscription is due to end and you will be provided with instructions on how to renew or cancel your subscription.
How much does it cost?
The service costs £50 per year per bin for a 240 litre brown wheelie bin or two heavy duty 90 litre sacks which equates to £2 per collection. The £50 needs to be paid when you sign up and covers 1 April to 31 March.
Can I buy more than one bin or additional sacks?
If you require additional capacity then yes you can buy more than one bin. This will cost an additional £50, the cost of an additional subscription. If you are using sacks and require more capacity, you will need to swap to the wheelie bin collection as we do not sell additional sacks. The bin or sacks need to be easily accessible by the crew and must not block the public highway. However please note that this service is not for use by commercial premises.
If I have lost my sacks, can I order more sacks?
- If you have lost your garden sacks, you should contact.
- email@example.com. We only permit a maximum of two sacks per household.
- If you require more capacity, you should consider swapping to the wheelie bin collection.
Why can't I have two sack subscriptions?
Our preference is for households to use a bin for their garden waste to aid our contractor in performing collections across the 18,000 subscribed addresses. We offer the sacks as an alternative to households that do not have space to store a bin. If you have space to store more than two sacks you should have space to store a 240L bin.
How frequent will the collections be?
The collections will be made fortnightly, throughout the whole year, except for two weeks over the Christmas period. You will receive a total of 25 collections a year if you subscribe from 1 April.
When is my collection day?
Your garden waste is collected fortnightly on the same day as your recycling but on the alternate week to your general rubbish collection. You can check your collection day using the 'Collection Day Finder' on our website www.hounslow.gov.uk/collectiondayfinder
Will my collection day change?
We expect your collection day to stay the same. If we need to change it we will give you good notice.
How many sacks can I place out for collection?
You can place out one or two sacks as you wish on your collection.
How can I pay for this service?
Most people will choose to pay for this service by direct debit which you can set up easily online. However, we also accept all major credit and debit cards with the exception of American Express. For full details and to subscribe visit: www.hounslow.gov.uk/gardenwaste
How soon will I receive my bin or sacks?
We will aim to deliver your bin or sacks within ten working days, although this may take longer during peak times. If you have ordered a bin, please ensure you have enough space within your property boundary for it to be safely delivered. We will not leave a bin on the public highway. If there is no room within your property boundary to leave your bin, it will not be delivered to you and we will contact you again to discuss alternative options.
Do I need to be at home for the delivery of the bin or sacks?
No, you do not need to be at home for the delivery of your bin or sacks. The delivery crew will leave the bin or sacks in your front garden or driveway.
What can go in my bin or sack?
You can put the following items into your brown garden waste bin:
- Leaves and prunings
- Small branches (diameter no thicker than 2cm)
- Flowers and plants
- Grass cuttings
- Hedge clippings
- Most weeds (except Japanese Knotweed and noxious weeds)
- Windfall fruit from own garden
What cannot go in my bin or sack?
Please do not put any of the following items into your brown garden waste bin or sack(s):
- Soil or turf
- Large branches (diameter thicker than 2cm)
- Plastic flower pots and trays
- Sharp objects
- Food waste
- Japanese Knotweed or noxious weeds
- Animal bedding
- Pet faeces
- Other recyclable materials
- General waste
Can I leave additional waste next to my bin?
No - please do not leave any waste next to your bin or sacks as it will not be collected. Your bin lid should also be closed. A lid that is open will not be accepted for health and safety reasons. If you are regularly generating more garden waste than you have capacity for you may wish to consider ordering an additional bin.
What if my bin or sacks get lost, damaged or stolen?
You will need to email firstname.lastname@example.org and we will arrange for a new bin or sacks to be delivered. There is a charge of £50 to have your bin or sacks replaced. Please ensure the old damaged bin or sack(s) are presented at the front of your property clearly visible from the road for collection.
What if your crew has lost/damaged my bin - will you replace it?
The collection crew will report any instances of bins being damaged or falling into the waste truck. We will then replace your lost or damaged bin free of charge within ten working days.
I have steps leading up to my property, can I still receive a bin?
You will only be able to subscribe for a bin if you can place it out for collection at the bottom of your steps, as our crews are unable to collect bins if they have to take them up and down steps due to health and safety regulations. If you are unable to do this, an option could be to change from a bin to the two 90 litre sacks.
Can I spray/sticker/paint my door number on my bin?
Yes you can personalise your bin in this way in order for it to be identifiable to your address.
My bin / sacks have not been collected, why?
There are several reasons why your bin or sacks may not have been collected:
- Your first collection will take place after 10 working days from subscribing to the service.
- You may not have presented your bin or sacks correctly. Your bin or sacks should be presented within 1 metre from the entrance to your property by 7am on your collection day.
- We may have missed your collection - you should report this online after 5pm on your collection day.
- Your bin or sacks may contain material that is not accepted as part of the garden waste service, or the bin itself might be too heavy to move - please check the website for more information about material that can be put into the garden waste bin or sacks.
What happens if I decide not to renew my bin / sacks?
If you choose not to renew your subscription, your bin or sacks will remain at your property but will no longer be collected. If you change your mind at a later date and wish to reinstate the service please visit our website: www.hounslow.gov.uk/gardenwaste to re-subscribe.
If I pay for the service then change my mind, can I get a refund?
If you choose to cancel the service within 14 days of subscribing (cooling off period) to the service you will receive a full refund.
If I realise I need extra or less capacity once my service has commenced, how I can arrange this?
Please contact us and we can arrange this for you. However we cannot give refunds on bins or sacks that are no longer wanted (unless it is within the 14 days cooling off period).
Can I share my bin or sacks with my neighbour?
Yes this is possible, however the bin(s) or sacks need to be kept on the premises of the property that has paid for the bin(s) or sacks, as otherwise the crew will not be able to collect them. We will only be able to deal with the person registered as the subscriber.
Do I need to present my bin or sacks for collection every fortnight?
No you can present your green waste for collection on your assigned day as frequently or infrequently as desired, however the annual cost of the service is the same.
Can I take my bin or sacks with me if I move within the borough?
Yes you can, as long as it is within the geographical area of the borough. You will need to contact us to notify us of the new property address so that we can update our collection schedules. If you cannot take the bin to the new property, we will then deliver a new bin for you as long as you are still subscribed to the service.
Is there a weight limit for the amount of waste I can place in my bin?
Yes, the weight of your bin must not exceed 50kg. Please do not overload your bins or sacks as if they are deemed too heavy, they will not be collected. Please refer to the list of items that can and cannot be placed in your bin or sacks. If you are still regularly producing too much waste you may wish to consider purchasing an additional bin.
Where should I present my garden waste bin or sacks for collection?
Please present your bin or sacks as close to the edge of your property (by the gate) as is safely practical, i.e. the nearest point to the collection vehicle. However, you must not leave bins or sacks on the public highway - they must remain within your property boundary.
Residents can report a problem with their collection by: -
- web form: www.hounslow.gov.uk/missedcollection
- email: email@example.com or
- phone: 020 8583 5555
A report of a missed collection will not be accepted until after 5pm on the day of collection - once drivers' reports have been checked. This is to avoid sending vehicles back unnecessarily or taking reports when crews may still be working.